Key Deliverables / Primary Functions

• Act as first response and provide remote support to clients and answer incoming calls  
• Act is expert L2 support agent and ensure that we correctly diagnose the incident 
• Ability to provide operational product and service support to Service stations 
• Technical expert in the various products and services that we support Technical problem resolution 
• Understand the operational environment of a service station: 
• 24/7 operations 
• HSSEQ protocol, Stock control, site systems, Wet stock management 
• Interface with the regional field services units to ensure the correct allocation of incident to the correct technician 
• Tracking and closing of calls with correct operational and technical feedback 
• Identify the customers’ query and divert incoming calls where applicable 
• Understand the customer expectations and update the log with detail on the Helpdesk software 
• Escalate/record the customers’ query/complaint at 3rd party service provider and ensure all communication have been interfaced with 3rd Party Providers 
• Provide the customer with 3rd party reference number if applicable 
• Update all calls with relevant detail 
• Respond as per SLA in terms of first response and resolving calls 
• Ensure that all interactions with the client are professional and positive 
• Follow up on all outstanding queries and update logs on a regular basis as per severity 
• Taking ownership and responsibility of the call logging process 
• Ensure the client is assisted efficiently and effectively on a world class level of customer satisfaction. 
• Respond to calls as per CTR contract specifications (within 20 minutes of call being logged) 
• Investigates problems and suggests possible solutions. 
• Updated all calls with root cause detail 
• Give good input and detail diagnostics with every call. 
• Taking ownership and responsibility of a log 
• Ensures that all interactions with the client are professional and positive 
• Follows up on all outstanding queries and update logs on a regular basis as per severity 
• Ensure all calls have a meaningful detailed root cause. 
• Work overtime when necessary based on severity of calls. 
• Regular analysis of calls to establish trends and root causes. 
• Follow up and regularly update development calls with root cause and relevant details 
• Reports (Daily, Weekly, Monthly) internal and external. 
• Monitoring data flow between 3rd Party Software, HO, Store and POS 
• Monitoring of services and respond as per SLA. 
• Database maintenance, re-indexing, backups and integrity checks. 
• Assist with setting goals for team/department and work towards achieving goals 

Core Functional Skills & Knowledge

• Technical knowledge of the various products and services related to this portfolio
• WinBranch suite
• FSC suite:
• MiniPOS suite:
• NAMOS suite:
• System integration:

Minimum Qualifications

• NQF 4: Grade 12 National Diploma
• Additional Qualification preferred or advantage

Experience

• 2 years of experience in understanding or working in the Service Station operational environment 
• Microsoft Administration knowledge and experience 
• Experienced in understanding the various interlock of the various equipment at Service Stations: 
• Liquid Fuel dispensers 
• Forecourt Controllers 
• Site systems operations 
• 2 years of experience in working with Service Station cashiers, Site managers and site admin controllers in transactional reconciliations 
• At least x1 year exposure in working with Pump & dispenser contractors, ATG contractors and Site systems service providers