Payroll Support Consultant

Employment Hero

City of Brisbane

Remote

AUD 65,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Generous paternity leave policy

Subsidised egg freezing

WFH office expense budget

Outstanding learning & development opportunities

Employee share options

Job summary

A leading HR solutions company in Brisbane, Queensland is seeking a Payroll Support Consultant. You will provide post-implementation support to customers, ensuring payroll accuracy while resolving issues efficiently. Ideal candidates will have relevant payroll knowledge and experience in a SaaS environment. The role offers full-time employment with flexible remote work arrangements and numerous employee benefits.

Qualifications

Previous experience in setting up and administrating payroll systems is a plus.
Ability to manage competing priorities and work autonomously.
An attitude that puts customer needs first.
Strong communication skills, both written and verbal.

Responsibilities

Provide timely and accurate support to customers post go-live.
Resolve support tickets efficiently while ensuring customer care.
Collaborate with the support team for best practice system use.
Analyze product functionality to identify user errors and root causes.

Skills

Relevant Payroll knowledge and industry experience

Customer experience in a SaaS environment

Problem solving skills

Strong verbal and written communication skills

Autonomy

Tools

ZenDesk

Salesforce

Job description

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Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.

Since our inception in 2014, we've scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees.

Overview

Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. Since our inception in 2014, we've scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees.

The EH Way

We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it's a fundamental part of how we operate, innovate, and scale
We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission
We Live by Our Values - we role model our values 100% of the time
We Expect High Performance - we set a high standard and we're not satisfied with being average

Role

As a Payroll Support Consultant, you'll be working within our Customer Experience team and will be responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero product. In this role, you will be supporting our customers to ensure accuracy and will be responsible for resolving customer tickets efficiently and effectively. This includes addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary. We have a number of roles available including 12 month fixed term contract or permanent full time - please let us know your preference in the application questions.

Providing timely and accurate support to customers post go-live, ensuring payroll accuracy and confidence in using the EH platform
Resolving support tickets efficiently while delivering a high level of customer care and professionalism
Reducing ticket escalation volume through proactive troubleshooting, clear communication, and strong product knowledge
Enhancing the customer experience by contributing to process improvements, product feedback, and support documentation

Responsibilities

You will provide support to clients after they go live by walking them through updates needed or how to troubleshoot in a variety of ways, such as award interpretation and platform configuration
Responding to and resolving customer tickets, calls and queries related to the Employment Hero Platform in a timely manner
Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers
Proactively analyse and understand product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements
Conduct/triage customer support issues and assign to the appropriate team or resolve where possible
Take on client and team payroll escalations for our customers
Assist with requirements gathering to run post mortems and run internal support team workshops
Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team
Working with customers across multiple channels (email, chat, phone, screen share) to understand their organisational workflow and how the platform can support them to maximise their people processes
Managing Problem Tickets with urgency and collaborating with key stakeholders to resolve as quickly as possible
Leveraging ZenDesk, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints in accordance with service level agreements (SLAs)
Proactively contribute feature requests, Customer Care Processes, Macros and Help Centre suggestions, where warranted and using customer insights

Qualifications

Relevant Australian and/or New Zealand Payroll knowledge and industry experience.
Previous experience in setting up, implementing and/or administrating payroll systems (knowledge of EH Payroll/KeyPay is a plus!).
Exposure to working in fluid, high change and high velocity environments.
Prior exposure to customer experience within a SaaS (Software as a Service) environment.
An attitude that always puts your customer\'s needs first
Problem solving skills with a sound and thorough approach to troubleshooting.
Ability to manage competing priorities, working autonomously; requesting assistance where needed.
Strong and polished verbal and written communication skills.

What we can offer

You will work remotely, with the flexibility to own your time and impact
You will access cutting-edge tools to amplify your work, knowledge and outputs
You'll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
You'll own ESOP (employee share options) in one of the world\'s fastest-growing tech companies
You'll also have access to a wide range of benefits that includes - a very generous paternity leave policy, subsidised egg freezing, a WFH office expense budget, and outstanding learning & development opportunities

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here employmenthero.com/legals/applicant-policy/

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

Seniority level