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