Payroll & Customer Support Specialist (SaaS)

Sprout Solutions; Mandaluyong; On-site; PHP 391,000 - 614,000; Full time

Job summary

Sprout Solutions is seeking a Payroll & Customer Support specialist in the Philippines to provide comprehensive payroll-related assistance to clients across email, phone, chat, and online meetings. You will troubleshoot payroll issues, guide users on payroll features, and maintain detailed case documentation.

The role emphasizes resolving inquiries with a customer-first mindset, adhering to SLAs, and collaborating with Product and Engineering to improve payroll capabilities.

Qualifications

• Experience taking calls for Customer Support or SaaS environments.
• Working knowledge of payroll processes, statutory contributions, taxes, and payroll compliance in the Philippines.
• Knowledge of payroll annualization and year-end tax computation is preferred.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication with ability to explain payroll concepts clearly.
• Strong customer service orientation with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Resourceful, proactive, and solutions-driven.
• Collaborative team player with strong interpersonal skills.

Responsibilities

• Provide timely and professional support to clients via email, phone, chat, and online meetings.
• Assist clients with payroll inquiries, system navigation, payroll processing, statutory compliance, and best practices.
• Investigate, troubleshoot, and resolve payroll and system-related issues while ensuring a positive client experience.
• Guide clients on the proper use of payroll features and functionalities.
• Monitor open cases, provide regular updates, and ensure timely resolution of client concerns.
• Maintain accurate and comprehensive documentation of client interactions, investigations, and resolutions.
• Contribute to internal knowledge articles and process documentation to improve team efficiency and client self-service.

Skills

Customer support experience

Payroll knowledge

Troubleshooting

Communication skills

Documentation skills

Multi-tasking

Team collaboration

Tools

Jira

Zendesk

Freshdesk

HubSpot

Salesforce

Job description

Sprout Solutions is seeking a Payroll & Customer Support specialist in the Philippines to provide comprehensive payroll-related assistance to clients across email, phone, chat, and online meetings. You will troubleshoot payroll issues, guide users on payroll features, and maintain detailed case documentation.

The role emphasizes resolving inquiries with a customer-first mindset, adhering to SLAs, and collaborating with Product and Engineering to improve payroll capabilities.