As main interface to DataTill’s 80 ISP contracted clients, ranging from 200 to 50 000 end users, have overall responsibility to drive end-to-end DataTill software business operational, system interface, software version or fault resolution development, and update issues.Software bug ticket creation and communication with development/managementTesting of bug fixes prior to deployment to live environmentsUpdating live environments and tracking of impactTesting and development escalations for newly developed version 3 softwareBasic server support via Ubuntu 14 and 18. Fault finding, service restarts and performance monitoringManage customer relationships, including:Demonstrations of current software version V2 as well as newly developed V3 version requirementsProvide training on software setup for all new installations or upgrades for new and existing clients.Drive the system development process, for both fault resolution and specific client requirements, including interface and billing issues.Main interface for 1st Line Telephonic support on all Operational and Technical queries or software technical issues. Drive the booking of software installation and migrations process, including all communications to final deployment, both internally and externallyManagement and client report generation – ticket / bug progress and implementationResponsible for all bulk customer messaging / notifications regarding release updatesResponsible for DataTill Admin customer creation, recurring billing entries added for monthly billingCompletion of live environment month end bill runsResponsible for customer website suspensions in event of non-payment as well as communicationResponsible for all new sales related communication (telephonic and email)

Acting as Technical Call Centre Manager as well as Key Accounts Manager for:Management of key service account: Digital Planet (notebook and tablet supplier) – processed basedManagement of key service account: Optoma (projector supplier) – processed basedManagement of key service account: T-Care Warranty (notebook, tablet and desktop supplier) – processed basedManagement of key service account: Pinnacle Warranty (notebook, tablet and desktop supplier) – processed basedManagement of key service account: InFocus (projector supplier) – processed basedManagement of 6 seat Call Centre – technical basedDaily call volumes range from 80 to 120 spread across per brand/accountCoaching and training of all call centre staff – technical, telephone scripts or protocol, communication protocols based on client requirementsBasic technical telephone 1st Line support and call logging (client liaison)Drive and manage the overall repairs process – Effective management of 600-800 repair calls logged and completed monthlyBasic repairs of tablets and notebooks (Asus, Lenovo, HP, Dell, Huawei, Samsung)Call Centre statistics and performance reports – Daily/Weekly to management and clientDaily logistical reporting on devices collected/deliverIn and Out of SLA reporting to higher management as well as clientAdhering to strict SLA as set out be individual supplierManagement of a Third Party Vendor repairsOverseeing effective support and management of supplied communication programsAgent performance reviews done in accordance to company requirementsManagement of all escalations until resolvedReplacement stock management (DOA/OBF) from credit application, stock order and device delivery processesManagement of Insurance claims relating the Accidental Damage ClaimsReporting weekly/monthly on active/completed Accidental Damage ClaimsWeekly/Monthly stock takeDaily/Weekly/Monthly higher management reporting (SLA/Escalation/Process Flow)

Set up Stock Room as well as stock/shelf allocationsStock entry on daily basis. New stock details/cost and allocation creationWeekly stock take and management reportingOutbound calls to secure new service provider dealsCommunication with service provider regarding deal specification and deal creationManagement sales reportService provider voucher redemptionCustomer Support on Live ChatCustomer support via email (job ticket) as well as telephonic supportFaulty stock exchanges arranged as well as process managementRepaired/Returned stock from suppliers managementPacking/wrapping and shipping of products when requiredShipping Management reportsPostal Shipping management and reportingSLA maintenance & adherence

First line support on inbound individual and corporate queriesCorporate Retention Program IntegrationClient and management liaisonRepair bookings and follow upSLA maintenance & adherenceMonth End bill-run supportInternet platform SupportCancellation of individual & corporate accountsAccount database creation & editingCRM building & maintenance – corporate & individualCUSTOMER SERVICES AGENT (initial role)First line support on inbound individual and corporate quarriesAccount & admin supportRepair & Re-installation procedural integrationContract assistance New contract installation planning & completion

Daily customer support provided via incoming email, live chat / internet chat session or telephone Problem solving regarding website details provided Client account financial/credit recon Basic problem solving regarding times/items/costs and explanation of procedures Account registration & cancellation Refund completion upon account cancellation Shipping of all items Stock system and admin process as well as sheets updated and checked Permanent employment terminated due to department expansion downsized

DSTV and satellite dish installationsSurround Sound and high definition installationsProjector installations for home or corporate useBasic fault finding on above installations

