Software Support Agent

As a Customer Support Agent, you will represent Zellis Customer Support in internal and external customer interactions, delivering exceptional service and technical expertise. You will demonstrate key technical and operational skills in a multi-channel environment, focusing on providing the best possible solution support for our customer base. A customer-first approach is essential, placing customer satisfaction at the heart of everything you do.

In addition to strong technical capability, we are particularly interested in candidates with payroll expertise or experience in HR/payroll operations. This knowledge will help bridge the gap between technology and payroll processes, ensuring we deliver accurate, efficient, and compliant solutions for our customers.

You will interact with varied customer personas, including HR and payroll managers, finance managers, system administrators, IT professionals, and internal Zellis colleagues to diagnose and resolve solution issues.

Responsibilities

• Demonstrate key technical and operational skills for the role, for example supporting and resolving issues with Zellis Solutions, including Elementsuite, Everyday, ResourceLink, MyView, HCM cloud/AIR, including issues with configuration, pay elements, user security, organisation and job structures.
  
  
• Contribute towards team goals and objectives, including SLAs, KPIs, Customer brand NPS and employee engagement eNPS.
  
  
• Investigate and diagnose data issues for data structures.
  
  
• Progress, own and manage cases to resolution, adhering to operational outcomes and Service Level targets and keeping the Customer and colleagues regularly updated.
  
  
• Perform data analysis to investigate, diagnose, and apply corrective action and/or use troubleshooting techniques to identify solutions/workarounds for solution issues. Review cases where a defect has been identified, create the associated problem, knowledge article and DevOps/ProductHub record and manage the customers’ expectations through defined process.
  
  
• Identify opportunities for case reduction and deflection including trend analysis, creation of knowledge articles and potential product enhancements.
  
  
• Escalate individual support cases that cannot be resolved through available troubleshooting steps to extended teams.
  
  Skills & Experience
  
  
• Proven experience in a customer facing Software Support role.
  
  
• Demonstrable technical skills in SQL, JAVA/JSON or similar
  
  
• Exeperience using case management tools, such as ServiceNow or Zendesk
  
  
• Experience with SLAs, KPIs, and customer satisfaction metrics (e.g., NPS).
  
  
• HR/Payroll or WFM knowledge would be an advantage but not essential.
  
  Benefits & Culture
  
  At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.
  
  Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:
  
  
• Unstoppable together.
  
  
• Always learning.
  
  
• Make it count.
  
  
• Think scale.
  
  Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services. With Zellis you’ll have the chance to stretch and challenge yourself in an environment that’s varied, flexible and hugely supportive.
  
  We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:
  
  
• A competitive base salary.
  
  
• 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday.
  
  
• Private medical insurance.
  
  
• Life assurance 4x salary.
  
  
• Enhanced pension scheme with company contributions up to 8.5%.
  
  
• A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure