Software Support Agent

AsaCustomerSupportAgent,youwillrepresentZellisCustomerSupportininternalandexternalcustomerinteractions,deliveringexceptionalserviceandtechnicalexpertise.Youwilldemonstratekeytechnicalandoperationalskillsinamulti-channelenvironment,focusingonprovidingthebestpossiblesolutionsupportforourcustomerbase.Acustomer-firstapproachisessential,placingcustomersatisfactionattheheartofeverythingyoudo. Inadditiontostrongtechnicalcapability,weareparticularlyinterestedincandidateswithpayrollexpertiseorexperienceinHR/payrolloperations.Thisknowledgewillhelpbridgethegapbetweentechnologyandpayrollprocesses,ensuringwedeliveraccurate,efficient,andcompliantsolutionsforourcustomers. Youwillinteractwithvariedcustomerpersonas,includingHRandpayrollmanagers,financemanagers,systemadministrators,ITprofessionals,andinternalZelliscolleaguestodiagnoseandresolvesolutionissues. Responsibilities Demonstratekeytechnicalandoperationalskillsfortherole,forexamplesupportingandresolvingissueswithZellisSolutions,includingElementsuite,Everyday,ResourceLink,MyView,HCMcloud/AIR,includingissueswithconfiguration,payelements,usersecurity,organisationandjobstructures. Contributetowardsteamgoalsandobjectives,includingSLAs,KPIs,CustomerbrandNPSandemployeeengagementeNPS. Investigateanddiagnosedataissuesfordatastructures. Progress,ownandmanagecasestoresolution,adheringtooperationaloutcomesandServiceLeveltargetsandkeepingtheCustomerandcolleaguesregularlyupdated. Performdataanalysistoinvestigate,diagnose,andapplycorrectiveactionand/orusetroubleshootingtechniquestoidentifysolutions/workaroundsforsolutionissues.Reviewcaseswhereadefecthasbeenidentified,createtheassociatedproblem,knowledgearticleandDevOps/ProductHubrecordandmanagethecustomersexpectationsthroughdefinedprocess. Identifyopportunitiesforcasereductionanddeflectionincludingtrendanalysis,creationofknowledgearticlesandpotentialproductenhancements. Escalateindividualsupportcasesthatcannotberesolvedthroughavailabletroubleshootingstepstoextendedteams. Skills&Experience ProvenexperienceinacustomerfacingSoftwareSupportrole. DemonstrabletechnicalskillsinSQL,JAVA/JSONorsimilar Exeperienceusingcasemanagementtools,suchasServiceNoworZendesk ExperiencewithSLAs,KPIs,andcustomersatisfactionmetrics(e.g.,NPS). HR/PayrollorWFMknowledgewouldbeanadvantagebutnotessential. Benefits&Culture AtZelliswecreatemarket-leadingHR&Payrollproductsandservices,topowerexceptionalemployeeexperiencessothatyouandyourpeopledobetter.Ourmulti-award-winningproductspayoverfivemillionemployeesayear,withalmosthalf(42%)oftheFTSE100,50%ofthetopretailersand30%ofthetopuniversitiesintheUK&Irelandascustomers,makingusthelargestproviderofPayrollandHRsoftwareandmanagedservices. Ourvisionistobetheclearleaderinpay,reward,analytics,andpeopleexperiences.We'repassionateaboutcreatinganenvironmentwherepeoplewanttojoin,belongto,andbepartofaprogressiveorganisation.Ourvalues,whichweredefinedwithinputfromallofour2,000colleagues,weliveandbreatheeveryday: Unstoppabletogether. Alwayslearning. Makeitcount. Thinkscale. Ourpeoplearecriticaltoourongoingsuccess;wereproudofourinclusiveculturethatgivesyoutheplatformtogrow,challengethestatusquoandplayacrucialroleinfurtherenhancingourmarketpositionastheleadingproviderofHR&Payrollsoftwareandservices.WithZellisyoullhavethechancetostretchandchallengeyourselfinanenvironmentthatsvaried,flexibleandhugelysupportive. Wealsolovetorewardandrecogniseourbrilliantcolleagues.Aspartofyourbenefitspackage,youllreceive: Acompetitivebasesalary. 25daysannualleave,plusyourbirthdayoffandtheopportunitytobuyadditionalholiday. Privatemedicalinsurance. Lifeassurance4xsalary. Enhancedpensionschemewithcompanycontributionsupto8.5%. Ahugerangeofadditionalflexiblebenefitsacrossfinancial&personalwellbeing,lifestyle&leisure. TPBN1_UKTJ

Created: 2026-03-18