Technical Support Analyst (TSA)

/in ,

Key Responsibilities:

  1. Technical Support:
    • Provide remote technical assistance to technicians by receiving, logging, resolving, and closing support tickets across various platforms and technologies.
    • Analyze and convert loop traces to facilitate troubleshooting and resolution.
  2. User Communication:
    • Manage user expectations and ensure effective communication throughout the support process, providing timely updates on ticket status.
  3. Support Management:
    • Oversee SDM updates, source relevant support systems (Q-base, CRM-DFA), and manage the posting of all tickets in designated WhatsApp groups.
    • Document and close all resolved tickets, actions, and solutions within the SDM system.
    • Create and maintain internal information tracing sheets to enhance support processes.
  4. Health & Safety:
    • Ensure compliance with health and safety regulations within the support team, promoting a safe working environment.
  5. HR Management:
    • Manage the HR aspects of the technical support team, including overseeing overtime, leave requests, and team performance.
    • Foster a positive team environment by addressing personnel issues and supporting team development.
  6. Process Improvement:
    • Follow and actively seek to improve existing TSA support processes to enhance efficiency and effectiveness.
  7. Collaboration:
    • Work collaboratively with external teams to improve service delivery and support for technicians.
  8. Customer Interaction:
    • Deliver outstanding customer service through various channels, including phone, email, and chat.
    • Escalate complex issues to relevant teams or senior technicians for resolution.
  9. Professional Standards:
    • Maintain high standards of professionalism and confidentiality in all interactions.
  10. Standby and Shift Management:
    • Manage TSA lists related to weekly standby night shifts and day shifts.
    • Gather and provide feedback related to all support groups.

Qualifications:

  • Matric or Equivalent

Job Requirements:

  • Strong technical background in FTTB / FTTH telecom systems and support platforms.
  • Excellent communication and interpersonal skills.
  • Ability to analyze and troubleshoot technical issues effectively.
  • Technical experience in FTTB/FITH
  • Proven experience in customer service and technical support environments.
  • Familiarity with relevant support systems (SDM, Q-base, CRM-DFA, PowerBi) is a plus.
  • Willingness to work night shifts and overtime as required to support the technical team and maintain service levels.
  • Computer Literate – Proficient with Microsoft Packages, Excel, PowerPoint
  • Must have previous work experience within a Fiber Network Environment
  • Required to work extended hours and on weekends and public holidays should the need arise due to operational requirements
  • Clear and Concise communication related to customer/internal meetings inclusive of email communication.

Behavioral Competencies:

  • Must be able to work effectively and indignantly in a pressurized environment
  • Able to work as part of a team to achieve work goals and targets
  • Self-directed, friendly and calm under pressure
  • Self-motivated and a strong sense of achievement to take ownership of the network is of utmost importance

Debtors Clerk

/in

Key Performance Objectives:

      • Daily invoicing of customer accounts
      • Capturing of debtor’s payments
      • Emailing of monthly statements of accounts to customers on time
      • Ensuring timely billing by all regional offices of routine income to be collected
      • Validation of invoices against supporting documentation to ensure validity of invoices by customers
      • Following up with customers to ensure timely payments and deadlines are met
      • Following up on overdue accounts
      • Investigate and resolve discrepancies
      • Preparation of monthly reconciliations
      • Manage Debtors age analysis including monthly reporting on outstanding debtors and expected payments due for cash flow forecasting
      • Maintain accurate customer data for all master data fields

Qualifications:

  • Matric
  • A tertiary qualification in Finance/Bookkeeping or equivalent in Accounting

Experience:

  • Must have minimum 1-3 years’ experience in accounts receivable function
  • Experience in Manufacturing or Telecommunications environment would be an advantage
  • Computer literacy – Microsoft office, Excel is essential

Behavioural Competencies:

  • Strong verbal and written communication skills
  • Able to build and maintain collaborative working relationships
  • Strong administration skills
  • Able to handle large volumes of work
  • Attention to detail and accuracy
  • Good organizational skills and ability to work under pressure
  • Problem solving skills and logical thinker