Specialist : Channel Support

Cell C; Gauteng; On-site; ZAR 400 000 - 500 000; Full time

Job summary

A leading telecommunications company in South Africa is seeking a Talent Acquisition Associate who will provide technical support and training for users on contracted applications. This role entails ensuring system availability, implementing maintenance procedures, and compiling reports. Candidates should possess strong problem-solving skills and experience in software training and user support, making it an ideal opportunity for individuals passionate about technology in the telecom sector.

Qualifications

• Experience in delivering technical support and training.
• Ability to communicate effectively with users.
• Skilled in monitoring system performance and implementing strategies.

Responsibilities

• Provide technical support for new franchises and showrooms.
• Ensure 95% availability of contracted applications.
• Train users on contracted applications and system enhancements.

Skills

Technical support expertise

Software training experience

Problem-solving skills

Customer service skills

Job description

Talent Acquisition Associate Cell C / Psychometrist (Independent Practice)

At Cell C, we are not just a telecommunications company; we are a people-centric and consumer-focused organization committed to delivering exceptional experiences to our customers.

In line with our dedication to customer-centricity, we are seeking a seasoned professional to join our dynamic team as a Specialist Channel Support to join our dynamic team of #Unstoppables.

Purpose of the Job :

To provide Franchise and Channels with technical, software support and training on contracted applications.

Key Performance Objectives

Configuration Management

Perform administration and rollout procedures for new franchises and showrooms

Ensure proper execution of contracted application software updates and upgrades

Implement and control procedures and tests for the acceptance of contracted application software updates and upgrades

Execute or assist with Testing of new software updates and upgrades

Assist with the installation and connection of new equipment according to Operational standards

Implement new software upgrades on contracted applications according to Operational standards

Ensure data integrity of all contracted application databases and software configurations

Review planned work for accuracy and completeness before implementation

Correct review of documents for planning and implementation

Ensure implementation of new Franchise Store

Preventive Maintenance

Ensure 95% availability of contracted applications in the Channel

Implement and maintain strategies and procedures for software maintenance and support

Ensure the use of the System Support Plans and procedures are followed

Execute regular system and database audits

Organise and execute maintenance activities in cooperation with other internal departments

Monitoring and change backups according to the backup schedules

Execute daily maintenance according to set procedures

Ensure optimisation of the services for Maximum availability

Archive old system data

Implement and maintain strategies and procedures for disaster recovery

Corrective Maintenance and Fault Management

Provide technical and application support to all users either telephonically or on site

React to and resolve customer faults within stipulated timeframes

Escalate unresolved and overdue customer faults to higher level support or the supplier within stipulated timeframes and according to escalation procedures

Follow up and manage fault resolution of escalated faults to suppliers according to SLA timelines

Liaise with Franchise Stores regarding performance of the equipment and applications

System Enhancement and Integration

Promote system development to ensure system effectiveness

Ensure that system enhancements meet business requirements

Ensure that any system changes are registered with Change Management

Communicate any system changes to relevant business users and any affected application owners within Service Delivery

Ensure that system enhancements are fully tested before implementation

Ensure that new Release Updates for contracted applications are installed in the Channel

User Support & Training

Provide training on contracted applications to channel for all new and existing channel users

Ensure that the channel is notified of system enhancements

Determine training needs of all users

Conduct follow-up calls to users regarding training received, training required, customer satisfaction and equipment performance

Build and manage relationships with users on continuous basis

Reporting, data and documentation

Compile weekly, monthly and quarterly reports according to defined templates

Compile data and reports for other departments accurately

Ensure consistency, accuracy and integrity of all related data and documentation

Ensure the integrity of fault reports for the purpose of SLA reconciliation

Vendor Control and engagements

Manage vendor performance as defined in SLA

Manages and ensures accuracy and quality of all vendor reporting

Verifies all vendor documentation including Operations manuals and schedules pertaining to BSS systems

Manages and co-ordinates all vendor activities pertaining to BSS

Perform any other related duties as requested by Management.

Cell C is an equal opportunities employer, committed to fostering a diverse and inclusive workplace where all employees are treated fairly and with respect, regardless of race, gender, age, disability, or any other protected characteristic.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function & Industry

Information Technology, Telecommunications

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