Technical Support Consultant

About the role

Our Technical Support Consultants are knowledgeable and customer-focused colleagues working in a 2nd line support team. The role is to provide expert support, assisting internal teams and customers with payroll and HR functionalities, troubleshooting issues, and ensuring a seamless user experience.

Purpose:

• To provide high quality support to the Service Delivery Teams whose aim is to provide an excellent quality service to the client base including Payroll, HR, analytics, LMS, Benefits, AE, T&A, Direct Debits.
• To provide high quality support and advise in best practice to customers.
• Provide support to the Implementation Teams during the implementation and go live process.
• Help colleagues and customers to investigate application issues including product issues, implementation and configuration changes.
• Prioritise work and talk to internal and external customers on a regular basis about potential impact of issues and what we're doing to fix them.
• Work closely with the Product Development and IT Infrastructure teams on complex problems, making sure they have all the information needed to get to the root of the problem.
• Work proactively with customers (internal and external) to transfer knowledge to reduce the number of incidents raised.

Key Accountabilities:

Technical Application Support

• Resolve technical issues raised by internal and external customers in line with SLAs.
• Provide sufficient feedback to issues to prevent similar issues being raised in future.
• Escalate outstanding issues according to specified procedures to line manager or other departments.
• Proactively recommend ways in which systems and procedures can be improved to enhance business efficiency and / or add value to the customer.
• Ensure system effectiveness and product knowledge is in line with current statutory and legislative requirements.
• Train and advise team members, colleagues and customers by sharing technical knowledge and expertise.
• Work with Tech Support colleagues in the UK and India to complete work accurately and on time.

System Administration

• Prepare system for the new tax years according to new legislation for both UK and ROI payrolls.
• Prepare payroll and third party calendars for new tax year.
• Implement new system functionality across the business.
• Monitor job queues to ensure that jobs run through the system efficiently.
• Monitor and respond to error messages, ensuring that reasons for errors are identified and issues resolved.

Customer Service / Continuous Improvement

• Develop and maintain good internal and external relationships.
• Champion customer feedback about our products internally through identifying and raising product bugs and feature requests.
• Provide best practice advice to internal and external clients in the use of Moorepay systems and processes.

UAT

• Review Functional Specifications of new functionality prior to Development.
• Be a Subject Matter Expert and attend walk throughs of Technical Specification / QA handover.
• Provide UAT for new releases of Moorepayhr as part of the Early Adoption Programme.
• Provide UAT of bespoke software and where agreed QA also.

Skills & experience

• Previous technical support experience.
• Payroll experience and/or HR experience would be advantageous.
• Change Management.
• Report writing skills, using MPHR and IBM Query an advantage.
• Ability to work unsupervised.
• Work to deadlines with appropriate prioritisation.
• Flexible approach to working and problem solving.
• Can make decisions without guidance.
• Customer Care experience.
• A technical background in application support with experience providing critical systems support for external clients or partners.
• PC Literacy - Word, Excel, PowerPoint, Outlook, OneDrive etc.
• Good technical knowledge of HR and payroll systems.
• Excellent communication skills both written and verbally.
• Can build effective working relationships with clients and colleagues.
• A drive to learn and develop including self-development.

Benefits & culture

Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Birmingham 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.