Payroll Specialist - Product Support

TransPerfect Inc; Bengaluru; On-site; INR 450,000 - 750,000; Full time

Job summary

Paybooks in Bengaluru is seeking experienced Support Agents to act as the bridge between our payroll software and clients. The role requires solid IT/payroll fundamentals, domain knowledge, and excellent client communication across email, phone, and chat.

The ideal candidate has 2–5 years of experience, proficiency with payroll software and Excel, and a keen eye for detail in handling payroll data. Join a dynamic, fast-paced team at Paybooks.

Qualifications

• Bachelor’s degree in accounting, business administration or related field.
• Experience levels: 2+ to 5 years.
• Proficiency with payroll software and systems.
• Experience with Microsoft Excel and other office software.
• Attention to detail and accuracy in handling payroll data.
• Strong analytical skills to assess payroll data and identify trends or errors.
• Strong problem-solving abilities to resolve customer issues effectively.
• Ability to perform under pressure during peak periods (month-end, quarter-end, and year-end)

Responsibilities

• Serve as the primary point of contact between the software application and clients
• Respond to client inquiries via email, phone, and chat with professionalism and patience
• Actively listen to and comprehend client queries to provide accurate and effective solutions
• Maintain and apply a foundational understanding of product concepts, Cost to Company (CTC) calculations, and domain-specific knowledge
• Stay informed about software updates, functionalities, and industry best practices
• Troubleshoot and resolve client issues related to software usage, functionality, and performance
• Systematically document and track client issues, resolutions, and feedback
• Ensure high levels of customer satisfaction through timely and effective query resolution
• Conduct follow-ups to confirm issue resolution and client satisfaction
• Clearly articulate technical information to clients with varying levels of expertise
• Provide comprehensive explanations and guidance to facilitate effective software utilization
• Identify recurring issues and propose enhancements to software functionality and support processes
• Participate in ongoing training and professional development initiatives
• Should develop in-depth product knowledge to do product fitment gap analysis between client’s requirement and product features and functionalities

Skills

Payroll software

Microsoft Excel

Attention to detail

Analytical skills

Problem-solving

Customer communication

Education

Bachelor's degree in accounting, business administration or related field

Job description

About Paybooks

Paybooks is on a mission to make HCM & payroll simple and delightful for businesses. Since 2012, we have helped 3,000+ businesses across India in automating their payroll, staying compliant with laws, and delighting their employees. Paybooks is a part of TransPerfect family of companies, the world’s largest provider of language and technology solutions for global business with offices in more than 100 cities

worldwide.

About the Team

Our vision is to create a global HCM platform, augmented with a suite of AI apps to re-imagine the power of talent management. To accomplish this, we are building a highly motivated team, having right mix of curiosity, expertise, and stamina to transform the space!

Position Overview

We are seeking junior, mid level and senior Support Agents to serve as crucial intermediaries between our software application and clients. This role demands a solid foundation in IT/Payroll fundamentals, basic domain knowledge, and exceptional client communication skills across various channels.

Key Responsibilities

• Serve as the primary point of contact between the software application and clients
• Respond to client inquiries via email, phone, and chat with professionalism and patience
• Actively listen to and comprehend client queries to provide accurate and effective solutions
• Maintain and apply a foundational understanding of product concepts, Cost to Company (CTC) calculations, and domain-specific knowledge
• Stay informed about software updates, functionalities, and industry best practices
• Troubleshoot and resolve client issues related to software usage, functionality, and performance
• Systematically document and track client issues, resolutions, and feedback
• Ensure high levels of customer satisfaction through timely and effective query resolution
• Conduct follow-ups to confirm issue resolution and client satisfaction
• Clearly articulate technical information to clients with varying levels of expertise
• Provide comprehensive explanations and guidance to facilitate effective software utilization
• Identify recurring issues and propose enhancements to software functionality and support processes
• Participate in ongoing training and professional development initiatives
• Should develop in-depth product knowledge to do product fitment gap analysis between client’s requirement and product features and functionalities

Job requirements

• Bachelor’s degree in accounting, business administration or related field.
• Experience levels: 2+ to 5 years
• Proficiency with payroll software and systems
• Experience with Microsoft Excel and other office software.
• Attention to detail and accuracy in handling payroll data.
• Strong analytical skills to assess payroll data and identify trends or errors.
• Strong problem-solving abilities to resolve customer issues effectively.
• Ability to perform under pressure during peak periods (month-end, quarter-end, and year-end)

The ideal candidate will demonstrate a strong commitment to customer service, possess a keen aptitude for technical problem-solving, and thrive in a dynamic, fast-paced environment