Payroll Specialist (Required AU Payroll Experience)

The Customer Support department is responsible for working directly with our customers to ensure they have a great experience with the platform, troubleshoot and resolve platform related issues. You will become a product expert, assisting our clients on all things. Provide help to troubleshoot and replicate issues, document and escalate bugs and feedback, and act as the bridge between our customers, our Customer Success Managers, Product and Tech Teams.

Payroll configuration changes, time-sheeting and rostering enquiries and intermediate level troubleshooting. Escalate support and development requests Troubleshoot and resolve advanced payroll configuration issues, investigate and resolve platform issues.

• Provide excellent customer service
• Manage large numbers of inbound and outbound calls, web chats and emails
• Follow guides to identify customer’s issues, complete data collection forms
• Complete basic troubleshooting, escalate appropriately if required
• Use your knowledge of Australian payroll to help customers identify and resolve payroll related queries
• Troubleshoot and replicate the issue, capture details and screen grab
• Provide basic platform training and guidance for customers
• Provide basic support function for payroll or time sheeting enquires
• Complete data collection forms to scope potential bug/enhancement
• Act as a conduit between the CS team, Support Team and Dev team
• Triage escalated bugs and provide advice on severity and customer impact
• Collaborate with dev team on FAQ articles

• Must possess a Bachelor's / College Degree in Finance / Accountancy / Banking or equivalent
• Required experience in Australian Payroll and New Zealand
• Experience in using ERP Systems such as Salesforce and Keypay, an advantage
• Be experienced resolving complex customer enquiries and complaints
• Hold qualifications in relevant discipline or have equivalent experience
• Proven experience in a Customer Support in a fast-paced environment, utilising SLA’s and CSAT
• Able to work effectively with minimal supervision
• Be a natural problem solver with an inquisitive mind, having a natural aptitude for systems and technologies, and the ability to conceptualise, solve and execute solutions to customer-specific issues
• Be curious – “Why does it work that way and how can we do it better”.
• Demonstrated experience of technical support, experience in a SaaS or payroll business highly regarded but not essential

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.