Customer Support Agent

About the Role

As a Customer Support Agent, you'll represent Zellis in both internal and customer-facing interactions, delivering high-quality, multi-channel support for our software solutions. You’ll work with a range of stakeholders—HR/payroll managers, finance, IT professionals—to resolve issues, improve service delivery, and enhance the customer experience.

Key Responsibilities

• Technical Support: Provide expert support across Zellis products (e.g., ResourceLink, MyView), resolving technical and data-related issues, and contributing to product improvement.
• Case Management: Handle support cases through to resolution, ensuring timely updates and SLA compliance while delivering a positive customer experience.
• Knowledge Sharing: Create and maintain knowledge articles; identify trends and recommend process/product improvements.
• Collaboration: Represent the support team in meetings, follow defined support procedures, and help drive continuous improvement.
• Travel & Flexibility: Occasional travel to Zellis/customer sites required, including our site in Kochi. On-call support (evenings/weekends) on a rota basis.

Skills & Experience

• Background in software support or operational services; HCM knowledge is a plus.
• Strong communication and case management skills.
• Experience with SLAs, KPIs, and customer satisfaction metrics (e.g., NPS).
• Team-oriented, self-motivated, and able to manage workloads under pressure.
• Analytical and improvement-focused with a desire for ongoing learning.

Desirable: Industry-recognised qualifications.

Benefits & Culture

At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.

Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation.

Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe everyday:

• Unstoppable together
• Always learning
• Make it count
• Think scale

Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services. With Zellis you’ll have the chance to stretch and challenge yourself in an environment that’s varied, flexible and hugely supportive.

We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:

• A competitive base salary
• 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday
• Private medical insurance
• Life assurance 4x salary
• Enhanced pension scheme with company contributions up to 8.5%
• A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure