Field Support Consultant
5 days ago
An exciting opportunity is available for a **Field Support Consultant** within the Financial Services industry based in Cape Town.
**The purpose of the job is to provide field (onsite at customers) and remote support & consultation to company’s customers in order to maintain and improve customer satisfaction levels.**
**Requirements**:
- Matric plus Degree/Diploma or a relevant tertiary qualification in IT and / or Payroll Diploma.
- Formal relevant qualification will be an advantage
- Relevant experience in excel
- Relevant industry experience
- PeopleWare experience an advantage
**Technical competencies & Skills**:
- Proficiency in Tools: Service Desk Software (e.g., Simplicity), Microsoft - Excel, Word, Power Point, PeopleWare
- Good knowledge and understanding of:
- Payroll principles, HR and leave
- Accounting principles
- BCEA - Basic Conditions of Employment Act
- Tax
- In depth knowledge of the customer requirements.
- Understanding of Databases
- Exposure to SQL
- Product Analysis experience
- Data testing experience
- Data Analytics experience
**Responsibilities**:
Provide Onsite and Remote Consultation to clients:
- Respond to customer requests promptly.
- Attend to appointments made to customers as per agreed confirmations
- Provide consultation to customers as per requests
- Respond to queries promptly
- Queries and complaints resolved speedily
- Investigates problems and suggests possible solutions
- Ensures that all interactions with the client are professional and positive
- Follows up on all outstanding queries and update logs on a regular basis
- Ensure all tickets have meaningful detailed information
- Takes ownership and responsibility of tickets
- Gives good input and possible solutions
- Follow up and resolving open tickets
- Escalate queries that are complex - Gives good input and detail diagnostics when escalating
- Provide input for more pro-active support (i.e., repetitive problems and root cause analysis).
- Monitors and reports on customer status & support
- Takes prompt corrective action where service is below standard
- Ensures that customers and internal services delivery & account management are kept informed.
- Keeping abreast of new technology and software updates to ensure efficient support.
Achieve financial targets through:
- Actively generate work to meet monthly targets Escalate where appropriate
- Ensure that all billing is done as soon as the appointment is completed / work performed with the customer is signed off
- Generate project plans and perform the project work as per the agreed quotation
Provide training to clients where necessary through:
- Facilitate and provide customer training when required
- Determine customer training needs and provide input to the training department
Carry out system testing through:
- Ensure that the latest version of PeopleWare is installed on your desktop/laptop
- Participate in the testing of new releases prior to release them to customers
- Ensure that you are familiarised and up to date with the latest releases before it is released to customers
- Escalate any test failures
Function as part of a team through:
- Assist co-workers readily
- Escalate where appropriate
- Regular contact with staff, colleagues and management
- Provides input, assistance and guidance to other staff when required
- Attend meetings when required
- Responsible for personal development and career progression with regards to knowledge of system; procedures and practices
**Salary**: R20 000 - R25 000 per Month
**Salary**: R20,000.00 - R25,000.00 per month
**Education**:
- Certificate (required)
**Experience**:
- PeopleWare: 1 year (required)
- Provide Onsite and Remote Consultation to clients: 1 year (required)
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