Oasis Outsourcing BPO is a social enterprise based in Nairobi, Kenya. Our Business Process Outsourcing Model helps businesses, institutions, organizations, and government entities outsource non-core but critical business processes such as data annotation, customer support, and outsourced human resources.
We do this while creating employment for youths and...
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Your primary responsibilities are to assist our client users with questions and issues pertaining to the application of the software. This includes resolving support requests, troubleshooting issues, replicating scenarios for developers to address and in-house testing of software. Occasionally train customers on components of the system.
Responsibilities:
Gather information from the client and determine the issue by evaluating and analyzing the symptoms;
Identify and escalate application defects and priority issues;
Interact with clients to provide information in response to inquiries, concerns, and requests about products and services and provide resolutions to reported issues
Offer alternative solutions where appropriate to prevent disruption in client activities
Follow up and make calls to customers when necessary;
Maintains client confidence and protects operations by keeping client and client’s employee information confidential.
Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
Stay current with system information, changes/updates and new releases
Assist the QA department in product testing
Contribute to written documentation (Knowledge Base)
Provide occasional training for internal employees and externally for clients
Skills and Experiences:
Experience with PrismHR, HRPyramid or other PEO or ASO software preferred
Ability to communicate and present information effectively with both technical and non-technical audiences
Strong knowledge of HRIS systems including payroll, benefits, and human resources
Knowledge of payroll and payroll accounting operations
Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
Bachelor’s degree or an equivalent combination of training and experience.
1-3 years’ experience in a similar role
Experience with Vertex, Mastertax, Quickbooks, Peachtree or Great Plains a plus (not required)
Experience setting up and maintaining Client Accounting in HRIS system and a general understanding of Financial Accounting
American Payroll Association certification a plus
Excellent problem solving and troubleshooting skills
Excellent listening skills
Excellent phone and people skills
Ability to work independently with exceptional attention to detail
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