SA Support Desk Consultant at PaySpace

Job Purpose

The purpose of the position is to support existing PaySpace clients via email or telephonically by analysing their requirements, troubleshooting their problem, or providing guidance on the system.

Duties and Responsibilities

• 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.

Information Security

• Understand their role within the organisation from an information security perspective and commit to protecting the organisation’s security information assets.

Finance

• Ensures Cost savings and efficiencies in area of accountability.

Self- development

• 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.

Teamwork

• Ensures teamwork to achieve shared goals.

Quality Assurance

• 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.

Support Desk

• 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.

Upsell/cross-sell opportunities

• 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.

Reporting

• Report monthly to management on arears of improvement and technical system issues for area of accountability.

Requirements

• 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