SA Support Desk Consultant
PaySpace
- South Africa
- Permanent
- Full-time
- Ensures customer excellence
- Builds and maintains strong relationships with the customer base.
- Lives the company's values and service standards with regard to customer interaction.
- Adheres to business processes and systems to meet the company's quality requirements
- Takes personal accountability for service excellence.
- Adheres to the company work standards.
- Understand their role within the organisation from an information security perspective and commit to protecting the organisation's security information assets.
- Ensures Cost savings and efficiencies in area of accountability.
- Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Prepare personal development plans in conjunction with Manager and implement in line with business requirements.
- Ensures teamwork to achieve shared goals.
- Ensures best practice quality assurance standards are adhered to.
- Continuously monitor support center trends (with regards to the quality of advice, call durations, call type, telephone etiquette) and provides feedback to the Support Manager.
- Ensure service levels are maintained at all times
- Monitor own agent queue and track inbound calls to ensure service delivery
- Identify system and or compliance-related issues raised by clients and escalate to the manager to address with the relevant department to mitigate any risk and increase service levels.
- Adhere to all new release updates and changes in compliance legislation that are communicated to maintain service delivery and minimize risk
- Perform advance tax calculations.
- Perform advanced system navigation and system functions.
- Troubleshoot advanced system errors.
- Conduct site visitation to assist clients with navigation, system functions, and clear system errors as and when required with the approval of management.
- Facilitate system training for new or existing clients as per the Client Training Schedule.
- Perform Demo sessions as and when required.
- Ensure up to date with current South African legislation.
- Assist with Projects as required.
- Identify upsell / cross sell opportunities when dealing with clients by advising clients of advanced system capabilities ensuring that support service levels are adhered to at all times.
- Convert identified upsell/cross sell opportunities into new business and implement in line with support service level agreement.
- Ensure quote is generated and approved by client before additional consulting work is done.
- Accepted quotation to be attached to generated invoice.
- Report monthly to management on arears of improvement and technical system issues for area of accountability.
- Grade 12
- Tertiary Qualification
- Minimum 5 years' experience working within a similar environment.
- Administration of computerised payroll system
- Administration of computerised HR system
- Extensive knowledge of payroll
- Ability to demonstrate MS Excel skills (formatting, sorting, filter, lookup values, conditional values, etc.)
- Display a good understanding of JAVA scripting and component setups
- Display innovation to assist with streamlining processes
- Display excellent phone and e-mail etiquette
- Must have good math skills
- Must have strong analytical skills
- Must be able to work in teams or independently