Technical Support Consultant

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?

You will be responsible for managing and resolving Level 1 and Level 2 incidents in line with SLAs and quality standards, including implementing workarounds and escalating when necessary. Your role involves maintaining accurate ticket documentation, handling requests from simple to complex (such as custom integrations and advanced reporting), performing root cause analysis, and collaborating with teams to resolve issues and improve processes.

You will also communicate with clients and stakeholders, manage change request, support team members and ensure compliance with company policies, data protection, and security protocols.

• Lead the resolution of incidents (Level 1 and
  2) in compliance with SLAs and quality standards, implement workarounds, and ensure prompt escalation when necessary.
• Keep tickets up to date, properly documenting and providing regular updates to stakeholders.
• Perform tasks ranging from simple to complex request handling, including managing custom integrations, creating data reports, and addressing other specialized requirements.
• Analyse root causes, collaborate with other teams to resolve complex issues, improve processes, and develop sustainable solutions.
• Actively participate in major incident resolution, ensuring timely escalation to the appropriate level when required.
• Communicate clearly and concisely with clients, including demanding stakeholders, to manage expectations and provide timely updates on incident progress and resolution.
• Contribute to the standardization and evolution of SD Worx methodologies to maintain standards and optimize applications.
• Analyse and identify billable actions, manage and implement client-requested enhancements, ensuring impact analysis, planning, thorough execution according to established procedures, and provide regular progress and outcome updates to stakeholders.
• Participate in pre- and post-release testing for live customers during monthly releases to ensure smooth transitions.
• Assist team members in handling all requests managed by the team, fostering a collaborative and constructive spirit.
• Provide regular reporting within your team and to your manager on the progress of your tasks.
• Adhere to schedules and commitments made and given.
• Alert your manager or team lead in case of any difficulties, of any nature (resources, time, etc.).
• Comply with company policies, including data protection, security protocols, and procedures, to ensure compliance and safeguard sensitive information.

• Strong verbal and written communication skills.
• Proficiency in French and English with excellent communication abilities.
• Detail-oriented, able to multitask, work independently, and demonstrate strong decision-making and time management skills.
• Solid organizational skills to manage multiple tasks, prioritize effectively, and handle a high volume of support requests while meeting SLAs.
• A degree/bachelor’s in Information Technology or a related field is preferred.
• Minimum of 1 to 3 years of experience in a similar role or in a technical role.
• Knowledge of ticketing systems (e.g., Salesforce, Helpdesk) for tracking tickets would be an advantage.
• Technical experience with customer interaction would be a plus.
• Functional knowledge of payroll is desirable, or at least a willingness to learn in the payroll and HR domain.
• Quick learner, capable of working independently with minimal supervision.
• Proficiency in MS Excel, Microsoft Word, Outlook, and Internet.
• Customer service-oriented.
• Knowledge of SQL would be an advantage.

• 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…