Customer Support Analyst
Location: Bristol, England
Salary: £30,000 – £33,000
Contract Type: Full-time Permanent
Description
As a Customer Support Analyst at Zellis, you will represent Customer Support in both internal and external interactions. You’ll bring strong technical and operational skills to deliver high-quality solution support in a multi-channel environment. With a customer-first approach, you will ensure satisfaction and continuous improvement across our HR and Payroll product suite.
You’ll interact with a wide range of customer personas — from HR and payroll managers to IT professionals — to diagnose and resolve solution issues, while contributing to service quality, knowledge sharing, and case reduction initiatives.
Key Responsibilities
- Support and resolve issues with Zellis solutions (Elementsuite, Everyday, ResourceLink, MyView, HCM Cloud/AIR)
- Investigate and diagnose data issues within complex structures
- Progress, own, and manage cases to resolution in line with SLAs and KPIs
- Provide multi-channel support for complex advice and guidance queries
- Perform data analysis, troubleshooting, and corrective actions
- Create and manage problem records, DevOps/ProductHub entries, and knowledge articles
- Identify opportunities for case reduction and deflection, including product enhancements
- Review and approve knowledge articles for accuracy and consistency
- Collaborate with colleagues to drive service improvements and customer success
Skills & Experience
- Experience delivering Customer Support or operational services (HCM industry knowledge a plus)
- Strong communication skills (written and verbal), with confidence across multi-channel environments
- Proven analytical and problem-solving skills, with the ability to take ownership of issues
- Experience working to SLAs, KPIs, and customer satisfaction goals
- Ability to work independently, manage priorities, and remain resilient under pressure
- Organisational skills and attention to detail
- Experience in continuous improvement and knowledge sharing
- Ability to mentor and support junior colleagues
- Industry-recognised qualification (desirable)
Benefits & Culture
At Zellis, we create market-leading HR & Payroll products and services that power exceptional employee experiences. Our solutions pay over 5 million employees annually, serving nearly half of the FTSE 100, 50% of top retailers, and 30% of top universities in the UK & Ireland.
We live by our values every day:
- Unstoppable together
- Always learning
- Make it count
- Think scale
We are proud of our inclusive culture and supportive environment that encourages growth and innovation.
Your benefits package includes:
- Competitive salary
- Career progression opportunities
- Transportation to the office (up to 30km)
- Casual, privilege, and sick leave (plus your birthday off)
- Group medical insurance
- Personal accident insurance
- Life assurance
- Flexible benefits to support wellbeing
How to Apply
If you’re ready to join a forward-thinking organisation and make a real impact, we’d love to hear from you.
