Priority Support Consultant

Summary

Join Deel, a global leader in international payroll and compliance, as a Priority Support Consultant! You will provide exceptional support to priority customers and business partners via email and phone, resolving issues and offering system guidance. This role requires strong analytical and problem-solving skills, excellent communication, and a minimum of 3 years' experience in a payroll environment. You will manage SLAs, escalate tickets, and collaborate with other teams. Deel offers competitive pay, benefits, and perks, including remote work flexibility and stock grant opportunities. We value diversity and inclusion and encourage applications from all qualified candidates.

Requirements

• Minimum of 3 years’ experience working within a payroll environment
• Leadership or team coordination experience
• Administration of digital payroll systems
• Administration of digital HR systems
• Knowledge of South African legislation
• Proficiency in Google Sheets/ MS Excel
• Demonstrate creativity and innovation to help streamline processes
• Exhibit excellent communication skills
• Strong numerical skills
• Exceptional analytical and problem-solving skills

Responsibilities

• Familiarise yourself with key strategic customer support level agreements (SLAs) and ensure adherence at all times by
• Prioritising each support ticket and managing the SLA according to the first response and resolution times
• Avoiding SLA breaches, and if unavoidable, promptly escalating to the Head of Support for further guidance
• Administer all reporting in line with SLA requirements and manage customer and business partner meetings as necessary to provide excellent service offerings
• Filter and escalate tickets to the relevant departments based on the type of query and priority level, ensuring timely resolution
• Monitor existing support tickets and conduct regular follow-ups on all escalated tickets to manage customer expectations
• Act as a subject matter expert on product features and functionality, aiming to resolve queries promptly
• Collaborate closely with the Project Implementation Consultant during the handover process to ensure a seamless transition of the customer to the Priority Support department
• Building and maintaining strong relationships with the customer base
• Demonstrating alignment with the company's values and service standards while interacting with customers
• Following business processes and systems to meet the company's quality requirements
• Taking accountability for delivering outstanding service
• Complying with the company's work standards
• Understand your role within the organisation from an information security perspective and commit to protecting the organisation’s information assets
• Ensure cost savings and efficiencies in areas of accountability
• Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and engaging with professional organisations
• Prepare personal development plans in collaboration with your Manager and implement them in line with business requirements
• Foster teamwork to achieve shared goals

Benefits

• Provided computer equipment tailored to your role
• Stock grant opportunities dependent on your role, employment status and location
• Additional perks and benefits based on your employment status and country
• The flexibility of remote work, including WeWork access where available