PURPOSE OF THE POSITION

General Supervision of the desk
Ensure that Agents are logged on to their phones and available to assist clients.
Monitor and manage the assignment of cases within the team.
Provide Technical support.
Ensure at problems or complaints are actioned without delay and that effective follow-up action takes place to avoid recurrence.
Manage and coordinate major... incidents.
Real time support and coaching of agents.
Monitor SLA

 Provide coaching to agents where technical and operational gaps are identified.

Ensure that agents have arrived on time for their shifts.
Ensure that agents adhere to shift break schedule and that there are no agents going for breaks in groups.
Ensure that we achieve 60 seconds SLA on daily basis.
Ensure that you are logged in your phone and available to take client escalations.
Monitor and manage the assignment of calls within the team and to other teams.
Ensure that problems or complaints are actioned without delay and that effective follow-up action takes place to avoid recurrence.
Provide technical support on escalated issues.
Manage and coordinate major incidents (Priority 1 and 2) for all clients.
General supervision of the support desk.
Effectively delegating shift tasks and ensure accomplishment after hours.
Address all irregularities within the team with management.
Real time support and coaching of agents in person and across electronic media.
Identify and advise management of procedures that may require updating or reviewing within the team/business.
Implement and maintain procedures which contribute to increased efficiency in terms of customer support, i.e. functionality, reporting, automated tasks, etc.
To employ sound decision making when dealing with customer support issues i.r.o. escalation (Oracle and Third Party); resolve customer issues in the most efficient manner, in the shortest possible time.
Check that incoming emails are logged within acceptable time frames and responded to the clients with a case number (email must not be a copy & paste from CRM with odd highlighting or fonts)
Check that cases being logged have the correct priority, logged in the appropriate categories, assigned to the correct person/team/skill set & that grammar is correct.
Check there are no queues where people have gone off shift.
Check pending cases daily & frequently check for suspended cases.
Check the Lorge queue.
Any other tasks deemed appropriate.
Identify repeat issues & assign to the appropriate team for long term solution.
Monitor more than 5 days old cases.
Ensure the Dashboards & Cisco admin are active.
Manage your teams QA function.
Manage teams’ performance based on the support desk plan.
Provide handover reports daily after every shift.

Minimum requirements
Minimum Qualification and Experience Requirements

Matric / Grade 12 / Equivalent
Micros experience essential.
IT related knowledge (advantageous)
Minimum 5 years’ experience within Micros Support
Minimum 3 years management experience within restaurant industry 
Good understanding of Microsoft products (Windows, Office)
Driver’s license
Own vehicle more

Job description
Client Relationship Management:

Act as the primary point of contact for clients, building and maintaining strong relationships.
Proactively conduct regular meetings with clients to review operational concerns, address issues, product releases and enhancements, as well as any commercial related items.  
View client meetings not only as a platform for issue resolution but also... as an opportunity to strengthen relationships and reinforce our commitment to their success.
Offer personalized solutions and recommendations based on a deep understanding of the client's unique business requirements and industry landscape.
Maintain detailed records of discussions, decisions, and action items from client meetings to ensure clarity and accountability.
Provide timely follow-up on action items and commitments made during meetings, demonstrating reliability and professionalism.

Customer Consulting:

Implement and manage a customer consulting strategy to drive product adoption, customer retention and revenue growth within the Mobile Network Operators (MNOs) top customers.
Lead and manage a team of success consultants, setting clear expectations and empowering them to deliver exceptional value to our top tier MNO end clients.
Define key performance indicators (KPIs) to measure the effectiveness of success consultants, emphasizing the value and frequency of client engagements.
Actively engage with our consultants, our top-tier MNO end customers to cultivate strong, strategic partnerships. This involves understanding their business objectives, challenges, and industry trends, ensuring that our services align with their evolving needs.

Support Desk and Service Level Agreement (SLA) Management:

Lead and manage the Customer Success Support Consultants, setting clear expectations and empowering them to deliver exceptional value to our customers.
Monitor SLAs to ensure compliance with agreed-upon service standards.
Analyse SLA performance data and take corrective actions as needed to meet or exceed targets.
Formulate and communicate SLA status and performance reports to internal and external stakeholders.
Ensure the timely and effective delivery of services by success consultants within the identified premium and platinum customer base in order to meet client requirements and SLAs.
Evaluate and implement onboarding and support efficiencies.
Develop innovative customer experience methodologies driving improved customer engagements.
Execute on the partner and customer retention strategy, ensuring elements such as product adoption, billing discrepancies and usage addressed and resolved.
Ensure consistent customer engagements.
Drive ongoing training initiatives, serving as the custodian of knowledge development within Adapt IT as well as the MNO and their customers.
Coordinate and collaborate with internal and the customers’ teams to resolve service-related issues and customer escalations.

