Technical Support Administrator

2 weeks ago


Cape Town, Western Cape, South Africa Tracker South Africa Full time

Listing reference:
track_001058

Listing status:
Online

Position summary:

Industry:

IT & Internet
Job category:Administration
Location:Cape Town
Contract:Permanent
EE position:Yes
Introduction:


Job description:

-
Customer Service & Operations Management

  • Effective and proficient processing of all Service Requests and all other technical and operations related technical matters within the Region. (as per SOP's and Standards)
  • Weekly stats on all technical Service requests on outstanding, booked or not actioned.(This includes fitment centres).
  • Quality Service Requests on outstanding, booked or not actioned. As well as action report.
  • Post assessments to be updated daily based on the feedback received from the Quality Assurer. All assessments that are received must be saved and filed.
  • Access reports to be updated daily.
  • ON SITE tests daily updates on outstanding, booked or not actioned.
  • ON SITE service request notes to be updated on CDS, daily.
  • ON SITE's to be allocated to Fitment Centres and QA's within reason.
  • Ownership of the Service request / ON SITES until conclusion. (follow process)
  • Updating and maintaining the TRNCapetown SR Site.
  • Assist with urgent SR bookings with the assistance of Brian Bull and Antonio Meyer.
  • Generate Access Reports. This means that if the report is not available, this has to be generated (created) by the Technical Administrator.
  • Regional Data Capturing
  • Goes hand in hand with the Service request feedback
  • Stats Maintenance
  • Ensure all stats are up to date with feedback.

2.

This includes the following stats:


  • SR stats
  • ON Site stats
  • Damages
  • Battery Drainage
  • Unit related matters
  • Smooth Customer Experience
  • First customer contact to be made with the QA within 2 hours of the SR / ON SITE allocated to the Site. (as per SOP)
  • Follow ups on client queries with regards to SR's / ON SITES not being attended to.
  • General Office admin and reception relief duties
  • Answering of telephones.
  • Assisting with walkin clients.
  • Adhoc duties as requested by Supervisor / Manager

3.

Stakeholder Engagement

  • Internal and External stakeholder engagement
  • Innovation.
  • Consistently come up with new ideas on how to improve your key performance areas.
  • Communication
  • Constant communication to all stakeholders internal and external
  • Quality Activity Efficiency
  • Drive efficiency by building relationships with external (suppliers and customers) and internal partners (administrators)
  • Constant communication with Product Support, Service Centre and Administrators.

4.

Quality Management (10%)

  • Quality outputs provided to both internal and external stakeholders, including customers and partners
  • Passionate and result orientated
  • Involve and empower people

Minimum requirements:

  • Matric with minimum of 3 years Customer Service and Technical Administration experience
  • Qualification in Customer Service or/and Technical Administration will be advantageous
  • Experience in Tracking or GSMrelated industry will be advantageous


Computer literacy
  • Word, Excel, Power Point
  • Ability to deal with customers at operational and Executive level
  • Implementation of strategy experience
  • Good Communication skills

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