Support Agent

**Job Description**:
The purpose of the role is to provide support to our Sage Pastel Payroll customer. Help our customers define the context of the issue, then narrow down the cause by continuously analysing the information available, and to find and analyse solutions (options). Making decisions on how the query should be resolved with mínimal constraints and mínimal impact to the live customer processing environment. In addition, the customer services agent will provide solutions to advisors, partners and alliances on various technical issues and problems relating to product.

Key Responsibilities
- Provides expert knowledge by supporting and resolving complex product escalations for Customer Support and other stakeholders
- Deliver timeous communication to the Customer Support teams relating to product updates, software releases, bug fixes
- Monitors trending customer issues to develop proactive communication and customer education
- Contributes to the overall Digital Transformation objectives through improving efficiencies and quality across online platforms
- Manages the logging process of software bugs or product enhancements and ensures timeous resolution
- Works collaboratively with internal and external stakeholders
- Prioritises workload when resources change, managing time and resources effectively to ensure the best possible outcome for the customer, employee, and organization
- Actively participate in internal projects such as product enhancements processes, training development, capturing, and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned.
- Identify knowledge gaps related to product support and collaborate with line managers and training facilitators to close the gap
- Flexibility in supporting/moving to other products within CS(demand driven)
- Ensuring that you have a good understanding of clients’ requirements
- Prepare response that’s articulate how fixes should be applied sequentially and methodically.
- Accurately log events of each customer query on our internal CRM.
- Manage your logged in, unavailability and time measurements within specified benchmarks to maintain/optimise team capacity.
- Encourage our customers to complete your after-call survey.
- Grow your product knowledge.
- Grow your customer service engagement with our customers.
- Follow internal policies. Skills, know-how and experience:
Essential:

- Product certification on Sage Pastel Payroll.
- Solid understanding of support platforms and customer experience
- Exceptional writing and technical skills
- Ability to adhere to a structured work schedule and efficiently self-manage work time
- Ability to identify, investigate and resolve technical queries
- Requires strong problem solving and troubleshooting skills, including the ability to actively listen, ask meaningful probing questions and the ability to break business processes into simplified steps
- Able to handle difficult conversations without negatively impacting the customer
- Adhere to escalation protocols within Customer Support.
- Manage uncertainty effectively and work without supervision.

Technical Competencies:

- Industry experience would be an advantage
- Written and verbal communication skills
- Customer interaction Technical / professional

Qualifications and Experience:

- BCom Degree or equivalent NQF6 qualification preferred
- Matric is mandatory
- Certification in the relevant (Payroll Certificate)
- Ability to identify and adapt to the customers style of communication
- 1-2 years Call Centre Experience

Function

Customer Operations

Country

South Africa

Office Location

Johannesburg

Work Place type

Hybrid

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