March 10, 2023

Product Support Analyst (Remote)

Are you looking for an exciting opportunity to be a leader within a highly successful global payroll services business? Are you an innovative and experienced Product Support Analyst?  Are you looking to take your career to the next level by driving success through our values of Respect, Integrity, Teamwork, Accountability, Diversity and Community? Do you have a strong work ethic, global mindset and the desire to help build a great culture?


iiPay, winners of the Global Payroll Supplier of the Year award 2020 is a high growth, innovative company, based in US, Europe and Singapore recognized for delivering an outstanding customer experience and service levels. Our payroll managed service is underpinned by our market leading global payroll management system delivering a unique client experience and value-added services.


iiPay has a unique opportunity for a highly experienced and motivated Product Support Analyst who wants to be part of this rapidly expanding business, taking on the responsibility for supporting internal and external users to help drive our goal of ‘Paying the Planet’.


All our roles can be performed remotely with occasional visits to the office as requested by your manager. Where we have office locations, our team members are welcome to work: remotely, on a hybrid basis or fully office based as they wish.


Role Overview


Our highly motivated and engaged team members are at the heart of our success!  This role requires engaging with our customers and colleagues to ensure proper resolution and appropriate escalation of issues raised.


The Product Support analyst will need to be able to understand different file types, as well as IT security fundamentals that relate to web-based applications to be able to perform the initial investigation into queries.


The successful candidate requires minimum 1 years of Product Support experience and the ability to demonstrate a proven track record in the following areas:


  • Provide maintenance, support and enhancement services to applications and technologies that support the stand up of Mexico Payroll Services. (This includes Grupo Tress, Data Entry tools, Integrations from the client)
  • Provide support for end user queries via Tickets; You will perform the initial investigation into queries and escalate when necessary.
  • Restoring services and fixing production problems related applications and infrastructure in scope to ensure business continuit
  • Fixing data or configuration files in production to support re-running processing cycles to correct data errors.
  • Corrective code changes and new enhancements of Apps and interfaces released either as emergency or planned releases.
  • Managing client tenants/payrolls e.g., creation process, updates & fixes, support calls
  • Deal with queries related to system generated reports, data uploads and configuration.
  • Maintain documentation and SOPs to enhance the product support capability.
  • Writing user guides and other technical documents will be an important part of this role. The management and delivery of this library of support information via the company intranet will be another key responsibility.
  • Getting involved with testing to understand new features before they are released.
  • Liaising closely with the product development team and accurately communicate complex issues with them both verbally and in writing.
  • Work in a global environment where both colleagues and clients have an expectation of service excellence.
  • A strong desire to learn and understand our business.
  • Demonstrated ability to collaborate across the organization.
  • Demonstrated ability to perform at a high level in a high-growth, fast-paced, and technical environment.


What are we looking for in you?


  • Fluent English and Spanish Speaker.
  • Prior experience supporting software products preferably in a SaaS-based model.
  • Capacity to become a subject matter expert for our many products and be able to evolve that knowledge as the product develops.
  • Excellent verbal and written communication abilities
  • Analytical and problem-solving skills
  • Strong Microsoft Office skills (Excel / Word)
  • Build and use of file types; CSV / XML / JSON
  • Comfortable managing and prioritising support calls and emails via helpdesk tools
  • Application development skills
  • Task management tools
  • Ability to detect and act upon computer and software misuse. Data Protection. GDPR




  • Skills in Microsoft SQL Server, SQL Scripts development, ETL Development, VB.Net and C#, Basic Network & firewall
  • Citrix knowledge desirable or willing to learn.
  • Products such as: Grupo Tress/ Zendesk / JIRA / MS Teams / Box / Adobe
  • Analysis various log files and other technical data
  • Experience in the payroll, financial or human capital management field
  • Relevant industry qualifications.
  • Additional language skills given the international nature of our business.
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