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- Tasks: Provide exceptional customer support and technical expertise in a dynamic software environment.
- Company: Join Zellis, the largest provider of Payroll and HR software in the UK & Ireland.
- Benefits: Enjoy competitive salary, 25 days annual leave, private medical insurance, and flexible benefits.
- Why this job: Make a real impact by helping customers solve their software issues and enhancing their experience.
- Qualifications: Experience in customer-facing software support and strong technical skills in SQL or JAVA.
- Other info: Be part of an inclusive culture that values growth, learning, and teamwork.
The predicted salary is between 30000 - 42000 £ per year.
As a Customer Support Agent, you will represent Zellis Customer Support in internal and external customer interactions, delivering exceptional service and technical expertise. You will demonstrate key technical and operational skills in a multi-channel environment, focusing on providing the best possible solution support for our customer base. A customer-first approach is essential, placing customer satisfaction at the heart of everything you do. In addition to strong technical capability, we are particularly interested in candidates with payroll expertise or experience in HR, ensuring we deliver accurate, efficient, and compliant solutions for our customers.
You will interact with varied customer personas, including HR and payroll managers, finance managers, system administrators, IT professionals, and internal Zellis colleagues to diagnose and resolve solution issues.
Responsibilities- Demonstrate key technical and operational skills for the role, for example supporting and resolving issues with Zellis Solutions, including Element suite, Everyday, ResourceLink, MyView, HCM cloud/AIR, including issues with configuration, pay elements, user security, organisation and job structures.
- Contribute towards team goals and objectives, including SLAs, KPIs, Customer brand NPS and employee engagement eNPS.
- Investigate and diagnose data issues for data structures.
- Progress, own and manage cases to resolution, adhering to operational outcomes and Service Level targets and keeping the Customer and colleagues regularly updated.
- Perform data analysis to investigate, diagnose, and apply corrective action and/or use troubleshooting techniques to identify solutions/workarounds for solution issues.
- Review cases where a defect has been identified, create the associated problem, knowledge article and DevOps/Product Hub record and manage the customers' expectations through defined process.
- Identify opportunities for case reduction and deflection including trend analysis, creation of knowledge articles and potential product enhancements.
- Escalate individual support cases that cannot be resolved through available troubleshooting steps to extended teams.
- Proven experience in a customer facing Software Support role.
- Demonstrable technical skills in SQL, JAVA/JSON or similar.
- Experience using case management tools, such as ServiceNow or Zendesk.
- Experience with SLAs, KPIs, and customer satisfaction metrics (e.g., NPS).
- HR/Payroll or WFM knowledge would be an advantage but not essential.
At Zellis we create market-leading HR & Payroll products and services, with almost half (42%) of the FTSE100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services. Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We’re passionate about creating an environment where people want to join, belong to, which were defined with input from all of our 2,000 colleagues, we live and breathe every day: Unstoppable together. Always learning. Make it count. Think scale.
Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services. With Zellis you’ll have the chance to stretch and challenge yourself in an environment that’s varied, flexible and hugely supportive. We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:
- A competitive base salary.
- 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday.
- Private medical insurance.
- Life assurance 4x salary.
- Enhanced pension scheme with company contributions up to 8.5%.
- A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
Software Support Agent in Stevenage employer: Zellis
Contact Detail:
Zellis Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Software Support Agent in Stevenage
✨Tip Number 1
Get to know the company inside out! Research Zellis, their products, and their culture. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your technical skills! Brush up on SQL, JAVA/JSON, or any relevant tech that might come up during your interviews. Being able to demonstrate your expertise will set you apart from the crowd.
✨Tip Number 3
Prepare for common customer support scenarios. Think about how you'd handle tricky situations with HR or payroll managers. Showing that you can think on your feet will impress the interviewers.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining us at Zellis!
We think you need these skills to ace Software Support Agent in Stevenage
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Software Support Agent role. Highlight your technical skills, especially in SQL or JAVA/JSON, and any customer-facing experience you've had. We want to see how you can bring your unique expertise to our team!
Showcase Your Customer Focus: Since we’re all about putting customers first, share examples of how you've gone above and beyond to ensure customer satisfaction. Whether it’s resolving a tricky issue or simply providing great service, let us know how you’ve made a difference!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon unless it's relevant to the role. We appreciate a well-structured application that makes it easy for us to see your qualifications.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to see more about our culture and values while you’re at it!
How to prepare for a job interview at Zellis
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially in SQL and JAVA/JSON. Be ready to discuss how you've used these skills in previous roles, as well as any experience with case management tools like ServiceNow or Zendesk.
✨Customer-Centric Mindset
Since this role is all about exceptional customer service, think of examples where you've gone above and beyond for a customer. Prepare to share stories that highlight your customer-first approach and how you’ve resolved issues effectively.
✨Familiarise Yourself with Payroll and HR Concepts
Even if payroll expertise isn't essential, having a basic understanding of HR and payroll processes can set you apart. Research common challenges faced by HR managers and be prepared to discuss how you would address them.
✨Demonstrate Problem-Solving Skills
Be ready to showcase your analytical skills. Think of instances where you've diagnosed and resolved technical issues, and be prepared to walk the interviewer through your thought process and the steps you took to find a solution.