Payroll Support Specialist

 Zone & Co is hiring a Payroll Support Analyst!

About Zone & Co

Zone & Co is a leading provider of cloud-native software solutions built on the Oracle NetSuite platform. Our company is dedicated to serving finance and accounting professionals by offering a portfolio of innovative apps known as Zone Apps. These apps are specifically designed to simplify and automate critical financial data and workflows across various business entities.

As a Software-as-a-Service (SaaS) provider, we empower our 1,500+ customers worldwide to work smarter, faster, and more securely while maximizing the value of the Oracle NetSuite platform. Our comprehensive suite of solutions includes advanced billing and revenue recognition, robust reporting capabilities, accounts payable automation, streamlined payment processing, efficient reconciliations, and seamless approvals.

Learn more at www.zoneandco.com or follow us on LinkedIn: linkedin.com/company/zoneandco.

About the Role

As a Payroll Support Analyst, you will play a critical role in ensuring our customers receive top-tier support for our SuiteApps. You will be the first point of contact for customer inquiries, troubleshooting technical issues, and ensuring a seamless experience across our applications. Additionally, you will collaborate with internal teams to drive improvements in our products and processes.

Key Responsibilities

• Manage incoming technical support incidents, requests, and changes, prioritizing inquiries for swift action.

• Maintain a personal ticket queue, ensuring timely resolutions and adherence to service level agreements (SLAs).

• Communicate proactively with customers, providing updates and ensuring transparency throughout the support process.

• Identify and escalate complex issues to Backline Support or other relevant teams for rapid resolution.

• Take ownership of support incidents from initiation to resolution, ensuring a seamless customer experience.

• Utilize Zendesk and JIRA to document and track all client interactions in real time.

• Conduct real-time client calls to resolve technical incidents efficiently and represent the company professionally.

• Assist customers with the setup, configuration, and optimization of their NetSuite systems, ensuring alignment with business needs.

• Provide troubleshooting support, leveraging strong analytical skills to identify root causes and deliver solutions.

• Develop and maintain support documentation, including FAQs and knowledge base articles, to empower customers and improve efficiency.

• Stay updated on industry trends and emerging technologies to provide informed support and guidance.

What We’re Looking For

• Proven experience in payroll, customer support, or relevant technical fields.

• Strong communication skills with the ability to simplify complex issues for customers.

• A passion for problem-solving and a proactive approach to identifying solutions.

• Experience with NetSuite or similar ERP systems.

• Familiarity with Zendesk, JIRA, and ticketing systems is a plus.

• Basic understanding of programming concepts and troubleshooting techniques is advantageous.

• Ability to multitask and prioritize tasks in a fast-paced environment.

• A self-motivated team player with a positive and professional demeanor.

Why Join Zone & Co?

At Zone & Co, we believe in supporting our employees both professionally and personally. Our benefits include: ✔️ Remote-first work environment – work from anywhere! ✔️ Comprehensive benefits package ✔️ Career development opportunities in a fast-growing SaaS company ✔️ Collaborative and innovative team culture

 Equal Opportunity Statement

Zone & Co is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

We strongly encourage candidates from diverse backgrounds to apply. This is an opportunity for us to bring in different perspectives, and we are eager to further diversify our team. Zone & Co is committed to building an equitable, inclusive, and supportive environment for you to do some of the greatest work of your career.

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