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South Africa

Support Analyst

Company Blue Label Distribution
Reference # B013
Published 04/06/2021
Contract Type Permanent
Salary Market Related
Location Sandton, Gauteng, South Africa
Introduction
We are a JSE-listed company that sells innovative technology for mobile commerce to emerging markets in South Africa and abroad. Our users are rich, poor, urban and rural, and we allow them all to interact and transact on an equal footing. We target many of our services at people who do not have easy access to bank accounts, and we allow them the convenience of being able to transact where and when they want to. At Blue Label Telecoms, we’re looking for outliers. People who have a drive to better themselves, their teams and the business with every decision and interaction. We have built an organisation that recognizes achievements and celebrates successes. We thrive on collaboration and offer our team members excellent work environments where enjoyment is a part of the experience.
Job Functions Information Technology
Industries Telecommunications
Specification
Responsible to provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals.
Requirements
RESPONSIBILITIES

Product/Service Information
Lead teams that deliver product/service information; adhere to predefined messaging/positioning of product/service.

Resolving Customer Issues
Aggregate customer issues and collate the most commonly raised issues in order to create/develop response strategy.

Operational Compliance
Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

Faults Diagnosis and Correction
Provide fault isolation and resolution for complex challenges to limit and address issues promptly.

Customer Relationship Management (CRM) Data
Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.

Customer Order Processing
Record and process custom/special orders that may require additional resources for delivery and coordinating with those teams as required.

Customer Needs Clarification
Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Periodic Health Checks
Maintain and lead periodic check-ins with key customers to ensure they're receiving the most value from the product/service.

Service-Related Up-selling and Cross-selling
During service interactions, look for opportunities to bridge customer needs to additional products/services offered by the organization.

Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

BEHAVIORAL COMPETENCIES

Communicates Effectively
Ensures Accountability
Customer Focus
Directs Work
Decision Quality
Tech Savvy
Courage
Plans and Aligns

SKILLS
Strengthens Customer Connections
Masters Service Conversations
Navigates Customer Challenges
Leverages Digital Communications with Customers
Service Into Sales
Action Planning
Builds Customer Loyalty
Customer-Focused Approach
Compliance Management
Computer Skills
IT Testing
Policy and Regulation
Provides Technical Support
Review and Reporting
Troubleshoots Technical Issues

EDUCATION

Matric
BSc Computer Science, Microsoft Certified Qualification or equivalent

EXPERIENCE

Minimum 3-4 years' relevant IT experience
3+ years SQL Server development experience.
3+ years writing Extract, Transform and Load (ETL) SQL queries and procedures.
3+ years SQL query optimization of large datasets.
Job Closing Date 18/06/2021
   
   
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Last Updated: 11 days ago [21.06.01.00]
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