Payroll Support Analyst - JHB at Kerridge Commercial Systems South Africa

 As an integral member of the Payroll Support team, you will be responsible for assisting customers with queries and problems relating to the Payroll KCS application software. The department also provides the customers with a variety of other services including installation of new software and customer training. The ideal candidate should ideally have a solid understanding of accounting and Payroll fundamentals and troubleshooting as this role is essentially assisting the customers with the Payroll aspects of our software.   

Key Responsibilities:

• Support customers with problems and queries relating to the Payroll application software
• Accurately resolve problems using investigative and analytical skills
• Identify and replicate problems that require a software change by Development
• Work as part of the Support team
• Work with other departments to provide solutions to the customer
• Pro-actively taking ownership of a wide variety of calls and problems 
• Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement
• Managing, prioritising and progressing their adopted calls, in particular
• Using the call logging system correctly and ensuring that calls are updated on a regular basis with actions undertaken 
• Regularly updating customers regarding the status of their calls
• Effectively handling complaints and call escalation requests form customers 
• Identifying calls that are not support calls and dealing with these following the correct procedures, for example after sales calls, chargeable support calls, modification and system change requests
• Continually and pro-actively acquiring and retaining knowledge of KCS products and systems
• Pro-actively using the appropriate tools to gain and share knowledge
• Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
• Alerting Team Leaders and Application Support Manager as necessary regarding any sensitive customer issues
• Following and applying the standard Commercial Software Support Procedures and Practices
• Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with the Application Support Manager
• Undertaking any other projects as required by the Support Manager  

Key Requirements: 

Knowledge and Experience: 

Essential:

• Payroll Analysts will have a good general knowledge of Payroll and accounting principles 
• Knowledge of Payroll Compliance requirements
• Excellent written and verbal communication skills
• Microsoft Office skills with in depth Excel knowledge  

Desirable:

• Payroll Analyst should ideally have an Accounting or Business Studies qualification, for example Degree, BTEC, HND or AAT
• Understanding of standard business practises and Payroll procedures as well as Payroll systems
• Experience in a software support environment or similar  

Person Specification:

• Be able to investigate unfamiliar problems and generate an effective solutions in a systematic and logical manner
• Have excellent customer care and strong interpersonal skills
• Project a professional image
• Be adaptable and work as an effective member of a team
• Be organised and manage own workload efficiently
• Maintain a professional standard of communication at all levels
• Work conscientiously and use initiative
• Be calm under pressure and manage stressful situations
• Adopt a positive, pro-active approach to work  

Special Conditions:

• This role may require travel, therefore  a valid driver’s licence is desirable