Technical Support Analyst: Pastel Payroll

2 weeks ago

Johannesburg, Gauteng, South Africa Sage City Full time

Job Details:

Technical Support Analyst:
Pastel PayrollFull details of the job.
Job Title
Job Title

Technical Support Analyst:
Pastel Payroll
Job Description
Job Description As a

Technical Support Analyst:

Pastel Payroll you will work in a fast-paced, innovative environment where you will be provided the tools, resources, and outstanding leadership to manage the customer services business application solutions to current customers.

You will enhance each customers relationship with Sage, accomplished primarily by helping customers with questions or issues regarding Sage's products or services and their application in the customer's business operating environment in adherence to the company's guidelines.

Customer relations will also be enhanced by the identification of customer
needs that can be addressed by additional Sage products or services. In addition, analysts will regularly author articles for submission to the knowledge base and engage in team-based
project work while mentoring less experienced staff.
Key Responsibilities
Key Responsibilities

  • Provides an Extraordinary Customer Experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals
  • Drive Sales lead revenue generation within your team and have full understanding of cross-sell opportunities.
  • Identifies the root cause of the client's software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issues
  • Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies. Actively promotes the knowledge base to our customers. Maintains article quality standards
  • Assists customers in gaining the most value from their Sage products and services
  • Identifies additional opportunities for Sage solutions to benefit the customer's business needs
  • Documents each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included, to appropriate resources
  • Works collaboratively and effectively within a team of peers. Maintains a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect
  • Prioritizes work balancing importance from the customer perspective and operational efficiency. Follows through on commitments, communicates status of work, identifies and requests assistance with barriers that may interfere with progress. Adjusts workload when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization
  • Stays current on technical and business knowledge in all assigned applications, as well as support processes and procedures
  • Actively participate in internal projects such as improvements to call flow processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned.

Qualifications and Experience:

  • BCom Degree or equivalent NQF6 qualification preferred
  • Matric is mandatory
  • Certification in the relevant Pastel Payroll
  • Ability to identify and adapt to the customers style of communication
  • 1-2 years Call Centre Experience
Function
Function Customer Operations
Country
Country South Africa
Office Location
Office Location Johannesburg
Work Place type
Work Place type Hybrid
Advert

Advert Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter.

We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

Our colleagues are the best of the best. It's why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.
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