PaySpace is buzzing with excitement as we embark on an extensive recruitment drive, and we're on the hunt for the crème de la crème of Payroll systems experts. Given our lightning-fast expansion, we'll be onboarding new talent in the upcoming one to six months. If you bring any of these skills to the table and share our enthusiasm for becoming a part of the native cloud-based Payroll and Human Capital Technology company, we're eager to get to know you!
Job Purpose
The purpose of the position is to support existing PaySpace Priority customers via email or telephonically by analysing their requirements, troubleshooting their problem, or providing guidance on the system. The Priority Support Consultant is responsible for managing and supporting our priority customers and optimising and prioritising their support needs to deliver world class service.
Duties and Responsibilities
• Familiarise oneself with priority customer support level agreements and ensure this is always adhered to.
• Identify, filter, and escalate tickets to the respective departments depending on the type of query and priority associated and ensure resolution is timeous.
• Monitor existing support tickets and conduct regular follow-ups on all escalated tickets to manage customer expectations.
• Acts as a Subject matter expert on product, features, and functionality and strives to resolve queries timeously.
• Ensure service levels are always maintained.
• Monitor own agent queue and track inbound calls to ensure service delivery
• Identify system and or compliance-related issues raised by customers 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 advanced tax calculations.
• Perform advanced system navigation and system functions.
• Troubleshoot advanced system errors.
Ensures customer excellence
• Builds and maintains strong relationships with customer base.
• Lives the company’s values and service standards with regards 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 companies 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.
Requirements
- 2+ years’ experience on the PaySpace application
- Strong analytical and problem-solving ability