TASKS

Payroll & Customer Support

Provide timely and professional support to clients via email, phone, chat, and online meetings.
Assist clients with payroll-related 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.

Issue Investigation & Resolution

Analyze payroll discrepancies, system behaviors, and client-reported issues to determine root causes.
Utilize internal knowledge bases, support documentation, and available tools to investigate and resolve concerns.
Escalate complex or product-related issues to Product and Engineering teams with complete documentation.
Work collaboratively with internal stakeholders to identify product improvements and permanent solutions.

Documentation

Maintain accurate and comprehensive documentation of client interactions, investigations, and resolutions.
Create and manage support tickets while ensuring proper categorization and follow-through.
Contribute to internal knowledge articles and process documentation to improve team efficiency and client self-service.

Client Experience

Adhere to established Service Level Agreements (SLAs) and escalation procedures.
Build strong relationships with clients by providing responsive, empathetic, and solution-oriented support.
Gather client feedback and recommend improvements to enhance the payroll support experience and product usability.

Minimum Qualifications

Experience taking in calls for Customer Support, Payroll Support, HRIS Support, or Technical Support, preferably in a SaaS environment.
Working knowledge of payroll processes, payroll systems, and Philippine statutory government contributions, taxes, and payroll compliance.
Knowledge of payroll annualization and year-end tax computation processes is preferred.
Strong troubleshooting, analytical, and problem-solving skills.
Excellent verbal and written communication skills with the ability to explain technical or payroll concepts in a simple and understandable manner.
Strong customer service orientation with a passion for delivering exceptional client experiences.
Highly organized with excellent attention to detail and documentation skills.
Ability to manage multiple priorities in a fast-paced environment.
Resourceful, proactive, and solutions-driven.
Collaborative team player with strong interpersonal skills.

Preferred Qualifications:

Experience supporting HRIS or Payroll software.
Familiarity with Philippine payroll legislation and statutory requirements.
Experience using CRM or ticketing systems (e.g., Jira, Zendesk, Freshdesk, HubSpot, Salesforce).
Basic understanding of APIs, integrations, or SaaS platforms is an advantage.
Familiarity with AI-powered support tools or productivity applications is a plus.

Payroll & Customer Support Specialist (Hybrid)