Consultant Customer Care - Tier 2

At SD Worx, we are looking for energetic people to join our team. With us, you get the chance to showcase your talents and grow like never before! Ready, set, apply!

 

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and Mauritius. Our goal? We bring people solutions to life and turn HR into a value source for our clients and their people.

Our people solutions span the entire employee journey, from salary payment to attracting, rewarding, and developing talent. Are you ready to join us?

About the role:

You will support all the Individual Business Operations L2 and handle Major enhancement. Lead/guide the team on fixing issues. Work closely with the Leader in preparing requirements document. Good relationship within the team and continuous learning. Ability to identify patterns that may indicate larger system issues or recurring problems. Ensure Incidents requests are logged, responded, and resolved within SLAs for our Clients.

What do we have to offer?

• Leaves: all types of leave granted from day 1 (annual leave, sick leave, study leave, maternity/paternity leave, wedding leave, compassionate leave). Eligible for seniority leave after 3 years
• Insurance benefits: Medical insurance fully paid by SD Worx for you and two dependents (children up to 18 years old). Option to upgrade available. You are also eligible to enroll your parents in your medical insurance at a subsidized rate
• Monthly fixed transport allowance
• No deduction for using the company’s transport after work
• Eligible for a mobile voucher, redeemable at one of four suppliers, renewable every 3 years
• Fixed internet allowance for home use
• Career break option
• Workation: possibility to work from any SD Worx location (4 weeks per year, EU only)
• Yearly performance review with remuneration review
• Yearly company bonus
• Car loan: subsidized interest facility
• Referral program
• Learning opportunities: through an individual development plan and professional training
• Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx!

Which tasks can you expect?

• Advance issue resolution, diagnose and resolve complex application-related issues, ensuring minimal downtime and smooth user experience.
• Act as a point of escalation for critical and unresolved incidents.
• Provide guidance and mentorship to junior team members, fostering a collaborative and knowledge-sharing environment.
• Lead and coordinate high priority incidents, ensuring timely resolution and communication with stakeholders and clients.
• Manage root cause analysis and implement long term solutions to prevent recurrence.
• Work closely with development, Products, and Operation teams to improve application reliability and performance.
• Participate in the release and rollout of new applications, updates, and coordinate with other stakeholders to ensure seamless integration and support.
• Ensure support tickets are actioned and monitored affectively by accurately classifying and documenting resolution actions.
• Assist in developing, documenting, and maintaining support processes, procedures, and standards for the Business Application Support Team.
• Work closely with clients and participate in troubleshooting calls, where necessary.
• Participate in customer and governance calls.
• Provide training on use of product to Live customers and internal stakeholders.
• Participate in pre and post release testing for our live customers for the monthly releases.
• Complete data compare activities for our Live customers.

What do you have to offer?

• Diploma/bachelor’s degree in information technology / business management or a related field is preferred.
• 3-5 years of experience in the related field.
• Excellent attention to details and ability to work with large data sets with skill and confidence.
• Proficiency in English and excellent communication skills.
• Fast learner, able to work independently and with minimal direction.
• Detail oriented with strong organizational and time management skills.
• Experience in Customer facing. ( KPI, change request, Guidance )
• Proficiency with MS Excel, Microsoft Word, Outlook and Internet.
• Strong analytical, decision – making and innovative problem-solving skills
• Experience working with Salesforce would be considered an asset.
• Good SQL Knowledge

Please be informed that upon successful completion of the interview process, you will be required to submit a recent Certificate of Character, and you will undergo a background check as part of our standard legal procedures.

From many places, we work as one, moving from better to best together.

SD Worx embraces diversity in the workplace. Diversity brings inspiration and innovation to our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, or stage of life.