Customer Support Agent

SD Worx; The Municipal District of Bray; On-site; EUR 28,000 - 38,000; Full time

Benefits offered by this job

Flexible hours

Work from home

25 days holiday

Pension 6% matched

Medical healthcare

Workation EU (4 weeks)

Referral program

Learning opportunities

Career growth

Job summary

SD Worx in Ireland is seeking 2 Customer Support Agents to join our payroll and service team. You will act as a technical expert, supporting clients with Payroll software queries and delivering high-quality service by voice and email.

We value strong analytical skills, customer focus, and the ability to manage complex issues while maintaining accuracy. Flexible working hours with one day in the office per week and work-from-home options are available.

Qualifications

• Experience in payroll or payroll software support.
• Experience in client-facing technical or functional support roles.
• Knowledge of UK and/or ROI payroll legislation, processing, pensions, compliance, taxation, and year-end activities.
• Ability to explain technical concepts to non-technical clients and stakeholders.
• Strong organisational skills and attention to detail.

Responsibilities

• Provide technical support on SD Worx payroll via voice and email.
• Ensure 100% customer satisfaction on calls and emails.
• Own the client query from start to completion, coordinating with colleagues as needed.
• Escalate questions and issues to senior team members.
• Carry out in-depth offline investigations and feedback findings to the client.
• Perform other duties as determined by Customer Service Manager.
• Develop and maintain strong relationships with clients, delivering superior service.

Skills

Customer service

Technical support

Payroll knowledge

Analytical thinking

SQL basics

Communication

Stakeholder management

Problem solving

Time management

Tools

Microsoft SQL Server

Job description

Are you passionate about customer service and payroll, and are self-motivated and driven in the work you do? Looking for a new opportunity with a large international company with two offices in Ireland? You would be joining a large, dynamic, and rapidly growing organisation. In March 2023 we won the Best Place to Work award and are committed to being an excellent workplace.

We are currently seeking 2 Customer Support Agent's to join our team in Ireland.

About SD Worx

SD Worx is a leading European organisation in end-to-end people solutions with 7,000 employees and 82,000 clients. We are at an exciting time with lots of scope for marketing in the high-growth Payroll/HCM field and we’ve new products to launch in Ireland from the SD Worx portfolio.

In Ireland SD Worx is a leading provider of payroll software and services operating in Ireland for over 30 years. We pay 20% of corporate Ireland and have global clients in every industry. We have built an enviable reputation for delivering dependable and robust payroll solutions. We work hard every day to maintain and build our reputation.

Our ideal person:

These roles are suited to an experienced payroll professional and/or a technical support engineer who can combine deep payroll knowledge with strong analytical and troubleshooting capabilities. You will act as a subject matter expert for payroll solutions, providing high-quality support to both clients and internal stakeholders while driving effective issue resolution and continuous service improvement.

You will be a motivated, customer-focused professional who will act as a technical expert in supporting clients with Payroll software queries, ensuring issues are resolved efficiently and professionally while building strong client relationships. You will manage a diverse range of support activities, communicate effectively with clients and colleagues, and develop your technical expertise over time, with opportunities to progress into other roles in the organisation. You will be adaptable, confident, enthusiastic, and committed to delivering excellent service, with comprehensive training provided to support your growth and success in the role

Key Responsibilities

• Provide technical support on SD Worx suite of payroll via voice and email
• Ensure 100% customer satisfaction on calls and emails
• Own the client query from start to completion - even when support from other colleagues is required
• Escalate questions and issues to senior team members as required.
• Carrying out in-depth offline investigations where necessary and feedback findings to the client
• Perform other duties as determined by Customer Service Manager.
• Developing and maintaining close working relationships and interaction with clients, providing them with a superior level of service at all times.

What do you have to offer?

• 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 to investigate complex payroll, system, and configuration issues and identify root causes.
• Microsoft SQL Server, database querying, and data analysis experience highly desirable (but not essential, training will be provided).
• Ability to learn technical payroll concepts and to clearly explain to non-technical clients and stakeholders.
• Proven ability to manage high workloads while maintaining accuracy, quality, and attention to detail.
• Remains calm, professional, and solution-focused when handling complex issues and critical incidents.
• Strong ownership mentality with commitment to delivering exceptional customer service and issue resolution.
• Excellent communication, collaboration, and stakeholder management skills across internal and external teams.
• Proactive approach to continuous improvement, innovation, knowledge sharing, and best practice development.
• Strong organisational skills with ability to prioritise workloads and manage escalations effectively.
• Demonstrates professionalism, integrity, company values, and consistently promotes service excellence and customer advocacy.

Salary range information will be shared with candidates during the initial interaction with the Talent Acquisition team, either by phone or email.

What do we have to offer?

• A dynamic environment: flexible working hours and working from home - 1 day in the office per week, the other 4 days either in office or at home, whatever suits you
• 25 days holiday (including the ability to buy an additional 5 days holiday)
• Pension (6% matched)
• Medical healthcare - employee or cash option
• Workation: possibility to work from any SD Worx location (4 weeks per year, EU only)
• Referral program
• Learning opportunities: through an individual development plan and professional training
• Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx!

SD Worx values diversity and inclusion in the workplace. We welcome applications from all qualified candidates regardless of origin, nationality, gender, gender identity, sexual orientation, age, disability, religion, ethnic or social background, or stage of life.

All hiring decisions are made based on skills, experience and role‑related qualifications.