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- Tasks: Be the first point of contact for customer queries via phone, email, and chat.
- Company: Ciphr is a top UK provider of HR, payroll, and recruitment solutions.
- Benefits: Enjoy 30 days annual leave, birthday off, and exclusive discounts.
- Why this job: Join a supportive team focused on customer satisfaction and personal authenticity.
- Qualifications: Experience in payroll software support and web-based applications is essential.
- Other info: Work in a growing company with opportunities for training and development.
The predicted salary is between 24000 - 36000 £ per year.
Our business is growing, and we are seeking to enhance our customer care team, we currently have an exciting opportunity for an experienced 1st Line Payroll Technical Support colleague to join the team.
You will be joining a dedicated group of rapid response analysts who are passionate about supporting our Payroll customers and each other to the best of their ability.
In your role, you will be the first line response with regards to customer support. Responding to queries via phone, email and live chat ranging from general enquiries to more complex support incidents. Our focus is to provide outstanding levels of customer satisfaction by delivering customer service that adds value to the customer experience.
We are all about people at Ciphr. Our values are trust, drive, authenticity, and accountability. We want you to bring your authentic self to work giving you the space to be yourself whether that is creative, outgoing, quiet, courageous, observant or any other attributes you may have. Ciphr welcomes all kinds of people to the team and would love you to come and join us!
Does this sound like you? Take a look below at what we can offer you when you join.
Location:
You will be required to come to the office twice a week.
On a day-to-day basis in the 1st Line Technical Customer Service team, this is what you can expect:
- Interact with customers over various communication channels (phone, email, chat, or social media) to answer queries, troubleshoot problems, and resolve issues.
- Ensure that customers\’ expectations are managed well.
- Have the ability to identify and resolve customer issues as quickly as possible.
- Have a good understanding of the product/service and should be able to troubleshoot technical issues.
- Keep detailed records of customer interactions, issues, and resolutions.
- Maintain a knowledge base of common problems and solutions that can be used to help customers in the future.
- Have a passion for Payroll and ensuring that customers get the most from their solutions
As well as offering you the opportunity to work with a great team, be part of a growing company and have the chance to learn and enhance your knowledge and qualifications, we offer:
- 30 days annual leave, plus bank holidays
- Family National Trust Membership
- Birthday day off
- Religious holiday swap
- Family forming support – e.g., time off for family forming appointments or to support your partner
- Enhanced maternity and paternity leave
- Cycle to work scheme
- Pension
- Health cash plan
- Life assurance
- Technology/home improvements Loans
- Perks at Work – access to exclusive discounts, cinema tickets, etc.
- Regular training
- £1,500 employee referral scheme
- Medical Cover and Dental cover (after 6 months’ service)
- Income Protection insurance (after 12 months’ service)
If you have the following skills, you may be a perfect fit:
- Payroll Software support experience is required for this role
- Experience using web-based applications
- Previous experience supporting SaaS applications would be a bonus but not essential
- Knowledge of Service Desk/Ticketing systems and/or Zendesk is desirable but not essential
About Ciphr:
Ciphr is a leading UK-based provider of integrated HR, payroll, learning and recruitment solutions.
Ciphr’s integrated HCM platform helps organisations manage their end-to-end employee lifecycle so they can deliver an amazing employee experience. With Ciphr, organisations can be confident they can access all their people data in one place, thanks to secure, time-saving integrations between our own solutions and API connections to specialist, third-party tools.
Ciphr | 1st Line Payroll Technical Support employer: Ciphr
Contact Detail:
Ciphr Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ciphr | 1st Line Payroll Technical Support
✨Tip Number 1
Familiarize yourself with common payroll software and SaaS applications. Understanding the tools and systems that Ciphr uses will give you a significant advantage during the interview process.
✨Tip Number 2
Practice your communication skills across different channels like phone, email, and live chat. Being able to demonstrate effective communication in these formats will show that you're ready for the customer support role.
✨Tip Number 3
Research Ciphr's values of trust, drive, authenticity, and accountability. Think about how you can embody these values in your interactions and be prepared to share examples during your conversations with us.
✨Tip Number 4
Prepare to discuss your experience with troubleshooting technical issues. Be ready to provide specific examples of how you've resolved customer problems in the past, as this will highlight your problem-solving skills.
We think you need these skills to ace Ciphr | 1st Line Payroll Technical Support
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the 1st Line Payroll Technical Support position. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in customer support, particularly in payroll or technical support roles. Emphasize any experience you have with SaaS applications or payroll software.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer service and payroll. Mention specific examples of how you've successfully resolved customer issues in the past and how you embody Ciphr's values of trust, drive, authenticity, and accountability.
Showcase Your Communication Skills: Since the role involves interacting with customers via various channels, make sure to demonstrate your strong communication skills in your application. Use clear and concise language, and consider including examples of how you've effectively communicated with customers in previous roles.
How to prepare for a job interview at Ciphr
✨Show Your Passion for Payroll
Make sure to express your enthusiasm for payroll and customer support during the interview. Share any relevant experiences that highlight your commitment to helping customers get the most from their payroll solutions.
✨Demonstrate Communication Skills
Since you'll be interacting with customers through various channels, it's crucial to showcase your communication skills. Practice articulating your thoughts clearly and concisely, and be prepared to discuss how you handle different types of customer inquiries.
✨Familiarize Yourself with Common Issues
Before the interview, take some time to research common payroll issues and technical problems that customers might face. Being knowledgeable about these topics will help you demonstrate your understanding of the role and your ability to troubleshoot effectively.
✨Emphasize Teamwork and Values
Ciphr values trust, drive, authenticity, and accountability. Be ready to share examples of how you've worked collaboratively in a team setting and how you align with these values. This will show that you're not only a good fit for the role but also for the company culture.
