Customer Support Agent

Jobtailor; Bray; On-site; EUR 42,000 - 62,000; Full time

Job summary

Jobtailor in Bray, Ireland, is seeking an experienced payroll professional and/or technical support engineer to join our team. You will provide technical support on the SD Worx payroll products via voice and email, owning client queries from start to finish and ensuring high customer satisfaction.

You will contribute to service improvements, collaborate with stakeholders, and act as a payroll solutions SME for internal teams. Comfort with analytics and SQL support is a plus; training is provided.

Qualifications

• Must be a payroll professional and/or a technical support engineer.
• Knowledge of UK and ROI payroll legislation, processing, pensions, compliance, taxation, and year-end activities.
• Experience supporting enterprise payroll and HR solutions in a client-facing technical or functional support role.
• Strong analytical skills for investigating complex payroll, system, and configuration issues and identifying root causes.
• Ability to learn technical payroll concepts and explain them clearly to non-technical clients and stakeholders.
• Proven ability to manage high workloads while maintaining accuracy, quality, and attention to detail.
• Calm, professional, and solution-focused approach to complex issues and critical incidents.
• Strong ownership mentality and commitment to exceptional customer service and issue resolution.
• Excellent communication, collaboration, and stakeholder management skills.
• Proactive approach to continuous improvement, innovation, knowledge sharing, and best practice development.
• Strong organisational skills with ability to prioritise workloads and manage escalations effectively.
• Professionalism, integrity, company values, service excellence, and customer advocacy.

Responsibilities

• Provide technical support on the SD Worx suite of payroll products via voice and email.
• Ensure 100% customer satisfaction on calls and emails.
• Own client queries from start to completion, including when support from colleagues is required.
• Escalate questions and issues to senior team members as required.
• Conduct in-depth offline investigations and provide findings to clients.
• Perform other duties as determined by the Customer Service Manager.
• Develop and maintain close working relationships with clients.
• Provide a superior level of service to clients.
• Support internal stakeholders as a payroll solutions subject matter expert.
• Drive effective issue resolution and continuous service improvement.

Skills

Payroll expert

Technical support

UK ROI payroll legislation

Enterprise payroll experience

Analytical skills

Clear communication

Ownership mentality

Workload management

Attention to detail

Professionalism

Tools

Microsoft SQL Server

Job description

• Provide technical support on the SD Worx suite of payroll products via voice and email
• Ensure 100% customer satisfaction on calls and emails
• Own client queries from start to completion, including when support from colleagues is required
• Escalate questions and issues to senior team members as required
• Conduct in-depth offline investigations and provide findings to clients
• Perform other duties as determined by the Customer Service Manager
• Develop and maintain close working relationships with clients
• Provide a superior level of service to clients
• Support internal stakeholders as a payroll solutions subject matter expert
• Drive effective issue resolution and continuous service improvement

Requirements

• Experienced payroll professional and/or technical support engineer
• Knowledge of UK and/or ROI payroll legislation, processing, pensions, compliance, taxation, and year-end activities
• Experience supporting enterprise payroll and HR solutions in a client-facing technical or functional support role
• Strong analytical skills for investigating complex payroll, system, and configuration issues and identifying root causes
• Microsoft SQL Server, database querying, and data analysis experience highly desirable but not essential; training provided
• Ability to learn technical payroll concepts and explain them clearly to non-technical clients and stakeholders
• Proven ability to manage high workloads while maintaining accuracy, quality, and attention to detail
• Calm, professional, and solution-focused approach to complex issues and critical incidents
• Strong ownership mentality and commitment to exceptional customer service and issue resolution
• Excellent communication, collaboration, and stakeholder management skills
• Proactive approach to continuous improvement, innovation, knowledge sharing, and best practice development
• Strong organisational skills with ability to prioritise workloads and manage escalations effectively
• Professionalism, integrity, company values, service excellence, and customer advocacy

Core Competencies

Demonstrates expertise in payroll processing, compliance, and legislation, with a strong focus on customer service and issue resolution. Capable of managing complex client queries and providing technical support while maintaining high standards of accuracy and professionalism.

Highest-signal resume keywords

• Payroll Processing
• UK Payroll Legislation
• Customer Service Excellence
• Analytical Skills
• Microsoft SQL Server

ATS Optimization Keywords

Hard Skills

• Payroll Processing
• UK Payroll Legislation
• ROI Payroll Legislation
• Data Analysis
• Database Querying
• Issue Resolution
• Compliance
• Pensions
• Taxation
• Year-End Activities

Soft Skills

• Communication Skills
• Collaboration
• Organisational Skills
• Attention to Detail
• Professionalism

Industry Keywords

• Customer Advocacy
• Service Excellence
• Continuous Improvement
• Stakeholder Management
• Technical Support

Tools & Technologies

• SD Worx Suite
• Microsoft SQL Server