JOB PURPOSE
To coordinate technical and business information between vendors and internal stakeholders to enable service delivery and implementation of products and services to customers.
RESPONSIBILITIES
- Loading stores for Onboarding and liaising with all parties to complete the installation.
- Loading of T5 details and sending out Welcome packs to Clients on completion of the installation.
- Assisting the team with Closing of legacy tickets on Jira.
- Complete verification of stores when they go live.
- Contact stores on Day 1, 7, 31 to complete courtesy calls and ensure that the merchant isn’t having any issues, log queries for issues picked up during the call.
- Follow up on Inactive terminal report.
- Follow up on No trade’s terminal report.
- Assist with Transpector Queries.
- Follow up on unsuccessful installs.
Administration
- Responsible to load new stores and capture amendments or changes on the STO.
- Log and attend to calls onto Jira for any queries raised and seek resolution.
- Calls to be logged for implementation activities.
- Ad hoc administrative duties as and when required.
Customer Engagement
- Coordinate implementation of TJ solutions across the customer base.
- Communicate customer requirements internally.
- Ensure effective and timeous customer engagement to manage expectations of implementation.
- Communicate any potential delays of implementation to customer.
- Ensure queries are addressed and resolved timeously by relevant department.
- Promote visibility of customer requirements internally through a pre-defined list of customers.
- Support delivery of SLA activities.
Onboarding and Co-Ordination
- Device Order ticket logging if applicable.
- Site survey ticket logged if applicable.
- Loading merchants on STO.
- Creating POS, switch, Back-office tickets.
- QA process.
- Providing config to Trade-link in a timeous manner.
Transpector Queries
- Create logins for merchants as required.
- Assist merchant with logging in, Transpector training, and Transpector-related queries.
Self-Management
- Set an example through personal quality and productivity standards and ways of working with others.
- Demonstrate consistent application of internal procedures. Plan and prioritise, demonstrating abilities to manage competing demands.
- Demonstrate abilities to anticipate and manage change. Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs.
- Uphold all company values with honesty and integrity.
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