Software Support Agent

About Natural HR

Natural HR is an all-in-one cloud HR and payroll software provider partnering with medium-sized businesses to enable them to run their HR operations more efficiently and effectively.

About the role

The role of the Software Support Agent is to assist our customers in getting the most out of our software and troubleshooting day-to-day queries whilst gaining deep technical knowledge of key areas of our system.

Reporting to the Software Support Manager, you will work as part of a small team on our Customer Support Desk, answering incoming support tickets and enquiries by phone.

This role is office-based in Birmingham City Centre, working 37.5 hours per week with Tuesdays to Thursdays working in the office and Mondays and Fridays working from home.

RESPONSIBILITIES

• Customer Support The majority of your time in the role will be spent on the following activities:
• 1st line support - responding to phone calls, emails, and support tickets in line with SLAs and providing regular customer updates to outstanding queries.
• Testing resolutions returned from Product and informing customers
• Ensuring new customers recently completing implementation are monitored and their incoming adequately resolved
• Ensure all incoming is assigned within the agreed first response SLA time
• Identifying tickets for escalation and informing the senior support consultants and Software Support Manager
• Identifying any team training requirements based on incoming and questions asked by fellow team members
• Reviewing the no search results for the customer knowledge base and advising of any articles that would be of benefit or adding tags to any articles currently created to enhance search results
• Developing and maintaining an in-depth understanding of our HR & payroll system and services and becoming a subject matter expert in key areas such as workflows, forms, and time off functionality
• Running queries (SQL) and inspecting on-page code to diagnose potential problems.
• Taking ownership of queries that may need to be passed over to the Product team and keeping the customer updated through to resolution.
• Carrying out daily reviews of open customer queries that are assigned to you and being accountable for cases through to resolution
• Providing customer support via online meetings/screen-sharing as and when required to identify customer issues or demonstrate "how to" perform specific tasks within our system
• Updating the CRM database and Customer Support Desk in a timely manner with notes following customer calls and internal discussions
• Creating and updating knowledge base and support content based on your customer interactions and newly released features to guide customers through using specific areas of our software
• Ensuring the Software Support Manager is aware of any customer queries which may need to be escalated
• You are responsible for the security of your physical environments where information is stored and/or processed. You are also responsible for the operational security of the information systems you use. You must adhere to all information security procedures including the maintenance of data, confidentiality, and data integrity

Learning and Development

• Ensure you have diarised commitments to your learning and development, including attending/watching product training webinars and recordings
• Keep up to date with our product updates
• Take responsibility for your own training needs and discuss these needs with the Support Desk Manager

COMPETENCIES

• Excellent customer service skills - you will be committed to delivering the best possible customer experience and exceeding customer expectations
• You will display high levels of integrity and always consider the security of our business and our customers' data
• Technical ability - you will be comfortable fielding technical questions and able to relay answers in a non-technical way to our customers
• An organised and methodical approach to work with the ability to stay calm under pressure as you’ll balance an existing caseload with new support tickets coming in (20-30 tickets per day)
• Analytical in your thinking and approach to identifying problems, gathering information, replicating issues, and finding solutions
• Proactive in getting to grips with and delivering all aspects of the role. Excellent written and verbal communication skills - you will be fluent in English, have a good telephone manner, and communicate professionally via email.
• Personal development - you won't be phased by self-directed learning and will be able to identify areas where you would benefit from additional training and support.
• Excellent IT skills - you will be proficient in Microsoft Office, in particular, Excel, and have used other HR/Payroll or cloud business tools.

ROLE REQUIREMENTS

Required:

A background in customer service

Experience and/or an interest in technology

Desirable:

Experience in supporting other HR/payroll/ERP systems

SQL and basic HTML knowledge.

This job description is not exhaustive and additional duties may be required from time to time.

Zellis:

Zellis is the leading provider of payroll and HR solutions for the UK & Ireland. Together with Benefex and Moorepay we form the Zellis Group, serving a vast array of companies across every vertical and industry. Our purpose is to make people feel appreciated for the work they do - through precision, choice, and magic.

We have over 50 years of heritage and industry experience - and we’ve been ahead of the curve throughout. More than half a century ago, we were founded as Peterborough Data Processing. Quite a lot has changed since then - not least our name. We were acquired by Northgate, becoming NorthgateArinso in 2007 and NGA Human Resources UK and Ireland in 2014, where we were joined by Moorepay. In 2018, the UK and Ireland division was sold to Bain Capital and now we operate as a standalone company, Zellis. After acquiring Benefex, we’re now even better equipped to serve the complex needs of our customers.