Customer Support Analyst - Payroll Specialist

Odoo; Ramillies; Hybride; EUR 42 000 - 60 000; Plein temps

Avantages offerts par ce poste

2 days home-working per week

Flexible hours

Meal vouchers

Hospital insurance

Résumé du poste

Odoo in Belgium seeks a Customer Support Analyst to help existing and prospective customers, and colleagues, achieving high customer satisfaction through efficient issue resolution. The role blends payroll expertise with frontline support across Live Chat, ticketing, and phone channels.

You will investigate requests, troubleshoot where possible, and escalate to Developers when needed, working with Business Analysts, Sales and Developers to improve the customer experience and internal processes.

Qualifications

• Background or experience in payroll administration or payroll agencies
• Strong analytical and problem-solving skills
• Customer-oriented mindset with excellent communication skills
• Affinity with IT tools and business processes
• Ability to learn quickly, work autonomously, and handle multiple topics simultaneously
• Solution-driven, structured, and comfortable investigating complex issues
• Valid work permit for Belgium

Responsabilités

• Help customers with their use of Odoo Business Apps
• Troubleshoot and resolve functional issues through investigation and analysis
• Engage with visitors and leads (Live Chat)
• Ensure customer satisfaction by providing timely and effective support
• Enhance the customer experience by identifying and addressing needs proactively
• Contribute to product improvements and maintain high-quality documentation
• Participate in side projects, such as recruiting and onboarding new colleagues, delivering training, and knowledge sharing
• Assist customers on payroll-related issues and escalate when needed
• Guide colleagues on payroll operations and best practices
• Collaborate with Product Owners by sharing recurring customer issues or improvement suggestions
• Create and improve documentation related to payroll processes and HR workflows

Connaissances

Customer support

Payroll administration

Analytical thinking

Communication skills

Autonomy

Formation

Bachelor’s or Master’s degree in HR/Business

Description du poste

As a Customer Support Analyst, you will provide support to our existing and potential customers, as well as to our colleagues. Our goal is to ensure customer satisfaction by solving issues efficiently and delivering high-quality service.

Your mission will be to assist users of our software by investigating their requests and providing them with accurate, helpful answers. Requests may come through our ticketing system, live chat, or phone. You will need to analyse the issue, troubleshoot where possible, and elevate to our Developers when required.

You will also work closely with internal teams such as Business Analysts, Sales, and Developers to ensure smooth collaboration and continuous improvement of the customer experience.

As a Payroll Specialist within the Support team, you will be a key point of contact for payroll and human resources-related topics. You will deepen your expertise in Odoo’s Human Resources suite while contributing to knowledge sharing, training initiatives, and continuous internal improvements.

Responsibilities

• Help customers with their use of Odoo Business Apps
• Troubleshoot and resolve functional issues through investigation and analysis
• Engage with our visitors and leads (Live Chat)
• Ensure customer satisfaction by providing timely and effective support
• Enhance the customer experience by identifying and addressing needs proactively
• Contribute to product improvements and maintain high-quality documentation
• Participate in side projects, such as recruiting and on-boarding new colleagues, delivering training, and knowledge sharing

Payroll Expertise

• Assist customers on specific payroll-related issues and ensure proper escalation when needed
• Guide and assist colleagues on payroll operations and best practices
• Collaborate with Product Owners by sharing recurring customer issues or suggestions for improvement
• Create and improve documentation related to payroll processes and HR workflows

What makes this role unique?

A balanced mix between customer support and functional payroll expertise.

Exposure to a wide variety of real-life payroll and human resources scenarios across industries.

Continuous learning thanks to regular training and collaboration with internal experts.

An opportunity to influence product improvements and share knowledge across teams.

About you

At Odoo, we value your skills more than your resume.

Here’s what we expect from you:

Must have

• Background or experience in payroll administration or payroll agencies
• Strong analytical and problem-solving skills
• Customer-oriented mindset with excellent communication skills
• Affinity with IT tools and business processes
• Ability to learn quickly, work autonomously, and handle multiple topics simultaneously
• Solution-driven, structured, and comfortable investigating complex issues
• Valid work permit for Belgium

Nice to have

• Knowledge of additional European languages (French, Spanish, German, …)
• Previous experience with ERP systems or HR management systems
• Understanding of topics such as payroll processing, salary calculations, social contributions, employee benefits, or labor regulations
• Bachelor’s or Master’s degree in Human Resources, Business Management, or a related field
• Experience working with cross-department stakeholders (Finance, IT, Operations)

What's great in the job?

Get ready for some serious responsibilities and the freedom to shine in a rapidly evolving company. You’ll be part of an awesome team in a friendly and open work culture.

Expect diversity in your projects, giving you a chance to dive into various business industries and broaden your horizons. And here's the cherry on top: you’ll get two weeks of intensive functional training, culminating in a shiny certification.

What we offer

• Full-time CDI: a 38 hours/week contract including 2 days of home-working per week and flexible hours.
• Peaceful work environment: located in a renovated farm in the countryside. No open space, cosy offices, a game room, and a lunch room.
• Flexible salary package: car, fuel card, up to 35 days off per year, meal vouchers, eco-cheques, hospital insurance, representation fees to cover all your expenses, and much more!
• Exchange program: after 2 years of experience, apply to a similar position in a subsidiary of Odoo.
• Chef cooking delicious lunch: lunch meals every day at the office, as well as free coffee and fruits from local producers. Because well-fed developers are happy developers.