Customer Support Specialist

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In this role your key responsibilities will be:

Be a subject matter expert in Zellis products and the support process.

Provide real-time support for a wide range of software related queries across a variety of contact channels.

Achieve established targets to required productivity levels and quality standards in order to deliver excellent customer support and an effortless experience.

Progress, own and manage cases escalated from colleagues to resolution, adhering to Service Level Targets and other key customer-driven KPIs

Perform data analysis to investigate, diagnose, and apply corrective action and/or use troubleshooting techniques to identify solutions / workarounds for application issues Review cases passed from colleagues where a defect has been identified, create the associated problem, knowledge article and DevOps record and manage the customers' expectations through defined process

Identify outstanding cases being worked by other team members which relate to problems you have raised, and update cases as appropriate

Identify opportunities for case deflection including trend analysis, creation of knowledge articles and potential product enhancements

Review/approve knowledge article content, ensuring no duplication within the knowledgebase Identify creative troubleshooting workarounds and support recommendations for cases that cannot be resolved through existing knowledge articles or troubleshooting steps

Escalate individual support cases that cannot be resolved through available troubleshooting steps to extended teams

Adhere to all Support procedures, policies and quality standards and work with the Quality Manager and Continuous Improvement Manager to suggest and drive process improvements Promote Zellis products and services, both internally and externally

Understand root cause and make recommendations on processes and product design to improve efficiency, productivity, and customer satisfaction

Represent your team and/or Zellis Support Services during internal/external meetings Maintain and update accurate case and customer information within our systems

Essential Skills

Proven analytical and problem-solving skills with the ability to take ownership of any problem and see through to resolution

Experience In a Multi-channel Customer Service Contact Centre

Excellent written and verbal communication skills

Previous relevant experience of supporting any HCM Software Product Suite

Able to work independently, manage your own time and priorities, giving urgency when needed Able to multi-task, manage a diverse workload

Be approachable and able to share your knowledge through mentorship

Self-motivated and resilient

Be confident in leading internal huddles, meetings, and external customer meetings, documenting and sharing outputs

Well organised with an attention to detail

Flexibility to work in rotational shifts across a 24-hour window (6:30 am to 6.30 am next day) throughout the week, including weekends

Positive and flexible attitude to work

Ability to work under pressure and to tight deadlines

Ability to work with cross-functional teams

Ability to learn using all available resources and retain knowledge effectively