Continuous Improvement:

Identify opportunities for service improvement and efficiency gains.
Implement best practices and processes to enhance service delivery.
Work with teams to address root causes of issues and implement preventative measures.
Collaborate with internal teams to develop actionable plans for continuous improvement based on the insights gathered from client meetings and performance evaluations.

Team Collaboration:

Collaborate with internal and customer teams, including support, operations, and technical teams, to ensure seamless service delivery.
Provide guidance and support to internal and external teams to resolve complex issues and improve service quality.

Risk Management:

Identify and manage risks associated with service delivery.
Develop and implement risk mitigation strategies to ensure uninterrupted service.

Product Roadmap & Planning:

Influence and communicate on the product vision and strategy in alignment with company goals.
Conduct market research and competitor analysis to identify opportunities and threats.
Collaborate with stakeholders to define and prioritize features, functionalities, enhancements, and releases based on customer needs and market trends as well as revenue opportunities.
Proactively communicate with customers on enhancements, new features, or process improvements that contribute positively to the overall service experience.

Cross-Functional Collaboration:

Work closely with development, support, marketing, and other cross-functional teams internally and externally to ensure successful product development and delivery.
Communicate effectively with team members and stakeholders, fostering a collaborative and innovative working environment.
Where required provide valuable insights and support during presales engagements, ensuring alignment with customer expectations and optimizing the chances of successful sale and/or upsell.

Product Improvement:

Utilising existing internal platforms, define and document new product requirements & enhancements, specifications, and acceptance criteria.
Utilising existing internal platforms, define and document product bug and system issues.
Conduct user acceptance testing (UAT) and gather feedback for continuous improvement.
Manage the process and support team in product regression testing for pre-production and post-production software releases.
Stay abreast of industry trends, competitor activities, and emerging technologies.

Minimum requirements
Education and Qualification

Minimum Grade 12
Relevant Bachelor degree is an advantage

Relevant Experience

At least 5 years of experience within the telecoms / mobility sector.
Minimum 5 years’ experience in customer software support and/or service account management.
Sufficient understanding of telco mobility to fulfil the role of advisor to customers, senior Business Analysts, Developers, Support Staff and Consultants in respect of the Software.
Preparing and building compelling business cases
Active engagement and contribution to pre-sales initiatives, activities and RFP responses.
Managing customer and partner expectations regarding product roadmaps which revolves around clear communication, alignment, planning and risk mitigation.
Very strong verbal and written communication skills
Excellent people and management skills to interact with customers,  staff, colleagues and cross-­functional teams, as well as third parties. more

Job description
Account Management

Track activity and maintain clear records in CRM and report regularly on KPIs (in addition to maintaining accurate records of calls, meetings, transaction materials, etc.);
Monitor and audit quality of Notes and Accounts in the funnel; identify incorrectly protected and low-quality accounts for weekly discussion and decision-making;
Monitor notes for items... requiring follow-ups and further engagements and escalate as required; audit existing documentation ensuring the availability of required materials such as Audited Financial Statements, marketing brochures, price lists, etc;
Review no interest and inactive accounts on a bi-weekly basis; identify accounts that may be of opportunity to revisit through further discussion;
Provide weekly feedback to the Corporate Development team (Executive, Senior Manager, Manager, Analyst) on the outstanding accounts requiring immediate further attention;
Follow up and escalate outstanding Accounts to Senior Manager, Executive;
Support Executive on account management within the team including but not limited to: assigning accounts to various leads on the team, researching financials and publicly available information related to listed companies for further discussions;
Performing any other reasonable duties as required.

Tradeshow Research

Conduct tradeshow, conference and industry events research and update the Executive on a weekly basis, the schedule and planning around event planning and attendance.

Research & Analysis

Perform industry, and trend research, market analysis and market sizing to execute our M&A strategy;
Demonstrate business acumen in the research, analysis, qualification, and assessment acquisition targets. Work with the Corporate Development Executive to identify high probability prospects looking to further explore the M&A process;
Reviewing research list for potential leads, vetting and thoroughly researching each account to identify key metrics (such as revenue, employee number, and other metrics).

Minimum requirements
Qualification and Experience Requirements

Bachelor’s degree in accounting or related (essential).
Prior working experience an advantage more

Job description

 
Educational Qualification: 
Graduates with qualifications in:

IT
Stock Control
BCom Finance or Economics
Quality Assurance
Project Management
Administration
Sales/Marketing  

Minimum requirements

Possession of a formally recognized South African tertiary qualification is mandatory.