Zellis
Software Support Analyst - Payroll
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Payroll Software Support Analyst
As a Payroll Software Support Analyst, you'll represent Zellis in both internal and customer-facing interactions, delivering high-quality, multi-channel support for our software solutions. You’ll work with a range of stakeholders, including HR/Payroll managers, Finance, IT professionals, to resolve issues, improve service delivery, and enhance the customer experience.
We will provide full product training, supported by your team, but you’ll need to be tech savvy ideally with a Payroll background and a thirst to learn with interest in developing a career in a software support environment.
For this role you will be expected to work hybrid, two days a week in the office. This role can be based from either our Bristol or Peterborough offices.
Key Responsibilities
- Technical Support: Provide expert payroll related support across Zellis products, resolving software and data-related issues, and contributing to product improvement.
- Case Management: Handle Payroll related support cases through to resolution, ensuring timely customer updates and SLA compliance while delivering a positive customer experience.
- Knowledge Sharing: Knowledge Article creation.
- Collaboration: Provide input in support team in meetings, follow defined support procedures, and help drive continuous improvement.
- Travel & Flexibility: Occasional travel to Zellis/customer maybe required. Occasional on-call support (evenings/weekends) on a rota basis.
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Skills & Experience
- Prior experience in a Payroll processing, advisory or customer support role with demonstrable knowledge of Payroll legislation and best practice
- Proven experience in customer service or customer support role
- Proficient with Payroll & case management software as well as the Microsoft suite of products
- Experience with SLAs, KPIs, and customer satisfaction metrics (e.g., NPS)
- A positive and curious mindset for AI-first working, embracing the impact that 'human+AI' can bring to the world. You’ll have started to use AI in a work and/or personal setting, with a basic understanding of the principles of AI and it’s positive potential and a desire to learn
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.
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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.
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