Daily client liaison regarding personal and vehicle changes Basic Admin duties including filing, data capturing and monthly reports Client Retention Scheduling removal and re-installation of tracking devices to client requirements Assisting with queries and problems regarding current and previous contract cancellations Assisting with cancellations on bulk or company related queries Ensuring that monthly deadlines are met regarding cancellations Ensuring that monthly deadlines are met regarding client credit/refunds where applicable Processing credits & refunds for individuals and companies where applicable Creating and maintaining stats regarding cancellations and other processes Liaising with irate/difficult clients regarding cancellation problems experienced Financial feedback regarding outstanding and current accounts to clients & management Billing for services rendered as well as daily/monthly billing Basic problem solving with earlier cancellations Ensuring branches meet monthly deadlines and procedures Bulk cancellations of corporate clients Received extensive training to provide help as Call Centre Consultant Able to assist with Change of Ownership, Upgrades and other services available Issue orders to branches for daily repairs & removals Recon on weekly and monthly basis of orders issued

Daily management of senior controller and team members Provide procedural and basic training to all team members Security protocol training Unit testing and installation training Providing training to other members regarding backup systems Call training Provided assistance with ISO 9001 training Ensuring that all SLA’s are met and improved where possible Analyse areas where SLA’s are not met and implement system and procedural improvements Monitoring timekeeping of staff members Responsible for stolen, hi-jacked and requested vehicle recoveries Liaison with SAPS and client regarding stolen, hi-jacked and requested recoveries Position plotting and geographical placement of vehicles Liaising with ground and air recovery crews. Calculating back-up positions via back-up positioning systems Completing documentation regarding recovery, recovery procedure and client follow-ups Client account checks regarding recovery and other functionality Basic problem solving regarding positioning and other functions Daily liaison with IT department regarding possible problems and improvements 1st Line IT support for all servers and computer equipment Responsible for movement reports and positioning requests and projects – Daily and weekly Message monitoring of possible faulty units on an hourly basis – reporting Daily performance evaluation on team members Daily evaluation of alarm and call statistics for team Quarterly Performance Evaluation and all team members as part of bonus and salary increase Weekly meetings with management regarding possible improvements and problems Assisting Customer in basic problem solving

Basic financial recon on daily and monthly basis Quality assurance on call and spares used in repair process Monthly billing and debtors control on daily and monthly basis Compaq/HP in-warranty monitor replacement and repair process control Control of replacement and repaired warranty monitors In constant correspondence with Logistics department In and out warranty logging of financial status Basic administration of all financial and relevant documents Responsible for control documentation for in-warranty repaired goods for Apple/Compaq/HP/Evolution and Dicoll etc. Out of warranty invoicing of all multi vendor goods repairs. Basic oversight of business development and implementation strategies (zero invoices) Management reporting on monthly basis to financial Director Ensuring that proper procedures are adhered during the repairs process (PJ’s) Ensuring of filing and placing of invoices on corresponding repaired goods Courier control on shipment to and from branches (DBN, CPT, BFN, P.E, ) Administration and financial control over shipped units Extensive customer liaison on complaints, repairs status and invoicing and billing issues. Basic first line support on related products.

COMPAQ/HP IPAQ AND PROJECTOR CONSULTANT Customer receiving clerk for faulty Ipaqs and Projectors Call administration for faulty and replacement equipment Correspondence with service suppliers Sending faulty equipment for repairs to service suppliers Controlling logistics phases of equipment repairs RMA administration – request, submit and tracking International shipping of goods and logistics control (tracking) Job tracking Repairs Job tracking on daily basis Daily updates and correspondence with customers Daily management reporting Invoicing and despatching of completed jobs Basic Call Centre correspondence and support COMPAQ FRONT COUNTER SUPPORT Receiving units for repairs - customers and logistic companies System entry Warranty Entitlement checks Ensure submission of detailed fault description Customer liaison Job tracking Job Allocation for Repairs Administer collections and deliveries of units (logistics – local, national and international) Basic administrative functions Daily management reporting STORES CONTROLER Stock control Basic administrative functions Handling of logistics locally, nationally, and internationally Job tracking Allocating units to correct shelves and boxing areas Daily liaison with customers and courier companies Submit details for Invoicing

Receiving units for repairs – Multi VendorsSystem entryWarranty Entitlement checksEnsure submission of detailed fault descriptionCustomer liaisonJob trackingAllocating units to correct repair facilityAdminister collections and deliveries of units (logistics – local, national and international)