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About Paybooks Paybooks is on a mission to make HCM & payroll simple and delightful for businesses. Since 2012, we have helped 3,000+ businesses across India in automating their payroll, staying compliant with laws, and delighting their employees. Paybooks is a part of TransPerfect family of companies, the world’s largest provider of language and technology solutions for global business with offices in more than 100 cities worldwide. About the Team Our vision is to create a global HCM platform, augmented with a suite of AI apps to re-imagine the power of talent management. To accomplish this, we are building a highly motivated team, having right mix of curiosity, expertise, and stamina to transform the space! Position Overview We are seeking junior, mid level and senior Support Agents to serve as crucial intermediaries between our software application and clients. This role demands a solid foundation in IT/Payroll fundamentals, basic domain knowledge, and exceptional client communication skills across various channels. Key Responsibilities o Serve as the primary point of contact between the software application and clients o Respond to client inquiries via email, phone, and chat with professionalism and patience o Actively listen to and comprehend client queries to provide accurate and effective solutions o Maintain and apply a foundational understanding of product concepts, Cost to Company (CTC) calculations, and domain-specific knowledge o Stay informed about software updates, functionalities, and industry best practices o Troubleshoot and resolve client issues related to software usage, functionality, and performance o Systematically document and track client issues, resolutions, and feedback o Ensure high levels of customer satisfaction through timely and effective query resolution o Conduct follow-ups to confirm issue resolution and client satisfaction o Clearly articulate technical information to clients with varying levels of expertise o Provide comprehensive explanations and guidance to facilitate effective software utilization o Identify recurring issues and propose enhancements to software functionality and support processes o Participate in ongoing training and professional development initiatives o Should develop in-depth product knowledge to do product fitment gap analysis between client’s requirement and product features and functionalities