Ops Specialist: Product at BCX

Core Description

Provide quality high standard and efficient support and assistance to BCX clients on the Active Retail product suite. The individual filling this role needs to have 1-2 years active support experience in a retail environment. It is required that the person can understand and participate in the inception, planning and execution of new projects and services that are required in current and future enhancements and changes on the product.

Key Deliverables / Primary Functions

• Provide enhanced support to clients and support personnel
• Establish a strong working relationship with other team members
• Understands team goals
• Number of calls identified as problems, and process of resolving related incidents given through to helpdesk
• Number of incidents sheets given through to development
• Involvement of all projects for clients
• System Testing and Solutions
• Delivers quality, reliable, effective, affordable, and efficient solutions
• Meeting the defined timelines set at the start of each project
• Follow best practices in all areas of testing
• Ensure that the outcome meets the customer’s satisfaction and requirement
• Detailed and professional testing documentation
• List of training needs from customers and support personnel
• Attendance registers for training session
• Setup and creation of training courseware and sessions
• Maintains high levels of co-operation with other internal business units / departments to achieve user satisfaction and business growth

Functional Skills

• Change Control
• Good understanding of retail hardware and trends
• Good understanding of the technical aspects relating to Computer Hardware
• SQL support and setup
• Good understanding of the development cycle
• Technical competence in, Windows system support and troubleshooting
• Knowledge of the operating system/s

Behavioural Competencies

• Job Match Rating
• Delivering Results
• Meeting customer expectations
• Decision Making
• Handling Pressure
• Communication and Impact

Qualifications

NQF 6: 3 year Degree/ Diploma/ National Diploma

OR NQF 4: Grade 12

Experience

3 years  experience 
Or 
If highest qualification Grade 12 - 5 years experience in Retail 

• Knowledge of MSSQL 
• Ability to meet deadlines
• Ability to work co-operatively with other people (Team Member)
• Ability to work after hours
• Ability to work under pressure
• Ability to adapt flexibly to change
• Ability to analyse and resolve problems

Certifications / Professional Registration

None

Special Requirements/ Employment Condition

Valid Drivers license

Work Characteristics

WFA /Office Based