Payroll Support Analyst

The Payroll Support Analyst plays a critical role in supporting Zone & Co customers by responding to inquiries, resolving payroll-related issues, and ensuring accurate and timely payroll processing. This role requires prior experience with payroll in Australia, along with strong technical expertise, attention to detail, and effective communication skills.

Serving as a primary point of contact, this role delivers high-quality support across Zone’s payroll products, helping customers navigate software functionality, integrations, and troubleshooting to maximize value. The role represents exceptional customer service, relationship-building, and a deep understanding of customer needs to minimize business impact. Through close collaboration with cross-functional teams, the analyst shares customer insights and feedback that inform product enhancements, ensuring solutions continue to meet and exceed customer expectations.

What You'll Do:

• Manage incoming technical support incidents, requests, and changes, ensuring each is prioritized effectively.
• Maintain a personal ticket queue, closing tickets promptly and meeting established service level agreements (SLAs).
• Communicate proactively with customers, providing updates on ticket status and ensuring transparency throughout the support process.
• Recognize when to escalate issues to Backline Support or other relevant teams for swift resolution of complex challenges.
• Take full ownership of support incidents, delivering consistent updates to customers and ensuring all issues are resolved satisfactorily.
• Utilize Zendesk and JIRA to meticulously document all client interactions, ensuring real-time updates and clear record-keeping.
• Engage in real-time client calls, representing the company with professionalism to effectively resolve technical incidents.
• Educate customers on product features, software updates, and best practices to optimize their use of the products.
• Assist customers with the setup, configuration, and optimization of their NetSuite systems, ensuring alignment with their business needs.
• Collaborate with cross-functional teams to relay customer feedback and insights, contributing to product improvements and enhancements.
• Provide troubleshooting support for technical issues, utilizing 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 advice to customers.
• Foster a positive and collaborative team environment, sharing insights and best practices with colleagues to enhance overall service quality.
• Participate in training and development programs to continuously improve technical skills and customer service abilities.
• Monitor ticket trends and customer feedback to identify areas for improvement in support processes and customer experiences.
• Implement best practices for customer support, focusing on efficiency and effectiveness in all interactions.
• Assist in onboarding new customers, ensuring a smooth transition and positive experience as they start using the products.

• 3+ years of payroll experience or a combination of payroll experience and relevant certifications
• 2+ years of hands-on Australian payroll experience
• Proven customer service experience in a client-facing role
• Exceptional written and verbal communication skills with a professional, confident approach
• Strong attention to detail with effective analytical and problem-solving abilities
• Ability to manage priorities and deadlines in a fast-paced environment
• Self-directed and comfortable working independently while collaborating across teams
• Demonstrated commitment to continuous learning and professional development
• Bachelor’s degree in business, finance, computer science, or a related field, or equivalent practical experience
• Experience working with ERP systems, with NetSuite familiarity strongly preferred
• Basic understanding of programming concepts and technical troubleshooting is a plus

Benefits