The Customer Support Agent will represent Zellis Customer Support in internal and external based Customer interactions. You will demonstrate key technical and operational skills in a multi-channel environment, focussing on delivering the best possible solution support for our customer base. You will engender a customer-first approach, placing the customer support experience and their satisfaction at the heart of everything you do. You will be supporting Zellis solutions speaking to and interacting with varied customer persona, including HR and/or payroll managers, finance managers, system administrators, IT professionals and internal Zellis colleagues to diagnose and resolve customer impacting solution issues. You will have the ability to identify and support continuous improvement, focussing on quality measures and technical specialist knowledge, to ensure a consistent, repeatable model approach to service delivery.
Skills & experience
- Demonstrate strong technical and operational skills, supporting and resolving issues across Zellis solutions including Elementsuite, Everyday, ResourceLink, MyView and HCM Cloud/AIR. This may include configuration, pay elements, user security, organisation structures and job structures.
- Contribute towards team goals and objectives, including SLAs, KPIs, Customer NPS and employee engagement eNPS.
- Investigate and diagnose data issues relating to data structures.
- Provide multi-channel support for complex advice, guidance and solution queries requiring subject matter expertise.
- Own and manage cases through to resolution, adhering to operational outcomes and service-level targets while keeping customers and colleagues regularly updated on progress.
- Perform data analysis to investigate and diagnose issues, apply corrective action and use troubleshooting techniques to identify solutions or workarounds.
- Review cases where a defect has been identified, creating the associated problem, knowledge article and DevOps record, while managing customer expectations through the defined process.
- Work with peers to identify outstanding cases relating to problems you have raised and ensure cases are updated appropriately.
- Identify opportunities for case reduction and deflection through trend analysis, knowledge articles and potential product enhancements.
- Review and approve knowledge articles, ensuring there is no duplication within the knowledge base.
- Identify creative troubleshooting workarounds and recommendations for cases that cannot be resolved through existing knowledge articles or troubleshooting steps.
- Escalate support cases that cannot be resolved through available troubleshooting steps to extended teams.
- Adhere to all Support procedures, policies and quality standards, proactively contributing to continuous improvement.
- Promote Zellis products and services internally and externally.
- Understand root causes and make recommendations on processes and product design to improve efficiency, productivity and customer satisfaction.
- Represent your team and Zellis Customer Support in internal and external meetings.
- Provide a positive customer experience and maintain a strong focus on customer satisfaction.
- Keep up to date with new product releases and contribute to sharing knowledge across the wider Customer Support community.
- Follow a methodical approach to identifying and resolving risks and issues, escalating more complex risks where appropriate.
- Take ownership of your development by following the agreed development path for your role/specialism and identifying appropriate opportunities to build your skills and knowledge.
You will have:
- Proven experience in a customer-facing Software Support role or equivalent operational service environment.
- Experience supporting software, advisory or Managed Services customers. HCM industry knowledge would be advantageous.
- Experience using case management tools such as ServiceNow or Zendesk.
- Experience working with SLAs, KPIs and customer satisfaction measures such as NPS.
- Strong analytical and problem-solving skills, with the ability to take ownership of problems through to resolution.
- The ability to work independently, remain self-motivated and resilient under pressure, and manage competing priorities and deadlines.
- Strong written and verbal communication skills across multiple channels, with the confidence to influence both customers and colleagues.
- Strong organisation skills and attention to detail.
- Experience working collaboratively and cross-functionally to achieve team targets and successful customer outcomes.
- Experience learning new product and service capabilities and contributing to continuous improvement.
- An understanding of support demand reduction and case deflection, including using insight and feedback to improve customer outcomes.
- Experience contributing to team knowledge or asset libraries.
- A collaborative approach, including supporting peers and helping more junior colleagues with their development.
- HR, Payroll or Workforce Management knowledge would be advantageous but is not essential.
- Technical knowledge of SQL, Java/JSON or similar technologies would be advantageous but is not essential.
- An industry-recognised qualification would be desirable.
Working arrangements You will be expected to work onsite with Customer Support teams at Zellis locations during the working month, primarily where your own team is based. There may also be a requirement to travel to other Zellis locations, including occasional overnight stays. The role may involve travel to customer sites or the Zellis office in Kochi.
Benefits & culture
At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 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, and be part of a progressive organisation. Our values, 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.
Customer Support Agent in Watford employer: Zellis
At Zellis, we pride ourselves on being an exceptional employer, offering a dynamic and inclusive work culture that empowers our employees to thrive. As a Customer Resolutions Advocate, you'll enjoy a hybrid working model across our Peterborough, Watford, or Bristol offices, with opportunities for personal growth and development in a supportive environment. Our commitment to employee well-being is reflected in our competitive benefits package, including generous annual leave, private medical insurance, and a strong pension scheme, ensuring you feel valued and motivated to make a meaningful impact.
