Customer Support Agent

About SD Worx

SD Worx is a leading European provider of comprehensive people solutions, employing 7,000 staff and serving 82,000 clients. Operating in Ireland for over 30 years, we are recognised for delivering reliable payroll software and services. Our client base includes 20% of corporate Ireland, with global representation across industries. The company has earned the Best Place to Work award in 2023 and continues to grow dynamically with new product releases in the Payroll/HCM space.

Role Overview

We are looking to hire two Customer Support Agents to join our Ireland team. Ideal candidates are experienced payroll professionals or technical support engineers with strong analytical skills and payroll expertise. You will serve as a subject matter expert for payroll solutions, supporting clients and internal teams by resolving queries effectively and contributing to continuous service improvements.

Key Responsibilities

• Deliver technical support for the SD Worx payroll software suite via phone and email communications.
• Ensure complete customer satisfaction on all calls and emails by managing queries from initiation to resolution, involving colleagues when necessary.
• Escalate issues appropriately to senior team members and conduct thorough offline investigations when required, providing feedback to clients.
• Perform additional tasks as assigned by the Customer Service Manager and maintain strong client relationships by consistently providing excellent service.

Candidate Profile and Requirements

• Solid knowledge of UK and/or Republic of Ireland payroll legislation, compliance, processing, pensions, taxation, and year-end procedures.
• Experience in client-facing technical or functional support roles with enterprise payroll and HR solutions.
• Strong analytical capability to diagnose complex payroll and system configuration issues and identify root causes.
• Familiarity with Microsoft SQL Server, database querying, and data analysis is highly desirable; training will be provided if needed.
• Ability to grasp technical payroll concepts and communicate these clearly to non-technical clients and stakeholders.
• Proven track record managing high workloads with precision, attention to detail, and quality.
• Composure and professionalism in handling complex and urgent issues.
• Ownership mentality focused on delivering exceptional customer service and problem resolution.
• Excellent communication, collaboration, and stakeholder management skills.
• Proactive approach toward continuous improvement, innovation, knowledge sharing, and best practices development.
• Strong organizational skills with the ability to prioritize work and manage escalations effectively.
• Commitment to uphold professionalism, integrity, company values, and champion customer advocacy.

Benefits and Perks

• Flexible working environment offering one day per week in-office presence and the other four days either onsite or remote.
• 25 days of annual paid leave with an option to purchase an additional 5 days.
• Competitive pension scheme with a 6% matched contribution.
• Medical healthcare coverage with employee or cash alternatives.
• Opportunity for "workation" allowing work from any SD Worx EU location for up to four weeks annually.
• Referral incentives for recommending new hires.
• Access to personal development plans and professional training courses.
• Career progression opportunities allowing growth either vertically within your specialization or horizontally across fields.

Diversity and Inclusion Statement

SD Worx embraces workplace diversity and inclusivity and strongly encourages applications from individuals regardless of origin, nationality, gender identity, sexual orientation, age, disability, religion, ethnic or social background, or life stage. Hiring decisions are based solely on skills, experience, and job-related qualifications.