Payroll Application Support Consultant

UNIT4 NV; Friendly (MD); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Support Specialist to provide efficient support services to customers. The role involves resolving application issues, managing customer escalations, and mentoring team members. Ideal candidates will have strong customer service skills and experience in HRIS/HCM/Payroll. The company promotes a culture of trust, work-life balance, and inclusivity, offering remote work options and generous time off.

Benefits

Uncapped Time Off

Remote Working

Global Wellbeing Days

Commitment to Sustainability

Inclusive Environment

Qualifications

• Exceptional customer-facing skills and understanding of delivering outstanding customer service.
• Experience in HRIS/HCM/Payroll, especially Singapore Payroll, is highly desirable.
• Strong analytical and problem-solving abilities.

Responsibilities

• Investigate, document, and resolve application problems reported via Unit4’s case logging system.
• Handle customer escalations, take ownership of complex issues, and communicate progress effectively.
• Train and mentor less experienced team members on product knowledge, skills, and processes.

Skills

Customer Service

Analytical Skills

Problem Solving

Communication

Education

Graduate Degree

Tools

ServiceNow

SQL

Job description

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We've innovated and taken a new approach to delivering ERP that works for people.

Self-driving, adaptive, and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so they can spend time on meaningful high-value work they live for.

Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.

Job Description

To provide a professional, efficient, and effective support service to Unit4 customers in resolving support cases and completing various tasks to support our customer base.

Working hours may be on a rotating schedule: 9 AM – 6 PM, 8 AM – 5 PM, or 12 PM – 9 PM MYT, depending on customer support business requirements, with prior communication.

Key Tasks and Responsibilities:

• Investigate, document, and resolve application problems reported via Unit4’s case logging system.
• Progress each issue to conclusion, liaising with colleagues and other departments as needed.
• Process support cases in accordance with Service Level Guidelines.
• Handle customer escalations, take ownership of complex issues, and communicate progress effectively.
• Propose process improvements to enhance customer experience to the Customer Services Team Leader.
• Identify opportunities for service improvement or chargeable activities and escalate appropriately.
• Train and mentor less experienced team members on product knowledge, skills, and processes.
• Highlight potential escalation risks proactively and coordinate additional resources as needed.
• Participate in knowledge sharing activities actively.

Qualifications

We seek individuals with the right attitude and a desire to learn and grow. Both graduates and experienced professionals are encouraged to apply.

• Exceptional customer-facing skills and understanding of delivering outstanding customer service.
• Experience in HRIS/HCM/Payroll, especially Singapore Payroll, is highly desirable.
• Strong analytical and problem-solving abilities.
• Excellent communication skills, fluent in English, both written and oral.
• Basic knowledge of Microsoft technologies, workplace processes, and IT infrastructure.
• Ability to manage time effectively, prioritize workload, and meet deadlines.
• Friendly, professional, and positive attitude towards tasks.
• Ability to work independently and as part of a team.
• Knowledge or experience with ServiceNow or similar platforms is advantageous.
• ITIL knowledge.
• Basic knowledge of SQL.

Additional Information

At Unit4, we offer:

• A culture built on trust, providing autonomy and success opportunities.
• Work-life balance with uncapped time off, remote working, and Global Wellbeing Days.
• Talented colleagues, mentors, and role models in the software industry.
• Commitment to sustainability through initiatives like Act4Good.
• A safe, inclusive environment supported by Employee Resource Groups such as Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4.