Specialist: Channel Support

At Cell C, we are not just a telecommunications company; we are a people-centric and consumer-focused organization committed to delivering exceptional experiences to our customers. In line with our dedication to customer-centricity, we are seeking a seasoned professional to join our dynamic team as a
Specialist Channel Support
to join our dynamic team of #Unstoppables.

Purpose of the Job:

To provide Franchise and Channels with technical, software support and training on contracted applications.

Key Performance Objectives

Configuration Management

• Perform administration and rollout procedures for new franchises and showrooms
• Ensure proper execution of contracted application software updates and upgrades
• Implement and control procedures and tests for the acceptance of contracted application software updates and upgrades
• Execute or assist with Testing of new software updates and upgrades
• Assist with the installation and connection of new equipment according to Operational standards
• Implement new software upgrades on contracted applications according to Operational standards
• Ensure data integrity of all contracted application databases and software configurations
• Review planned work for accuracy and completeness before implementation
• Correct review of documents for planning and implementation
• Ensure implementation of new Franchise Store

Preventive Maintenance

• Ensure 95% availability of contracted applications in the Channel
• Implement and maintain strategies and procedures for software maintenance and support
• Ensure the use of the System Support Plans and procedures are followed
• Execute regular system and database audits
• Organise and execute maintenance activities in cooperation with other internal departments
• Monitoring and change backups according to the backup schedules
• Execute daily maintenance according to set procedures
• Ensure optimisation of the services for Maximum availability
• Archive old system data
• Implement and maintain strategies and procedures for disaster recovery

Corrective Maintenance and Fault Management

• Provide technical and application support to all users either telephonically or on site
• React to and resolve customer faults within stipulated timeframes
• Escalate unresolved and overdue customer faults to higher level support or the supplier within stipulated timeframes and according to escalation procedures
• Follow up and manage fault resolution of escalated faults to suppliers according to SLA timelines
• Liaise with Franchise Stores regarding performance of the equipment and applications

System Enhancement and Integration

• Promote system development to ensure system effectiveness
• Ensure that system enhancements meet business requirements
• Ensure that any system changes are registered with Change Management
• Communicate any system changes to relevant business users and any affected application owners within Service Delivery
• Ensure that system enhancements are fully tested before implementation
• Manage system implementation affecting contracted applications
• Ensure that new Release Updates for contracted applications are installed in the Channel

User Support & Training

• Provide training on contracted applications to channel for all new and existing channel users
• Ensure that the channel is notified of system enhancements
• Determine training needs of all users
• Conduct follow-up calls to users regarding training received, training required, customer satisfaction and equipment performance
• Build and manage relationships with users on continuous basis

Reporting, data and documentation

• Compile weekly, monthly and quarterly reports according to defined templates
• Compile data and reports for other departments accurately
• Ensure consistency, accuracy and integrity of all related data and documentation
• Ensure the integrity of fault reports for the purpose of SLA reconciliation

Vendor Control and engagements

• Manage vendor performance as defined in SLA
• Manages and ensures accuracy and quality of all vendor reporting
• Verifies all vendor documentation including Operations manuals and schedules pertaining to BSS systems
• Manages and co-ordinates all vendor activities pertaining to BSS

Perform any other related duties as requested by Management

"Cell C is an equal opportunities employer, committed to fostering a diverse and inclusive workplace where all employees are treated fairly and with respect, regardless of race, gender, age, disability, or any other protected characteristic."