Customer Support Agent

• Provide technical support on the SD Worx suite of payroll products via voice and email
• Ensure 100% customer satisfaction on calls and emails
• Own client queries from start to completion, including when support from colleagues is required
• Escalate questions and issues to senior team members as required
• Conduct in-depth offline investigations and provide findings to clients
• Perform other duties as determined by the Customer Service Manager
• Develop and maintain close working relationships with clients
• Provide a superior level of service to clients
• Support internal stakeholders as a payroll solutions subject matter expert
• Drive effective issue resolution and continuous service improvement

Requirements

• Experienced payroll professional and/or technical support engineer
• Knowledge of UK and/or ROI payroll legislation, processing, pensions, compliance, taxation, and year-end activities
• Experience supporting enterprise payroll and HR solutions in a client-facing technical or functional support role
• Strong analytical skills for investigating complex payroll, system, and configuration issues and identifying root causes
• Microsoft SQL Server, database querying, and data analysis experience highly desirable but not essential; training provided
• Ability to learn technical payroll concepts and explain them clearly to non-technical clients and stakeholders
• Proven ability to manage high workloads while maintaining accuracy, quality, and attention to detail
• Calm, professional, and solution-focused approach to complex issues and critical incidents
• Strong ownership mentality and commitment to exceptional customer service and issue resolution
• Excellent communication, collaboration, and stakeholder management skills
• Proactive approach to continuous improvement, innovation, knowledge sharing, and best practice development
• Strong organisational skills with ability to prioritise workloads and manage escalations effectively
• Professionalism, integrity, company values, service excellence, and customer advocacy

Core Competencies

Demonstrates expertise in payroll processing, compliance, and legislation, with a strong focus on customer service and issue resolution. Capable of managing complex client queries and providing technical support while maintaining high standards of accuracy and professionalism.

Highest-signal resume keywords

• Payroll Processing
• UK Payroll Legislation
• Customer Service Excellence
• Analytical Skills
• Microsoft SQL Server

ATS Optimization Keywords Hard Skills

• Payroll Processing
• UK Payroll Legislation
• ROI Payroll Legislation
• Data Analysis
• Database Querying
• Issue Resolution
• Compliance
• Pensions
• Taxation
• Year-End Activities

Soft Skills

• Communication Skills
• Collaboration
• Organisational Skills
• Attention to Detail
• Professionalism

Industry Keywords

• Customer Advocacy
• Service Excellence
• Continuous Improvement
• Stakeholder Management
• Technical Support

Tools & Technologies

• SD Worx Suite
• Microsoft SQL Server