Payroll Specialist - Product Support

About the role

Paybooks, a member of the TransPerfect family, is looking for a Payroll Specialist – Product Support to join its Bangalore team. The role bridges the Paybooks payroll platform and its corporate clients, ensuring smooth usage and timely issue resolution.

Key responsibilities

• Serve as the primary point of contact between the software application and clients.
• Respond to client inquiries via email, phone, and chat with professionalism and patience.
• Listen to client queries and provide accurate and effective solutions.
• Maintain a solid understanding of product concepts, Cost to Company (CTC) calculations, and domain knowledge.
• Stay informed about software updates, functionalities, and industry best practices.
• Troubleshoot and resolve issues related to software usage, functionality, and performance.
• Document and track client issues, resolutions, and feedback systematically.
• Ensure high levels of customer satisfaction through timely query resolution.
• Conduct follow‑ups to confirm issue resolution and client satisfaction.
• Clearly articulate technical information to clients with varying expertise.
• Provide guidance to facilitate effective software utilization.
• Identify recurring issues and propose enhancements to software functionality and support processes.
• Participate in ongoing training and professional development initiatives.
• Perform product fitment gap analysis between client requirements and product features.

Required profile

• Bachelor’s degree in accounting, business administration or a related field.
• 2–5 years of experience with payroll software and systems.
• Strong attention to detail and accuracy in handling payroll data.
• Analytical mindset to assess payroll data and identify trends or errors.
• Problem‑solving ability to resolve customer issues effectively.
• Capability to perform under pressure during peak payroll periods (month‑end, quarter‑end, year‑end).

Required skills

• Proficiency with payroll software.
• Advanced Microsoft Excel skills.
• Familiarity with standard office software.