Technical Support Consultant

About the role

As a Technical Support Consultant you will provide 2nd‑line support for Moorepay’s HRIS platform, helping customers resolve technical issues and ensuring a smooth user experience. You will work within a multidisciplinary pod alongside Customer Support and Service Delivery, taking ownership of cases from initial contact through to resolution.

Key responsibilities

• Investigate and resolve technical issues on the HRIS platform within agreed SLAs.
• Own cases end‑to‑end, keeping customers informed at each stage.
• Collaborate with pod members to deliver a seamless support experience.
• Analyse root causes and feed insights back to product teams to prevent recurrence.
• Partner with Product Development and IT Infrastructure on complex problems.
• Share knowledge by coaching colleagues and customers and championing process improvements.

Required profile

• Proven experience in HRIS technical support for external customers or partners.
• Demonstrated ability to work to SLAs with a focus on responsiveness and resolution.
• Strong diagnostic and problem‑solving instincts.
• Excellent written communication, able to translate technical details into plain English.
• Collaborative, team‑first attitude.

Required skills

• HRIS platform support
• Technical troubleshooting and diagnostics
• Working with service level agreements (SLAs)
• Payroll system knowledge (a plus)

What we offer

• Opportunity to work in a collaborative, customer‑focused team.
• Exposure to modern HR technology and growth in the HR‑tech sector.
• Varied development opportunities across support, projects and technical delivery.