Scope:

To ensure that the daily, weekly, and monthly operations and reconciliations - financial, technical, and otherwise are according to expectations and to enhance the customers’ experience by providing value added services from a technical perspective.

 Key Performance Areas:

·        Support customers based on products and services contracted as per SLA.

·        Plan and meet SLA response times.

·        Customer Support Tickets managed and closed timeously

·        Conduct Customer Training to customer satisfaction.

·        Develop and execute Standard Operating procedures (SOP’s).

·        Monitor and maintain uptime of all systems and ensure data and customer outputs made available as per SLA and SOPs are executed as required.

·        Meet regularly with Customer Operational staff.

·        Ensure Financial viability of customer accounts.

·        Build long-term relationships with new and existing customers.

Requirements

Key responsibilities

·        Perform frequent audits of each account to ensure operations are financially feasible, sustainable and meet business strategic objectives on an on-going basis;

·        Manage account portfolio and meet financial objectives;

·        Overall collaboration with all stakeholders within the process to ensure the delivery of desired outcomes;

·        Engage in regular meetings with external customer and internal stakeholders on account performance;

·        Provide business, technical, and product knowledge in support of customer solutions;

·        Establish, implement and constantly update processes and procedures to support exceptional service delivery;

·        Manage customer operations on all relevant Ontec platforms;

·        Ensure all customer end to solutions and KPI’s and end to end solutions are configured and working correctly when in deployed in operations.

·        Provide support for meter reading and billing service;

·        Analyse and investigate any support issues including Software and in field investigations when required.

·        Ability to compile executive, operational and technical reports.

·        Engage with customers and prospects to understand their business needs and objectives

•   Engineering Degree/Diploma essential