Associate - Payroll (HCM) Technical Support

About the Role

This position focuses on delivering high-quality technical assistance within the payroll (HCM) domain, supporting process operations, and resolving client issues promptly either directly or through appropriate escalation following defined service level agreements (SLAs).

Key Responsibilities

• Manage transactions in alignment with the required quality standards to support the payroll process efficiently.
• Handle client help requests received via phone and email courteously and professionally.
• Gather and document complete end-user details such as name, department, contact data, and the nature of the reported issue.
• Maintain current availability status in the RAVE system ensuring accurate productivity tracking.
• Log, track, and document each client query along with the problem-resolution steps taken and outcomes achieved.
• Follow standardized procedures to address and resolve client inquiries within the contractual SLAs.
• Utilize internal knowledge bases, resources, and FAQs to provide effective troubleshooting for clients.
• Develop an understanding of relevant product details to enhance client interactions and problem-solving capability.
• Analyze call logs to detect common trends and proactively prevent recurring problems.
• Update self-help documentation continuously to improve resolution speed for clients.
• Recognize significant client issues and escalate them appropriately to the team leader when resolution is delayed.
• Ensure accurate delivery of all necessary product information and disclosures before and after client communications.
• Comply with service agreements to minimize legal risks.
• Provide excellent customer service by effectively diagnosing and resolving client queries.
• Guide clients through product navigation and feature explanations to improve their understanding.
• Maintain comprehensive logs of all customer communications and adhere to procedural record-keeping standards.
• Operate designated tracking software to accurately record all incoming calls and emails.
• Offer alternative solutions when applicable to retain and satisfy clients.
• Communicate clearly and appropriately to suit various listener types and situations.
• Conduct follow-up calls to gather feedback and ensure ongoing compliance with SLAs.
• Engage in product training sessions to stay updated with latest features and client requirements.
• Collaborate with team leaders to identify training needs and improve service delivery.
• Commit to continuous learning and maintain professional networks to enhance job knowledge.

Performance Metrics

• Number of cases resolved daily.
• Adherence to process and quality standards.
• Achievement of SLA targets.
• Customer feedback and pulse scores.
• Personal productivity, efficiency, and attendance.
• Completion of mandatory and technical training hours.

Mandatory Skills

Strong knowledge and experience in Payroll Human Capital Management (HCM) systems.