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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