You Bring:

• 1 or more years of experience in software implementation, technical consultancy, or similar roles.
• Advanced experience in MS Excel/Word/PowerPoint.
• Diploma/Degree in computer science, IT or a related field (advantageous).

What You’ll Do:

• Understand and troubleshoot company products, services and systems.
• Work with end users to install and customize products to meet business needs.
• Inform end users of product functionalities and solution options.
• Collect and analyze data and make informed recommendations.
• Compile SOP documentation for specific processes and workflows executed within the software.
• Monitor technical performance against agreed service standards across CRMs and other technical platforms.
• Coordinate with vendors to diagnose and repair call center issues.
• Work as a team to apply technology to meet evolving business needs.
• Create and update dialing campaigns, queue maintenance, system updates, enhancements and reports.
• IVR and DNC maintenance.
• Any other ad hoc TIS duties that might be required.

Competencies:

• Ability to build and maintain customer relationships.
• Ability to efficiently diagnose and remedy technical issues.
• Proficiency in technical product and system installation.
• SLA adherence – Ensure the daily SLA outcome is achieved.
• Administration – Execute a variety of functions within a business administrative environment. Collect information and ensure its accuracy.
• Reporting – Collate and report on information. Account for and verify reporting figures/statistics.
• Review/analyses reporting statistics and figures to identify trends and make relevant recommendations.