Payroll Support Specialist
Sprout Solutions
Date: 2 weeks ago
City: Mandaluyong City
Contract type: Full time
Payroll & Customer Support
- Provide timely and professional support to clients via email, phone, chat, and online meetings.
- Assist clients with payroll-related inquiries, system navigation, payroll processing, statutory compliance, and best practices.
- Investigate, troubleshoot, and resolve payroll and system-related issues while ensuring a positive client experience.
- Guide clients on the proper use of payroll features and functionalities.
- Monitor open cases, provide regular updates, and ensure timely resolution of client concerns.
- Analyze payroll discrepancies, system behaviors, and client-reported issues to determine root causes.
- Utilize internal knowledge bases, support documentation, and available tools to investigate and resolve concerns.
- Escalate complex or product-related issues to Product and Engineering teams with complete documentation.
- Work collaboratively with internal stakeholders to identify product improvements and permanent solutions.
- Maintain accurate and comprehensive documentation of client interactions, investigations, and resolutions.
- Create and manage support tickets while ensuring proper categorization and follow-through.
- Contribute to internal knowledge articles and process documentation to improve team efficiency and client self-service.
- Adhere to established Service Level Agreements (SLAs) and escalation procedures.
- Build strong relationships with clients by providing responsive, empathetic, and solution-oriented support.
- Gather client feedback and recommend improvements to enhance the payroll support experience and product usability.
- Experience taking in calls for Customer Support, Payroll Support, HRIS Support, or Technical Support, preferably in a SaaS environment.
- Working knowledge of payroll processes, payroll systems, and Philippine statutory government contributions, taxes, and payroll compliance.
- Knowledge of payroll annualization and year-end tax computation processes is preferred.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent verbal and written communication skills with the ability to explain technical or payroll concepts in a simple and understandable manner.
- Strong customer service orientation with a passion for delivering exceptional client experiences.
- Highly organized with excellent attention to detail and documentation skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Resourceful, proactive, and solutions-driven.
- Collaborative team player with strong interpersonal skills.
- Experience supporting HRIS or Payroll software.
- Familiarity with Philippine payroll legislation and statutory requirements.
- Experience using CRM or ticketing systems (e.g., Jira, Zendesk, Freshdesk, HubSpot, Salesforce).
- Basic understanding of APIs, integrations, or SaaS platforms is an advantage.
- Familiarity with AI-powered support tools or productivity applications is a plus.
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