Customer Support Analyst

Posted on 04/05/2026

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Kochi

Competitive + benefits

Permanent

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Customer Support Analyst

About the role

As a Customer Support Analyst, you'll represent Zellis in both internal and customer-facing interactions, delivering high-quality, multi-channel support for our HR and Payroll software solutions.

You’ll work with a range of stakeholders—HR/payroll managers, finance, IT professionals—to resolve complex issues, improve service delivery, and enhance the customer experience.

We will provide full product training, supported by your team but you’ll need to be great with customers, tech savvy with a thirst to learn and an interest in developing a career in a multi support channel HR/Payroll software support environment.

Key Responsibilities

Provide expert technical support across Zellis products, resolving software and data-related issues via tickets, live chat, and phone.
Own support cases end-to-end, ensuring timely updates, SLA compliance, and a positive customer experience (NPS-focused).
Analyse data and troubleshoot application issues to identify solutions or effective workarounds.
Act as a product and process subject matter expert within the support function.
Review defect-related cases, raise problems, create DevOps records and knowledge articles, and manage customer expectations.
Identify related open cases linked to known problems and update accordingly.
Create, review, and maintain high-quality knowledge articles, ensuring accuracy and avoiding duplication.
Proactively identify opportunities for case deflection through trend analysis, documentation, and product improvement suggestions.
Escalate unresolved issues to extended teams where required.
Maintain accurate case and customer records in support systems.
Follow support procedures, quality standards, and contribute to continuous improvement initiatives.
Support team collaboration through knowledge sharing, mentoring, and active participation in meetings
Collaborate with cross-functional teams and represent Support Services in meetings when required.

Working Pattern

This is a critical support role requiring flexibility to work rotational shifts across a 24/7 window, including nights, weekends, and recognised National Holidays.

Skills & experience

Essential Skills & Experience

Strong written and verbal English, with the ability to pass the Common Communication Test.
Experience delivering English-speaking, multi-channel customer support (tickets, live chat, phone).
Previous experience supporting HCM and/or SaaS-based software products.
Strong problem-solving skills with full ownership mindset.
Technically curious, with confidence analysing issues and learning new systems.
Self-motivated, well-organised, and able to manage competing priorities under pressure.
Approachable team player who shares knowledge and supports others.
Confident leading internal huddles, meetings, and customer discussions, with clear documentation.
Positive, flexible attitude and ability to work effectively with cross-functional teams.

Desirable

Knowledge of, or interest in learning, SQL, JSON, and/or Java

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 salary.

Excellent career progression opportunities.

Transportation to the office (up to 30kms).

Casual, privilege and sick leave, plus your birthday off.

Group medical insurance.

Personal accident insurance.

Life assurance.

A range of additional flexible benefits to support personal wellbeing.

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