Jobs at Sage

• Apply yourself to Investigate queries by narrowing down the cause of the issue.
• Apply yourself to learn new technologies quickly and retain information of different client network infrastructures, software solutions and constantly evolving product.
• Consider the benefits and impacts of the solutions you provide prior to implementation of the solution.
• Prepare response that’s articulate how fixes should be applied sequentially and methodically.
• Accurately log events of each customer query on our internal CRM.
• Obtain confirmation from the client’s on whether their needs or query(s) has been resolved.
• Convert issue and query trends into knowledge articles.
• Manage your logged in, unavailability and time measurements within specified benchmarks to maintain/optimise team capacity.
• Encourage our customers to complete your after call survey.
• Grow your product knowledge.
• Grow your customer service engagement with our customers.
• Follow internal policies.
• Be the point of contact for our customers.

Decisions You Will Be Expected To Make

• Having enough information to solve the query.
• Assign priority to query and escalate where needed.
• When you out of your depth and need help.
• Logging of a critical software bug or enhancement.
• How to deliver negative messages without negatively impacting the customer.

Skills, Know-how And Experience Needed For The Role

• Matric is essential.
• B. Com degree would be an advantage.
• Payroll administration.
• Minimum 18-month experience on VIP Premier, Classic and Sage Business Cloud Payroll Professional.
• Computer Knowledge (MS Office: Excel, Word).
• Have excellent communication skills – written and verbal.
• Ability to identify and adapt to the client’s style of communication.
• Ability to control the conversation.
• Manage uncertainty effectively, work without supervision and meet deadlines.

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The purpose of the Job is to manage the Sage PMO office for professional services.

Key Responsibilities Key Accountabilities And Decision Ownership

• Define and build PMO
• Appoint / recruit PMO resources
• Provide reporting to senior management and stakeholders
• Ensure alignment to strategy
• Create working relationships with project managers and other PMO’s
• Facilitate governance process - The project manager is responsible for ensuring that project is run with a suitable governance structure.
• Overall risk management to identify themes
• Facilitate dependency management across the projects and programmes
• Facilitate change control process
• Track deliverables and benefit realisation
• Mentor project managers
• Responsible for tools, standards and methodology i.e. project management templates
• May line manage project managers for a pro-active / managerial PMO
• PMO Documentation and maintenance.
• Forecasting and billing of