Customer Support Engineer

3 weeks ago


Wicklow, Ireland SD Worx Full time

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.

About us

SD Worx is a leading European organisation in end-to-end people solutions with 7,000 employees and 82,000 clients. We are at an exciting time with lots of scope for marketing in the high-growth Payroll/HCM field and we’ve new products to launch in Ireland from the SD Worx portfolio.

In Ireland SD Worx, formerly Intelligo is a leading provider of payroll software and services operating in Ireland for 28 years. Our software is the best in the market, the Big 4 and all other major payroll processors use it. We pay 20% of corporate Ireland and have global clients in every industry. We have built an enviable reputation for delivering dependable and robust payroll solutions. We work hard every day to maintain and build our reputation.

What do we have to offer?

  • An attractive salary based on your experience and achievement. And the freedom to compose your personal benefit package.
  • A dynamic environment: flexible working hours and working from home
  • Learning opportunities: through an individual development plan and professional training
  • Career growth: whether you want to become more of an expert in your field our you want to expand your knowledge more horizontally, there is always room to grow within SD Worx

Our ideal person

The ideal candidate will be part of a team dealing with all client queries that come in regarding our Payroll and HR software. They will be the expert in the technology to deal with queries and resolve them in a professional and efficient manner. They will build up rapport with our clients, supporting them from start to finish with their calls. As the person develops in their role they can move into second line support and also implementations as the need and desire develops.

This role requires a motivated individual, an excellent communicator who can adapt easily to managing various tasks and requirements, although full training will be given in all aspects of the duties below. They will be an outgoing, confident, and highly motivated individual with a great deal of enthusiasm and energy for the work they do.

What do you have to offer?

  • 3rd level degree with Computing Discipline and continuing to be technical savvy and motivated in this area
  • Previous experience with payroll/HR software solutions a distinct advantage as the role is extremely payroll focussed and complex
  • At least 2 years Customer Service experience required
  • Ability to absorb and troubleshoot technical issues and communicate them to a non-technical audience
  • Experience with Microsoft SQL server a distinct advantage
  • Ability to work under time constraints with excellent attention to detail
  • Ability to remain calm and collected in pressure situations to allow constructive guidance and also to communicate effectively with the customer.
  • Excellent problem solving skills with a willingness to learn, explore new ideas and innovate.
  • Excellent collaboration and communication/interpersonal skills.
  • Strong customer service ethics and sense of urgency.
  • Demonstrates and acts as a role model for the company core values and behaviours

Which task can you expect?

  • Provide technical support on SD Worx suite of payroll/hr products via voice and email
  • Ensure 100% customer satisfaction on calls and emails.
  • Own the calls from start to completion - even when support from other colleagues is required
  • Escalate questions and issues to Customer Services Manager 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.

From many places, we work as one, moving from better to best together.

SD Worx lives diversity in the workplace. Diversity provides inspiration and innovation in our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin colour, ethnic and social background, religion, age, disability, sexual orientation and stage of life.


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