Payroll Support Analyst

The Payroll Support Analyst plays a crucial role in delivering exceptional assistance to customers using Zone & Co's products, particularly those involving payroll and ERP systems. This customer-facing role requires prior international payroll experience in at least one of the following countries: UK, Canada, Australia, or New Zealand .You’ll be a key point of contact for clients, ensuring accurate and timely resolution of payroll-related issues and helping them maximize the value of their software. This position blends technical troubleshooting, strong communication, and a passion for customer service in a fast-paced, collaborative environment.As a representative of our support team, you’ll work closely with cross-functional groups, sharing insights from customer feedback to help drive product improvements. This is a great opportunity for someone who’s passionate about payroll, problem-solving, and delivering top-tier support experiences.

Responsibilities

• Manage incoming technical support tickets, incidents, and requests, ensuring timely prioritization and resolution.

• Maintain an organized personal ticket queue and meet established service level agreements (SLAs).

• Proactively communicate with customers, providing consistent updates throughout the support process.

• Take ownership of support cases from start to finish, ensuring a smooth and seamless experience.

• Escalate complex issues appropriately to Backline Support or other internal teams.

• Document all support activities and interactions accurately in Zendesk and JIRA.

• Conduct real-time customer calls to diagnose and resolve technical incidents.

• Provide specialized payroll support with region-specific compliance knowledge (UK, Canada, Australia, or New Zealand).

• Assist customers with NetSuite or similar ERP systems, including configuration and optimization.

• Deliver product education, updates, and best practices to enhance customer knowledge.

• Collaborate with internal teams to share customer feedback and influence product development.

• Contribute to support documentation (FAQs, knowledge base articles) to boost team efficiency and customer empowerment.

• Monitor support trends and identify opportunities for process improvements.

• Support onboarding of new customers for a smooth implementation experience.

• Participate in training and development programs to enhance technical and customer service skills.

• Foster a positive, collaborative environment by sharing insights and best practices with teammates.

Qualifications

• Proven payroll experience or completion of relevant courses/certifications.

• Required: International payroll experience in at least one of the following countries: UK, Canada, Australia, or New Zealand.

• Experience in a customer support or client-facing role.

• Strong written and verbal communication skills with a professional, approachable demeanor.

• Strong attention to detail, analytical thinking, and problem-solving abilities.

• Ability to manage time effectively and prioritize tasks in a dynamic environment.

• Self-starter who can work independently as well as collaboratively.

• Bachelor’s degree in Business, Finance, Computer Science, or a related field.

• Familiarity with ERP systems, particularly NetSuite, is essential.

• Basic understanding of programming concepts and troubleshooting methods is a plus.

• Passion for continuous learning and a drive to provide outstanding customer support.

Benefits