Product Administrator: FTTH

Vox Telecommunications Pty Ltd; Johannesburg; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Vox Telecommunications Pty Ltd in Johannesburg is seeking a Product Administrator: FTTH to provide administrative, reporting and coordination support to the Hypa Fibre Product team. The role focuses on execution, data accuracy and timely action across Product, Sales, Retentions, Debtors, Systems, Marketing and FNOs.

The role ensures records, collateral and FNO data are maintained, while product strategy and pricing decisions remain with the Product Manager.

Qualifications

• 2+ years' experience in administrative, product, telecommunications or operations support.
• Experience within fibre/telecommunications environment is preferred.
• Experience with CRM, OSS/BSS or order management systems.

Responsibilities

• Provide day-to-day administrative support to the Hypa Product team.
• Maintain product information, documentation and trackers.
• Coordinate collateral updates and approvals across Product and Marketing.
• Assist with FNO and portal administration and data management.
• Support product testing, UAT and data reporting processes.

Skills

Attention to detail

Data validation

MS Excel

CRM familiarity

OSS/BSS basics

Order management systems

FTTH knowledge

Education

Grade 12 / Matric

Certificate/Diploma in Business Admin or IT (advantageous)

Tools

CRM software

OSS/BSS

Order management

Excel

Job description

Purpose of the Job

The Product Administrator: FTTH provides administrative, operational and coordination support to the Hypa Fibre Product team. The role is responsible for ensuring that product-related administration, reporting, documentation, system updates, FNO administration, process maintenance and stakeholder requests are completed accurately and within agreed timelines. The role acts as a coordination point between Product, Sales, Retentions, Debtors, Systems, Marketing, Operations and Fibre Network Operators (FNOs), with a primary focus on execution, administration, data accuracy and follow-through, while product strategy, commercial decisions, pricing approvals and material escalations remain with the Product Manager.

Key Responsibilities

Product Administration

• Provide day-to-day administrative support to the Hypa Product team.
• Maintain product information, product documentation and supporting schedules.
• Maintain product-related spreadsheets, trackers and shared folders.
• Assist with approved product changes and updates.
• Ensure product information is accurately captured and maintained.
• Maintain records of product changes, launches and amendments.
• Follow up with internal teams on outstanding product-related actions.
• Track agreed actions through to completion.

Product Collateral Administration

• Coordinate the creation, updating and maintenance of product-related collateral with Product and Marketing.
• Ensure collateral reflects the latest approved product features, pricing, terms, benefits, eligibility criteria and processes.
• Coordinate submission of new or amended collateral for review and sign-off.
• Track required Product, Marketing, Legal, Compliance and stakeholder approvals.
• Maintain a central repository of approved product collateral.
• Maintain version control and remove or clearly mark obsolete collateral.
• Coordinate collateral updates following product launches, product changes, FNO price changes, promotional changes or process amendments.
• Track outstanding collateral actions, approvals and publication dates.
• Maintain an audit trail of approvals and final approved versions.
• Support the Product Manager with collateral preparation for product launches and changes.

FNO Administration and Coordination

• Maintain FNO product information and documentation for Vuma, Openserve and Frogfoot.
• Assist with FNO product updates and changes.
• Maintain FNO rate cards and supporting documentation.
• Assist with FNO-related administration and queries.
• Maintain FNO contact lists and operational information.
• Assist with FNO portal administration.
• Escalate commercial or pricing matters to the Product Manager.

FNO Portal Administration

• Request FNO portal access for new staff.
• Maintain a record of FNO portal users.
• Process access requests as instructed.
• Assist with amendments to user permissions.
• Assist with removal of access when employees leave or change roles.
• Maintain documentation of access requests.

Product and System Administration

• Prepare and submit product information for system configuration.
• Maintain product setup information.
• Assist with system testing and User Acceptance Testing (UAT).
• Record testing results and defects.
• Log and track system issues.
• Follow up with Systems and Soliditech on outstanding issues.
• Maintain a tracker of development and system-related actions.
• Assist with information required by Systems and Development teams.
• Track development ETAs and outstanding actions.
• Record actions from Sprint Planning sessions.
• Distribute action items to relevant stakeholders.
• Escalate overdue or blocked items to the Product Manager.

Product Testing and UAT Support

• Assist with testing new and amended fibre products.
• Execute test cases provided by the Product Manager or Systems team.
• Capture and maintain test results.
• Identify and document defects.
• Provide screenshots and supporting information where required.
• Retest fixes once completed.
• Confirm completion of allocated test scenarios.
• Escalate failed tests or material issues to the Product Manager.

FNO Files, KML and Data Administration

• Receive and distribute FNO files to relevant internal teams.
• Maintain FNO data folders.
• Assist with KML file administration.
• Ensure new KML files received from FNOs are submitted to Systems for upload.
• Maintain a record of KML files received and submitted.
• Validate that required information has been received before submission.
• Follow up on missing information.
• Maintain accurate records of completed imports.

LVR / Vuma Reach Administration

• Receive and coordinate AEX files.
• Assist with identifying orders that have not been imported into Solid.
• Maintain the LVR import tracker.
• Coordinate with the Admin team where customer ID, GPS latitude or GPS longitude information is required.
• Assist with updating the Vuma Reach Portal Customer Import module.
• Assist with ensuring orders are imported into Solid.
• Track outstanding orders.
• Follow up on incomplete information.
• Escalate unresolved issues to the Product Manager.

