Payroll Support Consultant

**Who we are**:
Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.

Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees.

**The EH Way**:
At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.

- **We are Mission First**:

- everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
- **We are Remote First** - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
- **We are AI First** - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale
- **We are Apolitical**:

- we do not take a position on political or social topics, unless it relates to our Mission
- **We Live by Our Values** - we role model our values 100% of the time
- **We Expect High Performance** - we set a high standard and we’re not satisfied with being average

**This role**:
Your key focus areas will be:

- Providing timely and accurate support to customers post go-live, ensuring payroll accuracy and confidence in using the EH platform
- Resolving support tickets efficiently while delivering a high level of customer care and professionalism
- Reducing ticket escalation volume through proactive troubleshooting, clear communication, and strong product knowledge
- Enhancing the customer experience by contributing to process improvements, product feedback, and support documentation

This will include

- You will provide support to clients after they 'go-live' by walking them through updates needed or how to troubleshoot in a variety of ways, such as award interpretation and platform configuration
- Responding to and resolving customer tickets, calls and queries related to the Employment Hero Platform in a timely manner.
- Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers.
- Proactively analyse and understand product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements.
- Conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
- Take on client and team payroll escalations for our customers
- Assist with requirements gathering to run post mortems and run internal support team workshops
- Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team.
- Managing Problem Tickets with urgency and collaborating with key stakeholders to resolve as quickly as possible
- Leveraging ZenDesk, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints in accordance with service level agreements (SLAs)
- Proactively contribute feature requests, Customer Care Processes, Macros and Help Centre suggestions, where warranted and using customer insights.

**Who you are**:
To thrive at Employment Hero, you’ll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you’ll also bring

- Relevant Australian and/or New Zealand Payroll knowledge and industry experience.
- Previous experience in setting up, implementing and/or administrating payroll systems (knowledge of EH Payroll/KeyPay is a plus).
- Exposure to working in fluid, high change and high velocity environments.
- Prior exposure to customer experience within a SaaS (Software as a Service) environment.
- An attitude that always puts your customer's needs first
- Problem solving skills with a sound and thorough approach to troubleshooting.
- Ability to manage competing priorities, working autonomously; requesting assistance where needed.
- Strong and polished verbal and written communication skills.

**What we can offer**:
At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means

- You will work remotely, with the flexibility to own your time and impact
- You will access cutting-edge tools to amplify your work, knowledge and outputs
- You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
- You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies
- You’ll also have access to a wide range of benefits that includes - a very generous paternity leave policy, subsidised egg freezing (so you can ma