Mobile Data Specialist

1 week ago

Johannesburg, South Africa Motivity (PTY) Ltd Full time

**Overview of the Role**
- Provide front line, technical support
- Handle escalated assignments/calls from customers relating to data and new technology products and services to ensure that Customers receive the benefit of products and services in a proficient, professional manner.
- Troubleshoot and resolve mobile data device conflicts with computer peripherals and devices.
- Communicate clearly between the client and internal departments (Call Centers) to offer an effective resolution of customer queries.
- Maintain efficient, effective and professional service levels in a manner that constantly meets the required performance standards
- Ensure continuous customer retention, including follow up courtesy calls to monitor customer needs and satisfaction levels
- Document all problems and resolutions identified into the knowledge base for future use by all customer care and support staff and for use in reporting in general.
- Ensure continuous follow-‐up on transaction being processed and measure the applicable turnaround times, as determined in SLA
- Understand the mobile solutions marketplace and remain abreast of latest developments in the Mobile Data arena

**Competencies**:

- Understanding of Mobile Data and its components, including GSM/GPRS/3G and LTE
- Excellent knowledge of Computer Laptop and PDA Operating Systems
- Knowledge of Data Networks and its connectivity (lans/wans/tcp/ip etc)
- Ability to define sometimes complex technical solutions
- Fully conversant with Microsoft operating systems, server platforms and messaging platforms.
- Good level of knowledge/experience of Mobile Data would be beneficial
- Applicant should have previous experience in a customer-facing role.
- Working knowledge of mobile data services and peripherals
- Knowledge of networking concepts and protocols.
- Understanding of Microsoft products
- Knowledge of the telecommunications is essential
- Knowledge of Information technology is essential
- Knowledge relating to the convergence of telecommunications and IT is essential
- Knowledge of support requirements for operating systems is essential
- Understand the mobile solutions marketplace.
- Understanding of Mobile Network layout preference

**Skills**:

- Analytical
- Problem solving
- Communication (verbal and written)
- Computer proficiency
- Facilitation
- Decision making
- Co
- ordination
- People networking
- Technical skills is essential
- Customer interaction skills is essential

**Attitudes**:

- Customer centric
- Quality Oriented
- Attention to detail
- Stress tolerant
- Solution driven
- Self Motivated
- Self Learner

**Education and Qualification Requirements**:

- Matric with Degree/Diploma in Information technology or Telecommunications;
- At least 1 IT certification + ITIL certification (Cisco/Blackberry/MCSE/A+,N+);
- 3+ years’ experience in IT support or Telecoms support (Networks, Business support or customer service);
Experienced in outbound call handling activities

**Job Type**: Permanent

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

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