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Key Responsibilities will include (but not limited to):
- To escalate any faults in line with severity to the relevant departments, stability forums and ensure continuous follow-up until fault has been resolved.
- Ensure adherence in line with agreed Service Level management with the various support stakeholders
- To continuously review the Service Management process, deliverables and SLAs with stakeholders
- Own resolution of online incidents/bugs with relevant resolver groups including, but not limited to, IT Operations and IT Development.
- Driving reduction in Net Promotor Score detractors through effective incident management principles via established prioritisation methods e.g. Agile PM/Scrum
- Providing a first line support role for online SLT/CBU/VB/App and CEO escalations in the online space with an emphasis on continuing enablement of Self-Service and E-Commerce
- Using a variety of technical tools to enable First Call Resolution (FCR) in the online space Informix SQL, Postman, SoapUI, Elasticsearch, Oracle SQL
- Identify enhancement opportunities for pre-existing RPA, as well as new RPA opportunities.
- Maintain and update RPA self-service guides, and provide insightful reporting on RPA performance
Monitoring, Reporting and Analytics:
- Deliver the necessary reporting to support operational management on a monthly, weekly and ad hoc basis
- Ensure that all IT Business partners continuously monitor and resolve all monitoring alerts and exceptions within agreed SLAs
- Drive proactive Identification and remedy of User/Customer experience issues within the digital space using analytical tools – Adobe Omniture/ Qliksense Reports/ Service Request Management (SRM) reports
- Calculate financial and NPS (Net Promoter Score) declines due to technical issues
- Interpreting eCommerce dashboards and trends and providing valuable insights to improve the overall customer journeys and experiencing.
Driving Continuous Improvement across CBU and VB Digital Platforms
- Identify key process gaps on the CBU/VB Digital platforms as well as call centres and CEOs Office.
- Identify top service call drivers and draft suggested solutions
- Identify possible revenue streams through customer interactions
- Log necessary Service Improvement Concept /BRS (Business Requirement Specification) Documents with Product owners
- Engage with business and IT stakeholders to implement said improvements i.e. Stability Forum
- Driving Education and on boarding initiatives with customer contact centres
- Identify potential service improvement tools and methodologies that will assist resolution turnaround times
- Provide support for online sales (checking order status, verifying payment status, and investigating technical faults with integrated systems on the ecommerce platform)
Key Competencies and Abilities:
- Computer Application Skills
- Presentation Skills and meeting facilitation
- Mobile Technology Aptitude Skills
- Mobile Internet and Web Internet Skills
- Attention to detail and Quality Assurance
- Problem solving skills
- Proof-reading and QA skills
- Written and verbal communication and client facing skills
- Telephone skills and social etiquette
- Customer Service Skills
- Good logic and time management skills
- Project Management (advantageous)
- Reports creation and Analytics
The successful candidates will need to meet the following criteria:
Experience/ Knowledge and Education:
- Degree or Diploma in an IT related field or 2+ years experience in an IT related field
- Good understanding of Oracle SQL
- Knowledge of online sales and ecommerce
- Knowledge of payment providers
- Good understanding of Agile Methodologies and the Software Delivery Lifecycle (SDLC)
Exposure to the following would be an advantage:
- Experience with Digital-based and online information systems
- Knowledge of monitoring tools such as Elasticsearch would advantageous
- Basic understanding of http response codes (e.g. 404, 201, 500, etc)
- Knowledge of content management systems
- Knowledge of eCommerce platforms such as Magento
- Experience with Online journeys and Digital Products sold via eCommerce platforms
- Testing of journeys and working with Test Data
- Knowledge of HTML, JSON, XML Oracle and Web Design (advantageous)
- Good understanding of Service Design principles and User Experience