Junior Support Partner

2 days ago

Durban, South Africa Barrows Full time

**Job Purpose**:
The role of support is critical to the success of the organization and the product of the Barrows Connected Store retail media network. The Junior Support Partner requires individuals to identify problematic retail media units and managing, through the required processes, the resolution to the problems identified. Updating key stakeholders within the business, through detailed reports and communications at every step, ensuring everyone is up to date on all issues within the connected store universe.

**Role and Responsibilities**:

- Ensure First Response SLAs are met, by completing daily store calls in the allocated timeframe. Ensure the correct content and campaigns are assigned to CS units in Trade.
- Act as the first point of contact for issues identified through the Barrows Media platform as well as reported faults by external and internal stakeholders.
- Escalated media platform faults into the development team.
- Provide timely resolution to technical challenges, in accordance with the required account SLA’s.
- Maintain detailed documentation of all support actions and decisions.
- Manage support tickets through the Jira platform and ensuring the standards are maintained through to the Network manager for clear client and internal stakeholder visibility.
- Update Account Executive of any critical faults or repairs in progress and provide updates when complete.
- Maintain a close relationship with account operation partners, Trade Reach and 3rd party providers.

**Minimum Qualifications & Skills**:

- Excellent troubleshooting skills and ability to handle high-pressure situations.
- Ability to work collaboratively within a team and independently.
- Good understanding of IT.
- Basic understanding of electrical/ electronic functions.
- Proficient in Google Suite/ Microsoft Office.
- Excellent written and verbal communication skills.
- Demonstrated problem solving skills.
- Demonstrated customer service skills and an ability to work with teams.
- Good interpersonal skills.
- High level of attention to detail required.

**Typical Day in the Life of This Role**:

- Participate in Team Meetings: Attend stand-up meetings/ Account meetings and operational meetings.
- Call multiple stores to assist in resolving CS unit issues.
- Brief in 3rd Party support teams and ensuring issues are resolved within the designated SLA’s.
- Communicate with Key stakeholders within the business on the status of problematic connected units.
- Respond to client queries timeously.
- Verify content files are correctly setup and released on the correct dates/ times.
- Assisting telephonically the setup of new installations in stores while installations teams are on the ground.
- Troubleshooting problematic units and guiding service technicians through correct processes.

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