Senior Support Analyst

Role Introduction:

In this role, you will collaborate closely with cross-functional teams, including Product, Customer Experience (CX), and Professional Services, to ensure a seamless and positive customer experience.

What You Will Do:

• Technical Support: Provide advanced support for payroll software issues, including troubleshooting and resolving complex technical problems related to UK payroll.
• Case Management: Handle escalated cases within the SaaS service desk, ensuring timely resolution and maintaining high customer satisfaction.
• Customer Communication: Act as the primary point of contact for customers, delivering clear and effective communication throughout the support process.
• Cross-Functional Collaboration: Work closely with Product, CX, and Professional Services teams to address customer needs, gather feedback, and contribute to continuous improvement of the software.
• Knowledge Sharing: Develop and maintain comprehensive documentation, including FAQs, troubleshooting guides, and knowledge base articles to empower customers and internal teams.
• Continuous Learning: Stay up-to-date with the latest developments in UK payroll legislation and payroll software features to provide informed support and recommendations.

What You Will Have:

• As a Senior Payroll Support Analyst, you will have experience in payroll support or payroll processing, with experience in a senior or escalated support role.
• A good understanding and knowledge of ITSM practices and procedures
• Good knowledge of enterprise-level IT systems and services
• Experience in the co-ordination of issue resolution to agreed service levels and targets
• The ability to self-organise and prioritise workload
• Excellent communication and inter-personal skills
• A proactive approach to self-development

What We Do For You:

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

Who We Are:

Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at Advanced please click here