About the role As a Technical Support Consultant you'll provide application support both internally and externally for the Moorepay product set, working to SLA deadlines providing a first-class customer experience at all times. You'll provide high quality support and best practice software advice to the Service Delivery and Implementation teams, as well as direct to customers, to ensure an excellent quality service is delivered to our clients. This includes support across all areas of Moorepay software and services - Payroll and the peripheral associated applications, HR and Payments. Key responsibilities include: Technical Application Support Resolve application issues raised by internal and external customers in line with SLAs, providing sufficient feedback to issues to prevent similar issues being raised in future. Escalate outstanding issues according to specified procedures to line manager or other departments. Proactively recommend ways in which systems and procedures can be improved to enhance business efficiency and / or add value to the customer. Ensure system effectiveness and product knowledge is in line with current statutory and legislative requirements. Train and advise team members, colleagues and customers by sharing technical knowledge and expertise. Work with Tech Support teams offshore in Kochi to complete work accurately and on time. System Administration Prepare system for the new tax years according to new legislation for both UK and ROI payrolls. Prepare payroll and third party calendars for new tax year. Implement new system functionality across the business. Monitor job queues to ensure that jobs run through the system efficiently. Monitor and respond to error messages, ensuring that reasons for errors are identified and issues resolved. Customer Service / Continuous Improvement Develop and maintain good internal and external relationships. Learning about new product developments and technology and spend time keeping up-to-date with payroll and HR legislation and industry developments. Identify and recommend how resources can be best allocated to meet customer priorities. Ensure the team understands and respects customer needs - champion customer feedback about our products internally through identifying and raising product bugs and feature requests. Provide best practice advice to internal and external clients in the use of Moorepay systems and processes. Ensure that effective and professional relationships are developed with your colleagues and clients. Perform all duties in accordance with the company Health & Safety and Quality policy procedures. UAT Input into feature design meetings with product management where required, acting as a subject matter expert for feature or bug design. Provide UAT for new releases of Moorepayhr as part of the Early Adoption Programme. Skills and experience required Payroll and/or HR experience, with formal qualifications desirable. Good technical knowledge of Payroll and HR systems. A technical background in application support with experience providing critical systems support for external clients or partners. A working knowledge of Outsourcing / SaaS business models an advantage. Customer Care experience and/or training. Report writing skills, using Moorepayhr and IBM Query an advantage. A drive to learn and develop, adnd embrace change as new technologies are introduced. About Us Moorepay is a team of over 500 friendly professionals across four offices in Manchester, Sheffield, Farnborough and Kochi (India). We re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself! To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all. Here s what you ll gain if you join our team: A career packed with opportunity in a stable and growing company, with a comprehensive programme of learning and development. Competitive base salary, 25 days annual leave (plus your birthday off!), private medical insurance, life assurance 4x salary, and enhanced pension with up to 8.5% employer contributions. A flexible benefits package where you can choose your own tax-free benefits. From insurance and the Cycle to Work Scheme, to travel benefits and holiday trading - there s something for everyone
