Software Support Agent

2

About us
Natural HR is an all-in-one cloud HR & Payroll software provider, partnering with medium-sized businesses to enable them to run their HR operations more efficiently and effectively. Having grown from a husband-and-wife duo, Natural HR were acquired by Moorepay in 2023 and became part of the wider Zellis Group. This acquisition combined Moorepay’s strengths in payroll software, managed payroll services, and HR advice and consultancy, with Natural HR’s strength in HR software. It’s an exciting time to join Natural HR and develop your career.
We offer a modern working environment, with many of our colleagues based from our offices in Central Birmingham’s jewellery quarter. This role will work on a hybrid basis - Tuesdays, Wednesdays & Thursdays spent working in the office, with Mondays & Fridays working from home.
We love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive a competitive base salary, 33 days annual leave (including bank holidays) with an additional day for each year of service up to a maximum of 36 days in total, pension contribution of 3%, and a range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
About the role
As a Software Support Agent you'll assist our customers in getting the most out of our software and troubleshooting day-to-day queries, whilst gaining deep technical knowledge of key areas of our system. Reporting to the Software Support Manager, you'll work as part of a small team on our Customer Support Desk, answering incoming support tickets and enquiries by phone.
Key responsibilities include:
* 1st line support – responding to phone calls, emails, and support tickets in line with SLAs and providing regular customer updates to outstanding queries.
* Testing resolutions returned from Product and informing customers.
* Ensuring new customers recently completing implementation are monitored and their incoming queries adequately resolved.
* Ensuring all incoming queries are assigned within the agreed first response SLA time.
* Identifying tickets for escalation and informing the Senior Support Consultants and Software Support Manager.
* Identifying any team training requirements based on incoming queries and questions asked by fellow team members.
* Reviewing the "no search results" for the customer knowledge base and advising of any articles that would be of benefit or adding tags to any articles currently created to enhance search results.
* Developing and maintaining an in-depth understanding of our HR & payroll system and services and becoming a subject matter expert in key areas such as workflows, forms, and time off functionality.
* Running queries (SQL) and inspecting on-page code to diagnose potential problems.
* Taking ownership of queries that may need to be passed over to the Product team and keeping the customer updated through to resolution.
* Carrying out daily reviews of open customer queries that are assigned to you and being accountable for cases through to resolution.
* Providing customer support via online meetings / screen-sharing as and when required, to identify customer issues or demonstrate how to perform specific tasks within our system.
* Updating the CRM database and Customer Support Desk in a timely manner with notes following customer calls and internal discussions.
* Creating and updating knowledge base and support content based on your customer interactions and newly released features, to guide customers through using specific areas of our software.
* Ensuring the Software Support Manager is aware of any customer queries which may need to be escalated.
* Learning and maintaining system knowledge, keeping up-to-date with latest product releases. Ensuring you have diarised commitments to your learning and development, including attending / watching product training webinars and recordings.
Skills & experience
* A background in customer service with experience and / or a strong interest in technology.
* Experience of supporting HR / Payroll / ERP systems is desirable.
* SQL and basic HTML knowledge desirable.
* Excellent customer service skills – you'll be committed to delivering the best possible customer experience and exceeding customer expectations.
* You will display high levels of integrity and always consider the security of our business and our customers' data.
* Technical ability – you'll be comfortable fielding technical questions and able to relay answers in a non-technical way to our customers.
* An organised and methodical approach to work with the ability to stay calm under pressure, as you’ll balance an existing caseload with new support tickets coming in (20-30 tickets per day).
* Analytical in your thinking and approach to identifying problems, gathering information, replicating issues, and finding solutions.
* Proactive in getting to grips with and delivering all aspects of the role.
* Excellent written and verbal communication skills – you'll be fluent in English, have a good telephone manner, and communicate professionally via email.
* Personal development - you won't be phased by self-directed learning and will be able to identify areas where you would benefit from additional training and support.
* Excellent IT skills – you will be proficient in Microsoft Office, in particular Excel, and have used other HR / Payroll or cloud business tools