Overview:
The Bilingual Payroll Support Analyst provides Level 1 and 2 support to clients using WorkLinks’ Canadian HR/Payroll SaaS platform. This role serves as a key point of contact for clients, helping them navigate payroll processes, troubleshoot issues, and optimize their use of the WorkLinks system. The ideal candidate is detail-oriented, client-focused, bilingual in English and French, and comfortable working in a fast-paced technology environment.
Key Responsibilities:
- Serve as the primary point of contact for client payroll inquiries via email and telephone, using authorized platforms such as RingCentral and Atlassian Jira, in both English and French.
- Research and resolve payroll issues by identifying root causes and delivering practical solutions, collaborating with clients and internal teams as needed.
- Maintain up-to-date knowledge of the WorkLinks platform, including new features, updates, and fixes, and participate in ongoing product training.
- Manage multiple support tickets concurrently, ensuring cases are tracked, prioritized, and resolved within established Service Level Agreements (SLAs).
- Perform application testing to verify issue resolution and ensure new updates or bug fixes do not negatively affect system functionality.
- Provide feedback on system performance and recommend improvements based on client interactions and observed trends.
- Advise clients on best practices for using the WorkLinks payroll platform to maximize efficiency and accuracy.
- Assist in creating and maintaining product documentation, knowledge base articles, and other client-facing resources in both English and French.
- Collaborate with product managers and developers to resolve escalated issues efficiently.
- Monitor recurring issues and proactively suggest process or product enhancements to improve service quality and efficiency.
- Perform other duties as directed by Worklinks Inc.
Required Qualifications
- Minimum 5 years of experience in payroll support, payroll processing, or a related field.
- Strong understanding of Canadian payroll legislation, regulations, and practices.
- Fully bilingual in English and French, with strong written and verbal communication skills in both languages.
- Proficiency with HR/Payroll software; experience with WorkLinks or similar platforms is an asset.
- Strong problem-solving, analytical, and troubleshooting abilities.
- Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
- Customer-focused mindset with a commitment to providing exceptional service.
- Familiarity with ticketing systems (e.g., Jira, Salesforce) and virtual communication tools (e.g., RingCentral, Teams, Zoom).
Competencies:
- Team player with a collaborative approach.
- Adaptable and eager to learn new processes and technologies.
- Proactive in identifying opportunities to improve processes and client experiences.
- Professional demeanor and ability to handle confidential information with discretion.
