Software Support Advisor
- Recruiter
- Confidential
- Location
- Farnborough
- Salary
- Competitive
- Posted
- 28 Jul 2022
- Closes
- 25 Aug 2022
- Sectors
- Education & Teaching, Support
- Contract Type
- Permanent
- Hours
- Full Time
About the role
The Software Support Advisor reports to the Software Support Team Manager, providing 1st line support to clients with application related queries and issues. The Software Support Advisor communicates with clients, helping them use Moorepay systems. They help improve the product by raising bugs and new functionality requirements, as well as user acceptance testing new releases. The Software Support Advisor is a subject matter expert on our applications and focused on service delivery to provide a great client experience.
Key responsibilities include:
Working in a team alongside other Software Support Advisors to ensure clients payrolls are managed timely, accurately and securely.
Taking ownership for the client journey, always ensuring service excellence.
Answering client queries about the Moorepay systems (CurrentGen and NextGen) via email and telephone within service level agreements, striving for client advocacy and first contact resolution.
Liaising with internal stakeholders within operations, sales, client success, marketing and technology, to help manage a client payrolls.
Using the CRM to record details of all client interactions.
Completing all set tasks accurately and efficiently, adhering to deadlines, instructions, policies and procedures and training as appropriate.
Raising system bugs and improvement ideas with technical support
Knowledge sharing with peers to create a team of system experts.
Helping customers understand how best to use their Moorepay Software to support their business needs.
Updating internal and external customers on bug fixes and new features to create a great client experience.
Working closely with the technical support to investigate and resolve issues.
Keeping up to date with technology trends, product enhancements, industry developments and HR legislation.
Providing UAT for new releases.
Inputting in to feature design meetings with product management.
Acting as a subject matter expert, where required, for feature design or bug fixes.
Skills and experience required
You'll have previous experience of working with applications, ideally in HR/Payroll sector.
You'll have previously worked with SaaS products.
You're an analytical thinker with an innovative approach to problem solving.
You can work to deadline, prioritising appropriately using sound judgement.
You take ownership of decision making when required.
You're comfortable working with others, building effective working relationships with clients and colleagues.
You have excellent communication skills both written and verbal.
You embrace change as technology, products and services evolve.
About Us
Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Manchester, Sheffield, Farnborough 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 flexible benefits package where you can choose your own tax-free benefits. From insurance and the Cycle to Work Scheme, to travel benefits and holiday trading - there s something for everyone.
A comprehensive programme of learning and development.
Generous pension contributions.
A competitive base salary, often with performance-related bonuses and car allowances
The Software Support Advisor reports to the Software Support Team Manager, providing 1st line support to clients with application related queries and issues. The Software Support Advisor communicates with clients, helping them use Moorepay systems. They help improve the product by raising bugs and new functionality requirements, as well as user acceptance testing new releases. The Software Support Advisor is a subject matter expert on our applications and focused on service delivery to provide a great client experience.
Key responsibilities include:
Working in a team alongside other Software Support Advisors to ensure clients payrolls are managed timely, accurately and securely.
Taking ownership for the client journey, always ensuring service excellence.
Answering client queries about the Moorepay systems (CurrentGen and NextGen) via email and telephone within service level agreements, striving for client advocacy and first contact resolution.
Liaising with internal stakeholders within operations, sales, client success, marketing and technology, to help manage a client payrolls.
Using the CRM to record details of all client interactions.
Completing all set tasks accurately and efficiently, adhering to deadlines, instructions, policies and procedures and training as appropriate.
Raising system bugs and improvement ideas with technical support
Knowledge sharing with peers to create a team of system experts.
Helping customers understand how best to use their Moorepay Software to support their business needs.
Updating internal and external customers on bug fixes and new features to create a great client experience.
Working closely with the technical support to investigate and resolve issues.
Keeping up to date with technology trends, product enhancements, industry developments and HR legislation.
Providing UAT for new releases.
Inputting in to feature design meetings with product management.
Acting as a subject matter expert, where required, for feature design or bug fixes.
Skills and experience required
You'll have previous experience of working with applications, ideally in HR/Payroll sector.
You'll have previously worked with SaaS products.
You're an analytical thinker with an innovative approach to problem solving.
You can work to deadline, prioritising appropriately using sound judgement.
You take ownership of decision making when required.
You're comfortable working with others, building effective working relationships with clients and colleagues.
You have excellent communication skills both written and verbal.
You embrace change as technology, products and services evolve.
About Us
Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Manchester, Sheffield, Farnborough 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 flexible benefits package where you can choose your own tax-free benefits. From insurance and the Cycle to Work Scheme, to travel benefits and holiday trading - there s something for everyone.
A comprehensive programme of learning and development.
Generous pension contributions.
A competitive base salary, often with performance-related bonuses and car allowances