Customer Support Analyst

As a Customer Support Analyst at Zellis, you will represent the company in internal and customer-facing interactions, providing high-quality, multi-channel support for HR and Payroll software solutions. You will collaborate with various stakeholders such as HR/payroll managers, finance professionals, and IT specialists to resolve complex issues, enhance service delivery, and improve the overall customer experience. Key Responsibilities: - Provide expert technical support for Zellis products, addressing software and data-related issues through tickets, live chat, and phone communication channels. - Take ownership of support cases from start to finish, ensuring timely updates, adherence to SLAs, and a positive customer experience with a focus on NPS. - Analyze data and troubleshoot application issues to identify solutions or workarounds. - Serve as a subject matter expert on products and processes within the support function. - Review defect-related cases, escalate problems, create DevOps records and knowledge articles, and manage customer expectations. - Identify and update related open cases linked to known problems. - Develop, review, and maintain high-quality knowledge articles to ensure accuracy and avoid duplication. - Proactively identify opportunities for case deflection through trend analysis, documentation, and suggestions for product improvements. - Escalate unresolved issues to extended teams when necessary. - Maintain accurate case and customer records in support systems. - Follow support procedures, quality standards, and contribute to continuous improvement initiatives. - Foster team collaboration through knowledge sharing, mentoring, and active participation in meetings. - Collaborate with cross-functional teams and represent Support Services in meetings as required. Working Pattern: This role requires flexibility to work rotational shifts across a 24/7 window, including nights, weekends, and recognized National Holidays. Skills & Experience: - Strong written and verbal English skills, with the ability to pass the Common Communication Test. - Experience in delivering English-speaking, multi-channel customer support via tickets, live chat, and phone. - Minimum of 24 months experience in a customer-facing role. - Background in STEM subjects (Science, Technology, Engineering, or Mathematics) at the undergraduate or postgraduate level is advantageous. - Fair knowledge of UK Payroll is a plus. - Openness to working rotational 24/7 shifts. - Previous experience supporting HCM and/or SaaS-based software products. - Strong problem-solving skills with a mindset of full ownership. - Technical curiosity, ability to analyze issues, and learn new systems confidently. - Self-motivated, well-organized, and capable of managing competing priorities under pressure. - Approachable team player who shares knowledge and supports colleagues. - Comfortable leading internal huddles, meetings, and customer discussions with clear documentation. - Positive, flexible attitude and ability to collaborate effectively with cross-functional teams. Desirable: - Knowledge of, or interest in learning, SQL, JSON, and/or Java. Note: The company Zellis is a market leader in HR & Payroll products and services, serving millions of employees annually. They aim to provide exceptional employee experiences and are committed to creating an inclusive and progressive work environment. As a Customer Support Analyst at Zellis, you will represent the company in internal and customer-facing interactions, providing high-quality, multi-channel support for HR and Payroll software solutions. You will collaborate with various stakeholders such as HR/payroll managers, finance professionals, and IT specialists to resolve complex issues, enhance service delivery, and improve the overall customer experience. Key Responsibilities: - Provide expert technical support for Zellis products, addressing software and data-related issues through tickets, live chat, and phone communication channels. - Take ownership of support cases from start to finish, ensuring timely updates, adherence to SLAs, and a positive customer experience with a focus on NPS. - Analyze data and troubleshoot application issues to identify solutions or workarounds. - Serve as a subject matter expert on products and processes within the support function. - Review defect-related cases, escalate problems, create DevOps records and knowledge articles, and manage customer expectations. - Identify and update related open cases linked to known problems. - Develop, review, and maintain high-quality knowledge articles to ensure accuracy and avoid duplication. - Proactively identify opportunities for case deflection through trend analysis, documentation, and suggestions for product improvements. - Escalate unresolved issues to extended teams when necessary. - Maintain accurate case and customer records in support systems. - Follow support procedures, quality standards, and c