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
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!
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