Product specialist (HCM / Payroll)

Highlights

Country

Remote, India

Employment

full-time

Salary

Market compatible

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We are hiring a Product/Application Support Specialist to join Mercans. As the first person dedicated to product support at Mercans, you’ll be at the front lines by responding to, investigating, and tracking customer needs, you will help ensure customers have a great experience on Mercans products.

Your responsibilities will include

• Responding to support tickets.
• Working with engineers and other team members to resolve customers’ issues.
• Should be able to support payroll related queries and issues.
• Responsible to attend the issues for the payroll input comes through integration.
• Can manage several tasks at once in a fast-moving environment.
• Identify the technical issue using the internal tools and analyze.
• Analyze the HTML template to identify any issue with PDF reports.
• Building support processes, for example, systems for sorting tickets, internal and user-facing documentation, feedback from support to inform product development, and generating ideas for internal tooling and customer-facing solutions to increase efficiency and reduce contact rates.

You may be a good fit if you have

• Experience with product support or related functions, like customer success (ideally 2-3 years).
• Experience in HR or Payroll product is an added advantage
• Basic integration knowledge on API and SFTP
• Excellent knowledge in excel formula.
• Payroll knowledge is an added advantage.
• Intermediate knowledge about HTML template creation/updating
• Ability to manage multiple projects at a time while paying strict attention to detail.
• Excellent verbal and written communication skills, including working with customers in-person, over the phone, and through email.