Job Detail

About the role:

As a Customer Support Analyst, you'll represent the company in both internal and customer-facing interactions, delivering high-quality, multi-channel support for our HR and Payroll software solutions.

You’ll work with a range of stakeholders—HR/payroll managers, finance, IT professionals—to resolve complex issues, improve service delivery, and enhance the customer experience.

The company will provide full product training, supported by your team but you’ll need to be great with customers, tech savvy with a thirst to learn and an interest in developing a career in a multi support channel HR/Payroll software support environment.

Key Responsibilities: 

• Provide expert technical support across company's products, resolving software and data-related issues via tickets, live chat, and phone.
• Own support cases end-to-end, ensuring timely updates, SLA compliance, and a positive customer experience (NPS-focused).
• Analyse data and troubleshoot application issues to identify solutions or effective workarounds.
• Act as a product and process subject matter expert within the support function.
• Review defect-related cases, raise problems, create DevOps records and knowledge articles, and manage customer expectations.
• Identify related open cases linked to known problems and update accordingly.
• Create, review, and maintain high-quality knowledge articles, ensuring accuracy and avoiding duplication.
• Proactively identify opportunities for case deflection through trend analysis, documentation, and product improvement suggestions.
• Escalate unresolved issues to extended teams where required.
• Maintain accurate case and customer records in support systems.
• Follow support procedures, quality standards, and contribute to continuous improvement initiatives.
• Collaborate with cross-functional teams and represent Support Services in meetings when required.
• Support team collaboration through knowledge sharing, mentoring, and active participation in meetings.

Essential Skills & Experience:

• Strong written and verbal English, with the ability to pass the Common Communication Test (minimum 60/100).
• Experience delivering English-speaking, multi-channel customer support (tickets, live chat, phone).
• Previous experience supporting HCM and/or SaaS-based software products.
• Strong problem-solving skills with full ownership mindset.
• Technically curious, with confidence analysing issues and learning new systems.
• Self-motivated, well-organised, and able to manage competing priorities under pressure.
• Approachable team player who shares knowledge and supports others.
• Confident leading internal huddles, meetings, and customer discussions, with clear documentation.
• Positive, flexible attitude and ability to work effectively with cross-functional teams. 

Desirable

• Knowledge of, or interest in learning, SQL, JSON, and/or Java.