Technical Support Administrator

1 week ago


Cape Town, 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 walk-in 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 GSM-related 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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