Khuthadzo Ramashia Email & Phone Number

Midrand, Gauteng, South Africa

• GAAP Online Ordering (GOO) - monitor and investigate stores with low up time.• GOO second line support (direct communication with Yum Incident Manager and Account Managers).• Rollouts (as needed and scheduled by Account Managers and Helpdesk Management).• Check online ordering on store conversions/Go live.• Quality control within helpdesk.• Salesforce reporting for repeat cases and clients with multiple cases logged daily.• Monitor SLA dashboards and report to relevant departments and Account Managers on potentialissues.• Assist with Account Manager daily tasks as needed (daily tasks needs to be cleared by HelpdeskManagement).• Daily Hungry Lion and KFC data upload support.• Yum Bi checks investigate stores appearing on the report that is outstanding.• Backup check all regions (Account Managers will check the sheets and log cases to be moved to QSRAdmin to check backups).• Maintain the QSR Admin Department and propose improvements to Helpdesk Management.• Monitor case priorities to ensure correct priorities have been assigned.• Assign cases to call centre staff.• Monitor on hold cases within call center and report on invalid on-hold cases.• Liaise with the Macromatix Product Manager and QSR Skills Development Manager to review pollingand resolve.• Review the sales exception report sent out daily to escalate for resolution where multiple stores within agroup are concerned to Macromatix Product Manager, Account Managers and QSR Skills DevelopmentManager.

Midrand, Gauteng, South Africa

Deliver service to customers. • Interact with customers to provide and process information in response to inquiries, concerns, and requests about Hardware and Software. • Gather customer’s information and determine the issue by evaluating and analysing the root cause of the problem. • Diagnose and resolve technical hardware and software issues. • Research required information using available resources. • Follow standard processes and procedures. • Identify and escalate priority issues per Client specifications. • Redirect problems to appropriate personnel. • Accurately process and record call transactions using a computer and designated software. • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business. • Organise ideas and communicate oral messages appropriate to listeners and situations. • Follow up and make scheduled call backs to customers where necessary. • Stay up to date with software/hardware changes/enhancements.

Secure Infrastructure Technician, Information Technology

Bachelor Of Information Technology In Business Systems, Business Anaylsis