Technical Specialist - Johannesburg at Old Mutual South Africa

Job Description

• The individual applies this knowledge in an operational environment through own efforts and usually also has production standards to achieve.
• The incumbent is individually accountable for achieving results through own efforts.

KEY RESULT AREAS

Technical Support: 

• The Technical Specialist should provide technical support to Service Operations agents. KRAs under this area include:
• Responding to technical queries and resolving technical issues related to Service Operations systems and applications.
• Escalating technical issues to relevant teams for resolution if needed.
• Keeping track of technical issues and solutions to maintain an up-to-date knowledge base.

System Development:

• Putting requirements together for the delivery/enablement of capabilities within Service Operations.
• Support Senior Technical Specialist with refinement of requirements.
• Test any development to ensure alignment to requirements.
• Assist Senior Technical Specialist with configuration of key Service Operations systems, including Salesforce and Amazon Connect.
• System Maintenance: The Technical Specialist should ensure that Service Operations systems are functioning properly. KRAs under this area include:
• Monitoring Service Operations systems and applications for any potential issues or faults.
• Conducting regular maintenance checks and updating software and hardware as needed.
• Assisting with the management of new releases of systems affecting Service Operations.

Process Improvement

• The Technical Specialist should continuously look for ways to improve Service Operations' technical processes. KRAs under this area include:
• Analyzing Service Operations' technical processes to identify areas that can be improved.
• Proposing and implementing process improvements to increase efficiency and productivity.
• Working with cross-functional teams (across Squads and Chapters) to integrate new technologies and processes into Service Operations.
• The above include optimization of the organization’s Chatbot, IVR and other key customer channels.

Training and Development

• The Technical Specialist should train and develop Service Operations agents on technical aspects. KRAs under this area include:
• Conducting training sessions for Service Operations agents to improve their technical knowledge and skills.
• Creating training materials, user guides, and manuals to support technical training.
• Providing ongoing technical support and guidance to agents to ensure they have the necessary knowledge and skills to perform their job effectively.

Quality Assurance

•  The Technical Specialist should ensure that Service Operations systems and applications meet the organization’s quality standards. KRAs under this area include:
• Conducting regular quality assurance checks on Service Operations systems and applications.
• Identifying and reporting any quality issues or deviations from standards.
• Developing and implementing corrective actions to address quality issues and ensure compliance with standards.

ROLE REQUIREMENTS

• Minimum 3 years in a similar role 
• Relevant qualification - advantageous