TRACKER requires the services of the Technical Support Administrator for the Eastern Cape region. The successful candidate will be responsible for all related technical administration duties at the Port Elizabeth office.
Responsibilities:
- Effective and proficient scheduling and processing of all Service Requests and all other technical and operations related technical matters within the Region.
- Weekly stats on all technical Service requests on outstanding, booked or not actioned.
- Quality Service Requests on outstanding, booked or not actioned, as well as action report.
- Score cards and Post assessments to be updated daily based on the feedback received from the Quality Assurer. All assessments that are received must be saved and hyperlinked to the assessment register.
- Access reports to be updated daily.
- ON SITE tests – weekly updates on outstanding, booked or not actioned.
- ON SITE service request notes to be updated on CDS.
- Ownership of the Service request until conclusion.
- Updating and maintaining the SR Site.
- Allocate to fitment centre / QA.
- Generate Access Reports. This means that if the report is not available, this must be generated (created) by the Technical Administrator.
- Handling of any complaints received by the regional office and dealing with them till resolved and feedback to all stakeholders.
- Maintain and enhance reports implemented by management to monitor regional productivity and efficiencies.
- Daily feedback to stakeholders regarding outstanding actions that could have an impact on customer service.
- Ensure that the Region aligns with Tracker Head Office processes to increase efficiencies and turnaround times.
- Positively influence the processes and relationships within the region to achieve the business objectives.
- Support other business units and other departments within Tracker Connect.
- Apply knowledge, seek assistance, assign resources and judgment to resolve problems.
- Compliance with company policies.
- Smooth Customer Experience.
- First customer contact to be made with the QA within 2 hours of the SR allocated to the Site (as per SOP).
- Follow ups on client queries with regards to SR’s not being addressed.
- General Office admin and reception relief duties.
- Answering of telephones.
- Assisting with walk-in clients.
- Provide customer service to clients calling and/or emailing into the office.
- Ad hoc duties as requested by Supervisor/Manager.
- Stock Management:
- Ordering of stock for the branch.
- Issuing of stock to Tracker technicians.
- Stock takes and stock control.
Minimum Requirements:
- Matric with a minimum of 3 years Customer Service and Technical Administration experience.
- Qualification in Customer Service or/and Technical Administration will be advantageous.
- Experience in Tracking or GSM-related industry will be advantageous.
- Ability to deal with customers at operational and Executive level.
- Implementation of strategy experience.
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