Priority Support Consultant
Purpose:
The role of the Priority Support Consultant involves providing assistance to our priority customers and business partners through email or phone. This includes analysing their needs, resolving their issues, and providing system guidance.
Familiarise oneself with key strategic customer support level agreements and ensure this is adhered to at all times by:
- Prioritize each support ticket and manage the SLA according to the first response and resolution times.
- Avoid breaching the SLA, but if unavoidable, promptly escalate to the Head of Support for further guidance.
- Administer all reporting in line with SLA requirements and manage customer and business partner meetings as necessary to provide excellent service offerings.
- Filter and escalate tickets to the relevant departments based on the type of query and priority level and ensure timely resolution.
- Monitor existing support tickets and conduct regular follow-ups on all escalated tickets to manage customer expectations.
- Act as a subject matter expert on product features and functionality and aim to resolve queries promptly.
- Work closely with the Project Implementation Consultant during the handover process to ensure a smooth transition of the customer to the Priority Support department.
Ensures customer excellence
- Establishing and maintaining robust relationships with the customer base.
- Demonstrating adherence to the company's values and service standards while interacting with customers.
- Following business processes and systems to meet the company's quality requirements.
- Taking personal responsibility for providing excellent service.
- Adhering to the company's 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.
Preferred qualifications
- Business related tertiary qualification
Experience
- Minimum 3 years’ experience working within a payroll environment.
- People management experience
- Administration of computerised payroll systems
- Administration of computerised HR systems
- Knowledge of South African legislation
- Ability to demonstrate MS Excel skills
Requirements
- Display innovation to assist with streamlining processes
- Display excellent communication skills
- Must have good mathematical skills
- Must have strong analytical skills