Support Agent - Customer Services

Job Title: Support Agent - Customer Services

Job Description: The purpose of the role is to provide support to our Sage Pastel Payroll customers. Help our customers define the context of the issue, narrow down the cause by continuously analyzing the information available, and find and analyze solutions. Make decisions on how the query should be resolved with minimal constraints and impact to the live customer processing environment. Additionally, the customer services agent will provide solutions to advisors, partners, and alliances on various technical issues relating to the product.

Key Responsibilities:

1. Provide expert knowledge by supporting and resolving complex product escalations for Customer Support and other stakeholders.
2. Deliver timely communication to the Customer Support teams relating to product updates, software releases, and bug fixes.
3. Identify the root cause of customer software or system issues and use system analysis and testing techniques to solve highly complex application or system issues.
4. Monitor trending customer issues to develop proactive communication and customer education.
5. Contribute to overall Digital Transformation objectives through improving efficiencies and quality across online platforms.
6. Manage the logging process of software bugs or product enhancements and ensure timely resolution.
7. Work collaboratively with internal and external stakeholders.
8. Continuously find ways to enable all customers to be self-sufficient in minimizing time to solve complex application support queries.
9. Prioritize workload when resources change, managing time and resources effectively to ensure the best possible outcome for the customer, employee, and organization.
10. Remain relevant on the latest technical and business knowledge in all assigned applications, as well as support processes and procedures.
11. 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.
12. Identify knowledge gaps related to product support and collaborate with line managers and training facilitators to close the gap.
13. Flexibility in supporting/moving to other products within Customer Services (demand driven).
14. Ensure a good understanding of clients’ requirements.
15. Investigate queries by narrowing down the cause of the issue.
16. Prepare responses that articulate how fixes should be applied sequentially and methodically.
17. Accurately log events of each customer query on our internal CRM.
18. Manage your logged in, unavailability, and time measurements within specified benchmarks to maintain/optimize team capacity.
19. Encourage customers to complete your after-call survey.
20. Grow product knowledge and customer service engagement with our customers.
21. Follow internal policies.

Skills, Know-how, and Experience:

Essential:

1. Product certification on Sage Pastel Payroll.
2. Solid understanding of support platforms and customer experience.
3. Exceptional writing and technical skills.
4. Ability to adhere to a structured work schedule and efficiently self-manage work time.
5. Ability to identify, investigate, and resolve technical queries.
6. Strong problem-solving and troubleshooting skills, including active listening and meaningful probing questions.
7. Ability to learn and apply technical knowledge, work within defined policy and procedures, and use standardized tools and technology to perform job functions.
8. Able to handle difficult conversations without negatively impacting the customer.
9. Adhere to escalation protocols within Customer Support.
10. Manage uncertainty effectively and work without supervision.

Technical Competencies:

1. Industry experience would be an advantage.
2. Written and verbal communication skills.
3. Customer interaction technical/professional skills.

Qualifications and Experience:

1. BCom Degree or equivalent NQF6 qualification preferred.
2. Matric is mandatory.
3. Certification in the relevant (Payroll Certificate).
4. Ability to identify and adapt to the customer's style of communication.
5. 1-2 years Call Centre Experience.

Function: Customer Operations

Country: South Africa

Office Location: Johannesburg

Work Place Type: Hybrid

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