Technical support consultant

About the role We have an exciting opportunity for an enthusiastic and highly motivated individual to join our Payroll team at Moorepay as a Technical Support Consultant. We are looking for someone who has previous experience in Payroll or HR - Maybe you are someone who has a keen in interest in fixing problems and providing a great customer service, interested to try something a bit different by working closely with our customers to support their Payroll HR system related queries. Your role will be to provide 2nd line software support to internal teams and clients with application related queries and issues, with a focus on Moorepay’s Payroll Software. This role helps improve the product by raising bugs and new functionality requirements, as well as testing new releases. You will be a subject matter expert on our applications and focused on service delivery to provide a great client experience. This is a great opportunity for you to join a supportive, exciting, and growing business at Moorepay. We love to reward our people for their hard work - We offer a flexible benefits package, a comprehensive programme of learning and development, and a great work/life balance. If you’re looking for your next career move and would like to work for a company where you will be provided with great training, supportive management, and a strong progression path we would love to hear from you! Key responsibilities include: Supporting the Payroll Teams with Payroll queries through to resolution. Investigating application related queries raised by internal and external customers and resolving issues in line with SLAs. Managing any issues / incidents through to successful resolution and completing RCA with recommendations for improvement. Championing the voice of the customer by raising bugs and new features Helping customers understand how best to use their Moorepay Software (HCM) to support their business needs. Updating internal and external customers on bug fixes and new features to create a great client experience. Understanding and providing support to clients on applications and processes. Working closely with the Tech, Product Development and IT teams to investigate and resolve issues. Providing consultation to clients to understand requirements and deliver professional service bespoke work. Sharing knowledge and expertise with onshore and offshore colleagues, striving for a consistent client experience. Keeping up to date with technology trends, product enhancements, industry developments and Payroll legislation. Training and advising team members, colleagues, and clients by sharing technical knowledge and expertise. Working collaboratively with Tech Support in Kochi to complete work accurately and on time. Providing UAT for new releases. Inputting into feature design meetings with product management. Acting as a subject matter expert, where required, for feature design or bug fixes. Skills experience This role would be ideal for someone with experience in IT support and/or IT service desk with great customer service skills. You have strong IT skills and a keen interest fixing problems You re an analytical thinker with an innovative approach to problem solving. You can work to deadlines with appropriate prioritisation. You can 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. Benefits culture Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (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 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.