1. Overview of the Role
• To render support in the mobile data arena for Vodacom in an efficient, effective and professional manner which constantly meets the specific performance standards
• Remain abreast of the latest developments in the Mobile Data arena.
• Assist in developing a central repository of knowledge pertaining to mobile data services for use by all of Vodacom i.e. Customer Care and support personnel.
• Assist in supporting Vodashop support structures around mobile data products.
• Capture all support provided on relevant systmes such as iStats, Service base and Webmaster.
• Maintain efficient, effective and professional service levels in a manner that constantly meets the required performance standards
• Ensure continuous follow-up on transaction being processed and measure the applicable turnaround times
• Create a welcoming environment by assisting Consultants on the frontline with irate customer and resolve escalated queries of a technical nature
• Excellent time management will be expected to ensure that the customer receives optimum service delivery in optimum time which remains productive to the trade outlet as well. Control of queuing times and first time right support. No repeats of same fault support for the same customer
• Equipped to respond to technically related queries in terms of supplying Customer’s with information.
• Interface to third parties for support on mobile data products offered by Vodacom.
• Expert knowledge of Company's products and other mobile solutions
• Communicates effectively of customer queries, both orally and in writing, with subordinates, colleagues, clients and customers at all levels of seniority.
• To provide support with specialized queries relating to various devices and technologies through all Customer contact channels i.e. telephonically, written, fax and Internet.
• To guide Customers to set-up various devices with the appropriate settings to enable the use of various devices and technologies whilst speaking to them.
• To resolve problems associated with escalated technical queries with the relevant stakeholders.
• To conduct extensive trouble-shooting associated with escalated technical queries around these interfaces, devices and technologies.

Competencies/Skills/Attitudes

• Ability to stay positive in working environment at all times
• Ability to adapt to change at any time
• Excellent communication skills
• Quick learner
• Accurate
• Honest
• Reliable
• Punctual
• Good listener
• Problem solver
• Excellent customer service skills
• Self-disciplined
• Comfortable working shifts, public holiday, weekends
• Exceptional Computer skills
• Good Admin skills
• Target Driven
• Able to work alone or part of team
• No Criminal Record
• No Judgments – Clear Credit History
• Ability to think out of the box

Education and Qualification Requirements

Minimum Requirement
o Matric
o A+
o N+
o The absence of the above may be substituted with 2 years experience in a relevant field.