Customer Support Agent

Are you passionate about customer service and payroll, and are self-motivated and driven in the work you do? Looking for a new opportunity with a large international company with two offices in Ireland? You would be joining a large, dynamic, and rapidly growing organisation. In March 2023 we won the Best Place to Work award and are committed to being an excellent workplace.

We are currently seeking 2 Customer Support Agent's to join our team in Ireland.

About SD Worx

Key Responsibilities

• Provide technical support on SD Worx suite of payroll via voice and email

• Ensure 100% customer satisfaction on calls and emails

• Own the client query from start to completion - even when support from other colleagues is required

• Escalate questions and issues to senior team members as required.

• Carrying out in-depth offline investigations where necessary and feedback findings to the client

• Perform other duties as determined by Customer Service Manager.

• Developing and maintaining close working relationships and interaction with clients, providing them with a superior level of service at all times.

What do you have to offer?

• Knowledge of UK and/or ROI payroll legislation, processing, pensions, compliance, taxation, and year-end activities

• Experience supporting enterprise payroll and HR solutions in a client-facing technical or functional support role.

• Strong analytical skills to investigate complex payroll, system, and configuration issues and identify root causes.

• Microsoft SQL Server, database querying, and data analysis experience highly desirable (but not essential, training will be provided).

• Ability to learn technical payroll concepts and to clearly explain to non-technical clients and stakeholders.

• Proven ability to manage high workloads while maintaining accuracy, quality, and attention to detail.

• Remains calm, professional, and solution-focused when handling complex issues and critical incidents.

• Strong ownership mentality with commitment to delivering exceptional customer service and issue resolution.

• Excellent communication, collaboration, and stakeholder management skills across internal and external teams.

• Proactive approach to continuous improvement, innovation, knowledge sharing, and best practice development.

• Strong organisational skills with ability to prioritise workloads and manage escalations effectively.

• Demonstrates professionalism, integrity, company values, and consistently promotes service excellence and customer advocacy.

Salary range information will be shared with candidates during the initial interaction with the Talent Acquisition team, either by phone or email.

What do we have to offer?

• A dynamic environment: flexible working hours and working from home - 1 day in the office per week, the other 4 days either in office or at home, whatever suits you

• 25 days holiday (including the ability to buy an additional 5 days holiday)

• Pension (6% matched)

• Medical healthcare - employee or cash option

• Workation: possibility to work from any SD Worx location (4 weeks per year, EU only)

• Referral program

• Learning opportunities: through an individual development plan and professional training

• Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx!