November 14, 2020

Product Support Analyst

Are you looking for an exciting opportunity within a highly successful global payroll services business? Are you looking to take your career to the next level with your knowledge and experience and drive 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 is a high growth, innovative company, based in US, Europe, and Singapore, focused on 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 is looking for a Product Support Analyst who wants to be part of this rapidly expanding business, taking on the responsibility for supporting internal and external users.

 

 

Role Overview

 

Our highly motivated and engaged team members are at the heart of our success! This role will engage with our customers and colleagues to ensure proper resolution and appropriate escalation of issues raised. They will deal with items that can be handled by Product Support directly and liaise with the appropriate teams for other matters that arise or require specific technical knowledge.

 

The applicant should have previous experience of software support, preferably in a SaaS-based model. And some payroll, financial services or human capital management experience would be beneficial.

 

The applicant should also hold the ability to become a system’s expert and have experience of managing and prioritising support calls. They should have strong analytical and problem-solving skills, excellent communication abilities, both verbal and written, and possess a keen attention to detail. They will be required to work in a global environment, with clients that have an expectation of service excellence.

 

The Product Support analyst will help to perform initial investigation into queries and only escalate to other teams when necessary. They should be sufficiently technical to be able to understand different file types, as well as IT security fundamentals that relate to web-based applications.

 

The ability to write easily consumed 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.

 

They will be expected to liaise closely with the development team and need the ability to work well with the in-house operational teams, as well as external clients and other third parties who may raise queries.

Requirements:

 

The successful candidate requires experience, skills, and a proven track record in the following areas:

 

  • 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
  • Performing the initial investigation into queries and escalate when necessary
  • Managing client tenants e.g. creation process, updates & fixes, support calls
  • Deal with queries related to system generated reports, data uploads and configuration
  • Provide support regarding system behaviour and capabilities
  • Review and pass on, when appropriate, requests for new functionality
  • Maintain documentation to enhance the product support capability
  • 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
  • To become a subject matter expert for our many products and be able to evolve that knowledge as the product develops

 

What are we looking for in you?

 

  • 1-2+ years’ experience supporting software products
  • Excellent English 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
  • Website development skills
  • Knowledge of task management tools
  • Knowledge of GDPR and Data Protection
  • Ability to detect and act upon computer and software misuse
  • Products such as: Zendesk / JIRA / WordPress / MS Teams / Box / Adobe
  • Analysis various log files and other technical data
  • Experience in the payroll, financial or human capital management field is a bonus
  • Industry equivalent qualifications with a degree being desirable.
  • Additional language skills given the international nature of our business is a bonus

 

What we can offer you? 

 

As well as offering you the opportunity to be innovative and ambitious, iiPay believe in offering a competitive salary, generous benefit package and a great culture and employee engagement initiatives, not to mention our other benefits below!

 

  • Competitive salary and Cafeteria package
  • Monthly free breakfasts
  • Continuous development and financial assistance for education and professional memberships
  • Great company events!
  • Friendly working environment
  • Flexible working
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