Technical Documentation Administrator

6 months ago

Cape Town, South Africa TechQuarters Full time

**Job Description - Commercial Analyst**

Babble is a leading technology business that is reimagining how we do work. Founded in 2001, the company works with over 4,000 organisations in a wide range of sectors - including financial, health and education, travel and accommodation, and public services - by sourcing deploying and supporting locally the very best cloud solutions.

Babble’s growth over the last few years is one of the big success stories in its industry. This is demonstrated by the private equity investment of Graphite Capital in November 2020 - which was supported by reinvestment from LDC and management - to accelerate the buy and build strategy for the business. Annual revenue has rapidly grown to £40m - over 90% of which is recurring. It has over 25,000 cloud-based users, 34,000 mobile connections and 4,000 CCaaS supported agents.

**The Purpose of your role**

Babble Contact - increasing customer engagement by enabling quality, positive, productive, and ultimately more profitable conversations with our customers

Babble Contact is on the hunt for a capable Technical Documentation Administrator to join our ever-expanding team as we continue our rapid growth journey deploying hosted solutions into the EMEA market supported by our partners.

**Key Responsibilities**

Responsible for working closely with the technical teams enabling them to better support our customer. You will handle several support tickets simultaneously, providing expert recommendation/advice/support in a technical and supportive role within a fast paced, deadline driven environment.
- Speaking with technical engineer to gather information.
- Locating and collating supplier and systems information
- Producing standardised technical documents
- Creating and updating process documents
- Taking ownership of support cases, where an initial resolution was not provided and has exceeded the service level agreement.
- Escalate cases requiring higher level of intervention or of a critical nature.
- Provide excellent customer service and always adopt a professional manner with colleagues, customers and maintain strong working relationships.

**What good looks like for this role**
- Prioritise multiple responsibilities and deliver on commitments, must be comfortable working in a fastpaced dynamic environment.
- Ability to operate with mínimal guidance; must be able to exercise sound judgement and decision making in challenging situations.
- Excellent written English and ability to produce clear and concise written work - This will be tested during the recruitment process.
- Ability to talk understand technology at a high level - ideally having worked in the IT industry or studied it at college.
- Attention to detail.

**Requirements for the role**
- Have a strong/high level understanding of technology
- ideally having worked in the IT industry or studied it at college.

**What you also need to know**

Training on our products and internal processes will be provided.

**Why would you work at Babble?**
- Competitive salary
- 9-day fortnight (we are currently trialling this)

We are changing the way our space works by innovation. Why wouldn’t you want to be part of that?

**The recruitment journey**

We want to fill this role quickly, but we want to get the right person for the role. The recruitment process will consist of a screening call with the recruiting manager. If you proceed past this then you will have a video interview with the recruiting manager and one of the Executive Leadership Team

Application Question(s):
**Experience**:

- IT: 1 year (required)

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