Analyst | Product Support Specialist- Payroll| Customer Strategy & Design

Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about Customer

Your work profile

As an Analyst in our Team you’ll build and nurture positive working relationships with teams and clients with the intention to exceed client expectations: -

Work you’ll do as a Senior Executive

· This role focuses on delivering customer support for Payroll products and services, helping customers with payroll setup, processing, troubleshooting, payment corrections, and related workflows. Specialists independently manage customer issues, provide accurate guidance, and ensure a high-quality support experience while driving customer satisfaction.

· Handle customer interactions via voice, chat, and email

· Support customers with product troubleshooting, workflow navigation, installation, and “how to” queries

· Diagnose and resolve moderate complexity issues

· Maintain end to end ownership of customer cases

· Ensure detailed and accurate documentation for every case

· Identify opportunities for feature adoption and product upgrades

· Support serves to sell actions or pass high intent leads to sales teams

· Ensure adherence to QA, documentation, and process standards

· Handle customer queries independently with minimal supervision

· Deliver strong performance on KPIs (quality, CSAT, productivity)

· Actively identify customer needs and enable sales opportunities

· Maintain high quality and compliant case documentation

Desired Qualifications

· Required Qualifications

· Bachelor’s degree (Commerce or Finance preferred)

· 1–3 years of experience in product support, SaaS, or customer support roles

· Mandatory experience in Payroll, Accounting, Bookkeeping, Finance Operations, Employee Payments, Tax Processing, AP, AR, Billing, or related domains

· Experience supporting payroll products, payroll processing workflows, or payroll-related customer queries preferred

· Handled International voice processes

· Understanding of payroll concepts such as pay runs, direct deposits, payroll taxes, deductions, and employee payments

· Strong product troubleshooting capability

Basic to intermediate accounting knowledge

· Versant B2+ to C1 preferred

· CRM proficiency

· Multi‑channel handling capability