Senior Support Consultant

PURPOSE OF THE ROLE

KEY RESPONSIBILITIES

• Provide exceptional client support via telephone, email, Microsoft Teams and other approved channels, taking ownership of queries through to resolution.
• Investigate and resolve complex Sage 300 People functional and technical issues using structured troubleshooting and root-cause analysis.
• Apply advanced knowledge of Sage 300 People, HR processes, payroll principles and South African payroll legislation to investigate discrepancies and recommend appropriate solutions.
• Analyse system configuration, employee data, payroll results and database information to identify and resolve underlying issues.
• Use Microsoft SQL Server to query and analyse data, investigate inconsistencies and support technical troubleshooting where required.
• Support clients with Sage 300 People configuration, implementations, system improvements and user training where required.
• Act as an escalation point for complex and high-priority support cases, collaborating with Sage, developers and other specialists while maintaining ownership of client communication.
• Provide technical guidance to colleagues, share product knowledge and assist in developing the troubleshooting and client-management skills of other consultants.
• Maintain accurate support records and contribute to knowledge-base articles, troubleshooting guides and internal documentation to promote consistent service delivery.
• Identify recurring issues and recommend improvements to support processes, system configuration and the overall client experience.
• Handle client and employee information responsibly and ensure that all data-related corrective actions comply with applicable procedures and controls.
• Maintain and continuously develop advanced product knowledge, technical expertise and awareness of payroll legislation, statutory requirements and relevant technologies.

QUALIFICATIONS, EXPERIENCE AND COMPETENCIES

Required

• Minimum 5 years relevant hands-on experience with Sage 300 People support, consulting or implementation.
• Strong knowledge of Sage 300 People functionality, configuration and troubleshooting.
• Sound understanding of payroll principles, South African payroll legislation and statutory requirements.
• Working knowledge of Microsoft SQL Server for data analysis and troubleshooting.
• Strong analytical, problem-solving and root-cause investigation skills.
• Proven experience managing client queries, complex issues and escalations.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Ability to work independently, prioritise multiple queries and collaborate effectively within a team.
• Experience with support ticketing and remote-support tools.
• Ability to guide and support colleagues.

Preferred

• Sage 300 People certification or relevant accreditation.
• Advanced reporting and experience configuring Employee Self Service and workflows.
• Experience with integrations, APIs, imports, exports and data migration.
• Sage 300 People implementation, upgrade or migration experience.
• Experience developing training materials, technical documentation and knowledge-base articles.
• Experience delivering client or internal training.
• Broader HRIS, payroll or technology consulting experience.

INTERPERSONAL AND OTHER SKILLS

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• A genuine customer-service mindset.
• High attention to detail and commitment to accuracy.
• Strong ownership and accountability.
• Professional and reliable in all client interactions.
• Comfortable working independently and making informed decisions within the scope of the role.
• Able to work collaboratively as part of a fast-paced team.
• Able to manage multiple priorities without compromising the quality of support.
• Comfortable sharing knowledge and helping colleagues develop.
• Able to communicate effectively with both technical and non-technical audiences.
• Proactive in identifying problems and finding practical solutions.
• Committed to continuous learning and development.
• Professional and discreet when dealing with confidential HR and payroll information.