Paul Doyle

Customer Support Supervisor @CloudPay

Andover, GB

Provide technical support to EMEA (primarily), APAC and AG based clients for the CloudPay Global Payroll system. This involves troubleshooting, assessing and logging client issues, resolving where possible and liaising with Development, Implementation and Operational teams for issues that require additional assistance. Responsible for managing issues to ensure they are resolved in a timely manner, based on their ticket priority. Full understanding of Client Service Level Agreements and involved in collecting SLA data and providing monthly reports for client Account managers. Attended client SLA meetings to provide input on any tickets which failed SLA. Perform User Access Management tasks (create, amend and removal) & provide internal training for the CRM platform. Acted as a backup to the internal Cognos developer, providing support for ID creation and password resets, and system restarts when required. Providing weekend and out of hours support where required.Created and maintained both internal and external support and training guides using the Google Sites. I am responsible for providing application training for the CloudPay Support tool (Zendesk) to primarily EMEA based clients, but also some US based clients.

Southampton Institute of Higher Education

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