Job Description

Main Purpose of Role

The purpose of this role is to provide field (onsite at customers) & remote support & consultation as well as implementations to Peopleware customers in order to maintain and improve customer satisfaction levels.

Required Minimum Education / Training

• Matric plus 3 years relevant experience
• Degree/Diploma or a relevant tertiary qualification in IT and / or Payroll Diploma.
• Certifications relating to payroll industry will be advantageous.

Required Minimum Work Experience

• Relevant experience in Service, Consulting, and Implementation
• In-depth understanding of the customer services model and of the customers' business environment.
• In-depth knowledge of Peopleware and Payroll
• At least 3 years' experience in Payroll and advance Excel
• Good understanding of the Peopleware services in various industries

Technical and Behavioural Competencies Required

Technical

• Good understanding of the total TCTS business model
• Good knowledge of PeopleWare systems and hardware supplied to customers.
• In depth knowledge of the customer requirements.
• In depth understanding of projects and how to implement them.
• In depth understanding of the consulting process and delivering the service to clients
• Good understanding of basic financial and commercial factors.
• Proficiency in the Accsys Tools:
• Service Desk Software (e.g. Simplicity)
• Internal systems (e.g. Resonance & Wave)
• Navision
• Microsoft - Excel, Word, Power Point
• PeopleWare
• Basic knowledge and understanding of:
• Payroll principles and leave.
• Accounting principles
• BCEA - Basic Conditions of Employment Act
• Tax

Behavioral

• Good people skills
• Customer centric
• Good verbal, written communication, and presentation skills
• Good report writing skills.
• Ability to analyse customer needs and devise solutions.
• Good decision-making skills
• Good skills for problem negotiation
• An ability to handle pressure.
• Strong problem-solving and conflict-handling skills
• Ability to monitor and control expenditure within project parameters.
• Ability to identify improvement processes, tools, best practice, synergies and implement to improve customer services and/or efficiencies for the department

Key Performance Areas

Support to clients at a national level

1. Assisting clients with their Payroll & HR queries daily at a national level

2. Implementing Projects when selected as per the agreed project plan and budget
3. Expanding knowledge on other Peopleware products and modules to be able to assist clients across the board
4. Facilitate and provide customer training when required
5. Determine customer training needs and provide input to the training department.

Standard Processes & Tools

1. Use tools provided in assisting clients. Example, using Excel to do data dumps instead of manually capturing/retrieving data.

2. Ensure that the latest version of Peopleware is installed on your desktop / laptop
3. Participate in the testing of new releases prior to releasing to customers
4. Ensure that you are familiarized and up to date with the latest releases before it is released to customers
5. Escalate any test failures

Co-operation with other internal departments

1. Participate in meetings / discussions and escalate any software development issues to Dev department

2. Assist other services departments
3. Assist co-workers readily
4. Escalate where appropriate
5. Regular contact with staff, colleagues and management
6. Provides input, assistance and guidance to other staff when required.
7. Attend meetings when required

Expense Management

1. Meet Financial targets

2. Actively generate consulting work to generate income for the business

Nutun