Deel is seeking a Product Support Specialist for our Local Payroll team in South Africa. In this pivotal role, you will be responsible for creating world-class technical support by acting as the primary gatekeeper between our Support and Development teams, ensuring streamlined processes and service excellence.
What You'll Do
- Review, address, and resolve internal technical support escalations.
- Consult and escalate to Development for remedial action when required.
- Act as the gatekeeper between the Support team and Development to ensure streamlined processes and improved customer service levels.
- Identify trends in support escalations and report these to the Operations Support Manager.
- Work with Support Managers to ensure consistent technical upskilling of teams.
- Provide feedback on product issues and solutions to Support Consultants.
- Keep all consultants and managers updated with known product issues.
- Continuously monitor the desk in terms of advice quality and query types, implementing actions to address areas of improvement.
- Review and publish Knowledge Base articles and Frequently Asked Questions.
- Report monthly to the Head of Support on identified areas of improvement and technical system issues that have been addressed.
- Ensure departmental standards are maintained and reviewed regularly.
- Drive the company’s values and service standards in all customer interactions.
- Adhere to and recommend improvements to business processes and systems.
- Take personal accountability for delivering service excellence.
- Collaborate with other Support Desk Managers to ensure efficiencies.
- Update job knowledge through education, professional reading, and networking.
- Prepare and implement a personal development plan in conjunction with the Head of Support.
- Understand your role from an information security perspective and commit to protecting the organisation’s secure information assets.
What We're Looking For
- Business-related tertiary qualification.
- Minimum 2 years’ experience working within a payroll environment.
- People management experience.
- Administration of computerized payroll systems.
- Administration of computerized HR systems.
- Extensive knowledge of South African legislation.
- Proficient in Microsoft Excel.
- Display innovation to assist with streamlining processes.
- Demonstrate excellent communication skills.
- Possess strong mathematical abilities.
- Strong analytical skills.
Team & Environment
You will act as the technical port of call for all internal colleagues when required and report directly to the Head of Support.
Benefits & Compensation
- Stock grant opportunities dependent on your role, employment status and location.
- Additional perks and benefits based on your employment status and country.
Work Mode
This is a remote position based in South Africa, offering the flexibility of remote work, including optional WeWork access.
Deel is an equal opportunity employer and is committed to cultivating a diverse and inclusive workplace that reflects different abilities, backgrounds, beliefs, experiences, identities and perspectives.
