Technical Specialist

Job Advert Summary
The Technical Specialist role will be responsible for testing function as well as supporting the Technical Specialist with the managing of deviations of a technical nature that impact service delivery. This role works strictly on a shift work basis including nightshift work.
Minimum Requirements
Qualification:

Post Matric qualification or on this path (compulsory).

Knowledge & Experience:

Minimum 2 years' service and administration experience.
3+ years industry experience will be an advantage.
Coaching skills.
Ability to work in a self-directed, fast-paced environment.
PPS Mutual Product knowledge will be an advantage.

Computer Literacy:

Effective use of MS Office applications (Outlook, Visio, Word, Excel, PowerPoint, Projects).

Behavioural Competencies:

Knowledge of PPS Mutual products relating to claims administration.
Attending to claims communication, administration and follow-ups.
Excellent communication skills, verbal and written for claims administration.
Post production testing to be completed after each release and sign off provided based on the shift. This will only be required if the Claims Technical Specialist is on the late shift.
Continuously improve processes to deliver a better service and improve quality, including processes on manual interventions.
Ensure that the Fresh Service tickets and Technical Support mailbox are attended to, providing the relevant guidance to the Operations team.
Start the correct Manual Solution workflows, with the documentation attached. This process includes the Red Flags on Hidden Plans on InTouch.

Duties and Responsibilities

Participation in user acceptance testing (depending on shift).
Post Implementation Support.
Continuously improve quality of service delivery through identification of issues on Tier 1 systems that prohibit delivering the expected service.
Attend to Fresh Service and Technical Support mailbox within the agreed SLA.
Reduce manual intervention.
Attend to the Manual Solution workflows within agreed SLA.
Testing Solutions for specific members to activate it in production.
Assist with Business testing through the process.
Test production after the build has been released to production.


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