01Overview
About Paybooks
Paybooks is on a mission to make HCM & payroll simple and delightful for businesses. Since 2012, we have helped 3,000+ businesses across India in automating their payroll, staying compliant with laws, and delighting their employees. Paybooks is a part of TransPerfect family of companies, the worlds largest provider of language and technology solutions for global business with offices in more than 100 cities worldwide.
About The Team
Our vision is to create a global HCM platform, augmented with a suite of AI apps to re-imagine the power of talent management. To accomplish this, we are building a highly motivated team, having right mix of curiosity, expertise, and stamina to transform the space!
Position Overview
We are seeking junior, mid level and senior Support Agents to serve as crucial intermediaries between our software application and clients. This role demands a solid foundation in IT/Payroll fundamentals, basic domain knowledge, and exceptional client communication skills across various channels.
Key Responsibilities
Serve as the primary point of contact between the software application and clients
Respond to client inquiries via email, phone, and chat with professionalism and patience
Actively listen to and comprehend client queries to provide accurate and effective solutions
Maintain and apply a foundational understanding of product concepts, Cost to Company (CTC) calculations, and domain-specific knowledge
Stay informed about software updates, functionalities, and industry best practices
Troubleshoot and resolve client issues related to software usage, functionality, and performance
Systematically document and track client issues, resolutions, and feedback
Ensure high levels of customer satisfaction through timely and effective query resolution
Conduct follow-ups to confirm issue resolution and client satisfaction
Clearly articulate technical information to clients with varying levels of expertise
Provide comprehensive explanations and guidance to facilitate effective software utilization
Identify recurring issues and propose enhancements to software functionality and support processes
Participate in ongoing training and professional development initiatives
Should develop in-depth product knowledge to do product fitment gap analysis between clients requirement and product features and functionalities
Job Requirements
Bachelors degree in accounting, business administration or related field.
Experience levels: 2+ to 5 years
Proficiency with payroll software and systems
Experience with Microsoft Excel and other office software.
Attention to detail and accuracy in handling payroll data.
Strong analytical skills to assess payroll data and identify trends or errors.
Strong problem-solving abilities to resolve customer issues effectively.
Ability to perform under pressure during peak periods (month-end, quarter-end, and year-end)
The ideal candidate will demonstrate a strong commitment to customer service, possess a keen aptitude for technical problem-solving, and thrive in a dynamic, fast-paced environment .
