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Sprout Solutions Linkedin · Posted 1mo ago

Payroll & Customer Support Specialist

Philippines

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Indexed description

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.

Issue Investigation & Resolution

  • 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.

Documentation

  • 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.

Client Experience

  • 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.

Minimum Qualifications

  • 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.

Preferred Qualifications

  • 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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