Payroll Specialist - Product Support

About the Team:

Our vision is to create a global HCM platform, augmented with a suite of AI apps to re-imagine the

power of talent management. To accomplish this, we are building a highly motivated team, having right mix of curiosity, expertise, and stamina to transform the space!

Position Overview:

We are seeking junior and senior Support Agents to serve as crucial intermediaries between our

software application and clients. This role demands a solid foundation in IT/Payroll fundamentals, basic domain knowledge, and exceptional client communication skills across various channels.

Key Responsibilities:

• Serve as the primary point of contact between the software application and clients
• Respond to client inquiries via email, phone, and chat with professionalism and patience
• Actively listen to and comprehend client queries to provide accurate and effective solutions
• Maintain and apply a foundational understanding of product concepts, Cost to Company (CTC) calculations, and domain-specific knowledge
• Stay informed about software updates, functionalities, and industry best practices
• Troubleshoot and resolve client issues related to software usage, functionality, and performance
• Systematically document and track client issues, resolutions, and feedback
• Ensure high levels of customer satisfaction through timely and effective query resolution
• Conduct follow-ups to confirm issue resolution and client satisfaction
• Clearly articulate technical information to clients with varying levels of expertise
• Provide comprehensive explanations and guidance to facilitate effective software utilization
• Identify recurring issues and propose enhancements to software functionality and support processes
• Participate in ongoing training and professional development initiatives
• Should develop in-depth product knowledge to do product fitment gap analysis between client’s requirement and product features and functionalities

Job requirements:

• Bachelor’s degree in accounting, business administration or related field.
• Experience levels: 2+ to 5 years
• Proficiency with payroll software and systems
• Experience with Microsoft Excel and other office software.
• Attention to detail and accuracy in handling payroll data.
• Strong analytical skills to assess payroll data and identify trends or errors.
• Strong problem-solving abilities to resolve customer issues effectively.
• Ability to perform under pressure during peak periods (month-end, quarter-end, and year-end)
• The ideal candidate will demonstrate a strong commitment to customer service, possess a keen aptitude for technical problem-solving, and thrive in a dynamic, fast-paced environment

About Paybooks:

Paybooks is on a mission to make HCM & payroll simple and delightful for businesses. Since 2012, we have helped 3,000+ businesses across India in automating their payroll, staying compliant with laws, and delighting their employees. Paybooks is a part of TransPerfect family of companies, the world’s largest provider of language and technology solutions for global business with offices in more than 100 cities worldwide.