Payroll Technical Support Consultant

About the Role:

Are you experienced in payroll and looking to transition into a technical application support role? Join our dynamic 2nd line support team as a Technical Support Consultant. You'll assist internal teams and customers, ensuring smooth payroll and HR functionalities, troubleshooting issues, and enhancing user experiences.

Purpose:

• Provide high-quality support to Customer Support and Service Delivery teams in the UK, Ireland and India.
• Investigate and resolve issues with Moorepay products, which includes Payroll and HR. 
• Communicate with customers about issues and provide a resolution.
• Collaborate with Product, Development and IT Infrastructure teams to resolve problems. 

Key Accountabilities:

Technical Application Support:

• Resolve technical issues for internal and external customers in line with SLAs.
• Identify the root cause to prevent similar issues in the future.
• Ensure system effectiveness and compliance with current legislation.
• Recommend improvements to the applications to enhance the customer experience or business efficiency
• Train and advise team members and customers by sharing technical expertise.

System Administration:

• Monitor system queues to maintain product performance.
• Respond to and resolve system error messages.

Customer Service / Continuous Improvement:

• Develop and maintain good relationships with stakeholders.
• Champion customer feedback by identifying and raising product bugs and feature requests.
• Provide best practice advice on Moorepay systems and processes.

User Acceptance Testing

• Act as a Subject Matter Expert and attend walkthroughs of Technical Specifications.
• Help test system changes, such as new product features or UK and ROI payroll legislation. 

• Previous payroll experience/knowledge is essential
• HR experience is advantageous.
• Good technical knowledge of Payroll and/or HR systems is advantageous.
• Flexible approach to working and problem-solving.
• Decision-making skills without guidance.
• Customer focused. 
• PC literacy – Word, Excel, PowerPoint, Outlook, OneDrive, etc.
• Excellent communication skills.
• Ability to build effective working relationships.
• A drive to learn and develop.

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.