Technical Support Specialist
1 day ago
We are seeking a highly skilled Technical Support Specialist with expertise in ticket triage, HRIS systems, and strong documentation practices. The ideal candidate will have experience supporting HR and payroll solutions. This role requires exceptional troubleshooting skills, the ability to manage and resolve customer issues efficiently, and a strong commitment to maintaining high-quality documentation.
This position requires a Hybrid Work Setup (3x a week, office-based)
Key Responsibilities:
Technical Support & Ticket Management
• Triage, prioritise, and resolve incoming support tickets in a timely manner.
• Troubleshoot technical and functional issues related to HRIS and payroll systems
• Escalate complex issues to appropriate teams while maintaining customer engagement.
• Provide clear and effective solutions through written and verbal communication.
• Maintain service-level agreements (SLAs) for response and resolution times.
Customer Service & People Skills
• Confidently engage with customers via Teams calls and phone support, not just ticket-based interactions.
• Demonstrate excellent interpersonal skills to build rapport with customers and resolve issues effectively.
• Ensure a high level of customer satisfaction by providing empathetic and proactive support.
• Communicate complex technical information in a user-friendly manner.
Documentation & Knowledge Management
• Create, update, and maintain technical documentation, FAQs, and internal knowledge bases.
• Develop troubleshooting guides and best practices to improve first-time issue resolution.
• Work closely with product and development teams to document known issues and solutions.
HRIS & Payroll System Expertise
• Support users with HRIS-related queries, configurations, and troubleshooting.
• Provide training and guidance on system functionalities and best practices.
• Assist in system updates, integrations, and data validation processes.
• Analyse recurring issues to recommend system improvements.
Collaboration & Continuous Improvement
• Work closely with cross-functional teams including Product, Engineering, and Customer Success.
• Gather user feedback to contribute to system enhancements and process improvements.
• Stay up to date with industry trends and new features within HRIS and payroll solutions.
Key Qualifications & Experience
Essential:
• 3+ years of experience in technical support or application support roles.
• Strong experience with ticketing systems
• Proficiency in HRIS systems
• Excellent written and verbal communication skills.
• Strong documentation skills and ability to create user-friendly support materials.
• Ability to troubleshoot and resolve complex system issues.
• Strong customer service and interpersonal skills, with the ability to handle calls and meetings professionally.
Desirable:
• Experience with HR and payroll processes.
• Understanding of system integrations (APIs, SSO, data synchronisation).
• Basic knowledge of SQL for querying databases.
• ITIL or similar certification in IT service management.
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