Senior Payroll Specialist (Product Support)

POSITION SUMMARY: We are looking for an experienced Senior Payroll Specialist – Product Support with strong hands-on knowledge of Indian Payroll, statutory compliance and payroll processing. The role will provide functional support to customers using a SaaS HRMS & Payroll platform and will act as a senior domain point of contact for complex payroll, compliance and product-related queries. The ideal candidate should combine strong payroll expertise with excellent customer communication, problem solving, ownership and customer-handling skills. The candidate must be able to understand a customer's business requirement, analyze the issue, explain the solution in simple business language, coordinate internally when required, and drive the case to closure within SLA.
ROLE OBJECTIVE:
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Provide accurate, timely and customer-focused functional support for payroll and HRMS-related queries.
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Use strong payroll-domain knowledge to identify the root cause of calculation, configuration, compliance and process issues.
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Handle complex and high-priority customer cases independently and take ownership until resolution.
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Act as a bridge between customers and internal Product, Development, QA and Operations teams.
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Improve customer experience through clear communication, proactive updates, effective troubleshooting and knowledge sharing.
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Contribute to product quality, UAT, knowledge base and continuous improvement initiatives.
KEY RESPONSIBILITES:
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Payroll & Functional Product Support
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Payroll Domain & Statutory Compliance
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Customer Communication & Customer Handling
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Troubleshooting & Root Cause Analysis
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Escalation & Cross-Functional Coordination
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Knowledge Management & Process Improvement
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Payroll Knowledge
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Product / Technical Skills
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Customer Handling & Behavioral Competencies