Reporting and Data Administration

• Maintain product reporting spreadsheets and trackers.
• Assist with daily BI reporting processes.
• Ensure required FNO files are available for reporting.
• Assist with uploading daily files where required.
• Monitor report completion.
• Identify obvious data discrepancies and elevate them.
• Assist with compiling Gross Sales and Net Sales information.
• Assist with tracking terminations and suspensions.
• Assist with monitoring LVR numbers.
• Assist with product-level customer data.
• Maintain reporting records and supporting documentation.

Revenue Assurance and Reconciliation Support

• Assist with monthly FNO reconciliation and Revenue Assurance activities.
• Assist with queries escalated by the Revenue Assurance team.
• Escalate unresolved issues to the Product Manager.
• Assist with tracking corrective actions.

Refunds and Credit Note Administration

• Provide administrative support for fibre refund and credit-note processes.
• Assist Debtors with supporting information.
• Prepare information for authorised Product approval where required.
• Escalate exceptions to the Product Manager.

Customer Escalation Administration

• Receive and record escalated product queries.
• Ensure requests are submitted in writing where required.
• Gather customer and order information.
• Review available system information.
• Obtain information from relevant internal teams.
• Maintain an escalation tracker.
• Follow up on outstanding actions.
• Communicate status updates to relevant stakeholders.
• Escalate complex or unresolved matters to the Product Manager.
• Maintain appropriate records for audit purposes.

Product Training Administration

• Schedule product training sessions.
• Maintain training calendars.
• Send invitations and meeting details.
• Maintain attendance registers.
• Prepare training material and documentation.
• Ensure the latest approved product information is used.
• Maintain training records.
• Assist with onboarding administration.
• Distribute approved product information to attendees.
• Follow up on training-related actions.

Process Administration

• Maintain the register of Hypa Product processes.
• Maintain current versions of process documentation.
• Schedule process mapping sessions.
• Coordinate attendance from relevant stakeholders.
• Capture required process information.
• Maintain action logs.
• Follow up on outstanding process actions.
• Ensure completed process documentation is stored correctly.
• Assist with updating processes following approved changes.
• Maintain records of process owners and approval status.
• Ensure superseded versions are appropriately archived.

Competitor Analysis Administration

• Collect competitor fibre pricing information.
• Update the approved competitor analysis spreadsheet.
• Ensure information is captured consistently.
• Maintain historical competitor pricing.
• Save updated reports in the appropriate shared folder.
• Highlight material pricing changes to the Product Manager.
• Assist with gathering supporting information where required.

Price Change Administration

• Maintain the price-change tracker.
• Capture approved new pricing.
• Update relevant product administration documentation.
• Assist with product code updates.
• Provide approved information to Systems and Soliditech.
• Assist with checking that approved changes have been implemented.
• Maintain before-and-after pricing schedules.
• Assist with Marketing and Online communication coordination.
• Maintain supporting records for audit purposes.

Sales and Operational Support

• Provide administrative support to Sales and Sales Management on product-related queries.
• Assist with product information requests.
• Maintain approved product information and FAQs.
• Assist with resolving straightforward operational queries.
• Escalate product, pricing or policy decisions to the Product Manager.
• Support Sales with approved product documentation.
• Assist with onboarding and product information for new employees.

Qualifications

• Grade 12 / Matric
• Certificate, Diploma or qualification in Business Administration, Commerce, Information Technology, Telecommunications or a related field is advantageous.

Experience

• 2+ years' experience in an administrative, product, telecommunications, ISP or operational support environment.
• Experience within a fibre or telecommunications environment.
• Product administration experience.
• Experience working with CRM, OSS/BSS or order management systems.
• Experience with process documentation
• Experience with Excel and reporting.

Skills and Competencies

• Strong attention to detail.
• Tracker management.
• Data capturing and validation.
• Record keeping.
• Document management.
• Meeting administration.
• Microsoft Office proficiency.
• Strong Microsoft Excel skills.
• Basic understanding of OSS/BSS systems.
• Basic understanding of order management systems.
• Ability to learn internal systems quickly.
• Basic understanding of FTTH.
• Basic understanding of FNO and ISP operating models.
• Understanding of fibre orders, activations and cancellations is advantageous.
• Excel reporting.
• Basic data analysis.
• Maintaining reporting schedules.Highly organised.
• Detail-oriented.
• Reliable.
• Structured.
• Proactive.
• Strong follow-up skills.
• Able to manage multiple priorities.
• Strong written and verbal communication.
• Customer-focused.
• Team-oriented.
• Able to escal at issues appropriately.
• Comfortable working across multiple departments.
• Able to work independently once processes are understood.
• Comfortable working with repetitive processes while maintaining accuracy.

Key Performance Indicators (KPIs)

• Accuracy of product administration.
• Accuracy of product and FNO information.
• Timely completion of administrative tasks.
• Data accuracy.
• Maintenance of trackers and documentation.
• Turnaround time on assigned requests.
• Outstanding actions followed up within agreed timelines.
• FNO administration completed accurately.
• FNO portal access completed within agreed timelines.
• KML and FNO file submissions completed on time.
• UAT tasks completed within agreed timelines.
• Development actions tracked and followed up.
• Defects correctly documented.
• Testing accuracy.
• Process documentation maintained.
• Process trackers kept current.
• Actions from process mapping sessions followed up.
• Approved process changes implemented administratively.
• Internal stakeholder queries responded to within agreed timelines.
• Accurate information provided to Sales and Operations.
• Effective follow-up of outstanding requests.
• Professional stakeholder communication.