Zellis
Location
Kochi | India
Job description
About the role:
As a Tier 2 Web Support Analyst, you will be representing ZPS in internal and external UK based customer interactions. You will be focused on delivering the best possible application support for a product segment for our customer base. You will engender a customer-first approach, placing the customer support experience and their satisfaction at the heart of everything you do. You will be supporting applications such as Employee/Manager self-service, recruitment and time and attendance, speaking to system administrators, IT professionals and internal Zellis colleagues to diagnose and resolve customer impacting application issues. The Web Support Analyst will report into the Web Support Team Leader, within the Zellis Product Support team, in the Services Organisation. Role Accountabilities and responsibilities: • Manage assigned case workload according to priority • Provide complex advice and guidance and/or solutions via case logging system/remote access tool • Perform data analysis to investigate, diagnose, and apply corrective action and/or use troubleshooting techniques to identify solutions / workarounds for application issues • Identify and replicate application defects, provide documented steps and flag to the Web Support Champion for re-allocation to Tier 3 • Identify opportunities for case deflection including trend analysis, creation of knowledge articles and potential product enhancements • Resolve cases within published Service Level Targets • Adhere to all Support procedures and quality standards • Always provide a positive customer experience to ensure customer satisfaction. • Maintain accurate information within our systems • Provide advice and guidance via chat tool and aim to provide solution at first contact. Where not possible raise case on behalf of the customer. Once proficient in the applications you will join the Chat rota. Essential Skills: • Must be graduate with minimum 3 years of experience in similar role. Must have excellent communication skill Recent experience of supporting web applications or similar in a Help Desk role • Knowledge of web application technologies such as Java; SQL. • Proven analytical and problem-solving skills • Excel in customer service • Excellent written and verbal communication skills • Able to work independently, manage your own time and priorities, giving urgency when needed • Able to multi-task, manage a diverse workload • Self-motivated • Well organised with an attention to detail • Positive and flexible attitude to work • Ability to work under pressure and to tight deadlines • Ability to work with cross-functional teams • Ability to learn using all available resources and retain knowledge effectively About Zellis: Zellis is the leading provider of payroll and HR solutions for the UK and Ireland. Together with Benefex and Moorepay, we form the Zellis Group, serving a vast array of companies across every vertical and industry. Our purpose is to make people feel appreciated for the work they do – through precision, choice, and magic. Our history We have over 50 years of heritage and industry experience – and we’ve been ahead of the curve throughout. More than half a century ago, we were founded as Peterborough Data Processing. Quite a lot has changed since then – not least our name. We were acquired by Northgate, becoming NorthgateArinso in 2007 and NGA Human Resources UK and Ireland in 2014, where we were joined by Moorepay. In 2018, the UK and Ireland division was sold to Bain Capital and now we operate as a standalone company. After acquiring Benefex, we’re now even better equipped to serve the complex needs of our customers. Our vision : Our vision is to be the clear leader in pay, reward, analytics, and people experiences. There’s nothing more important to us than building trusting and beneficial relationships with our customers, using our size, scale, and breadth of experience to offer tailored solutions that precisely meet their business needs. We design solutions that keep our customers ahead of change as they navigate the regulatory complexity and workforce uncertainty which exists in today’s business landscape. At the heart of everything we do are our highly qualified payroll and HR experts, who are committed to delivering first-class customer service at all times. We’re proud of our culture: At Zellis we work hard to create a culture where people want to join, belong to, and be part of a progressive organisation. We’re committed to recruiting and retaining a diverse and inclusive workforce that is representative of the customers we serve and the communities we operate in. Our values: Our Values which were defined with input from all of our 2,000 colleagues, are not empty words on a poster. They reflect who we are, and how we operate as a business.Job tags
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