About the role
Our Technical Support Consultants are knowledgeable and customer-focused colleagues working in a 2nd line support team. The role is to provide expert support, assisting internal teams and customers with payroll and HR functionalities, troubleshooting issues, and ensuring a seamless user experience.
Purpose:
* To provide high quality support to the Service Delivery Teams whose aim is to provide an excellent quality service to the client base including Payroll, HR, analytics, LMS, Benefits, AE, T&A, Direct Debits.
* To provide high quality support and advise in best practice to customers.
* Provide support to the Implementation Teams during the implementation and go live process.
* Help colleagues and customers to investigate application issues including product issues, implementation and configuration changes.
* Prioritise work and talk to internal and external customers on a regular basis about potential impact of issues and what we’re doing to fix them.
* Work closely with the Product Development and IT Infrastructure teams on complex problems, making sure they have all the information needed to get to the root of the problem.
* Work proactively with customers (internal and external) to transfer knowledge to reduce the number of incidents raised.
Key Accountabilities:
Technical Application Support
* Resolve technical issues raised by internal and external customers in line with SLAs.
* Provide sufficient feedback to issues to prevent similar issues being raised in future.
* Escalate outstanding issues according to specified procedures to line manager or other departments.
* Proactively recommend ways in which systems and procedures can be improved to enhance business efficiency and / or add value to the customer.
* Ensure system effectiveness and product knowledge is in line with current statutory and legislative requirements.
* Train and advise team members, colleagues and customers by sharing technical knowledge and expertise.
* Work with Tech Support colleagues in the UK and India to complete work accurately and on time.
System Administration
* Prepare system for the new tax years according to new legislation for both UK and ROI payrolls.
* Prepare payroll and third party calendars for new tax year.
* Implement new system functionality across the business.
* Monitor job queues to ensure that jobs run through the system efficiently.
* Monitor and respond to error messages, ensuring that reasons for errors are identified and issues resolved.
Customer Service / Continuous Improvement
* Develop and maintain good internal and external relationships.
* Champion customer feedback about our products internally through identifying and raising product bugs and feature requests.
* Provide best practice advice to internal and external clients in the use of Moorepay systems and processes.
UAT
* Review Functional Specifications of new functionality prior to Development.
* Be a Subject Matter Expert and attend walk throughs of Technical Specification / QA handover.
* Provide UAT for new releases of Moorepayhr as part of the Early Adoption Programme.
* Provide UAT of bespoke software and where agreed QA also.
Skills & experience
* Previous technical support experience.
* Payroll experience and/or HR experience would be advantageous.
* Change Management.
* Report writing skills, using MPHR and IBM Query an advantage.
* Ability to work unsupervised.
* Work to deadlines with appropriate prioritisation.
* Flexible approach to working and problem solving.
* Can make decisions without guidance.
* Customer Care experience.
* A technical background in application support with experience providing critical systems support for external clients or partners.
* PC Literacy – Word, Excel, PowerPoint, Outlook, OneDrive etc.
* Good technical knowledge of HR and payroll systems.
* Excellent communication skills both written and verbally.
* Can build effective working relationships with clients and colleagues.
* A drive to learn and develop including self-development.
Benefits & culture
Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Birmingham and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself!
To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all.
Here’s what you’ll gain if you join our team:
* A career packed with opportunity, in a stable and growing company.
* A comprehensive programme of learning and development.
* Competitive base salary.
* 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well!
* Private medical insurance.
* Life assurance 4x salary.
* Enhanced pension with up to 8.5% employer contributions.
* A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
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