Jobs Career Advice Signup
X

Send this job to a friend

X

Did you notice an error or suspect this job is scam? Tell us.

  • Posted: Dec 30, 2020
    Deadline: Not specified
    • @gmail.com
    • @yahoo.com
    • @outlook.com
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Were for the disruptors. The movers and shakers. The change makers. The ones who understand that bravery doesnt mean recklessness. And that safe and affordable can ignite growth.We help ambitious organisations adopt Microsoft cloud. Our clients know that the right technology can free them to grow. But they also know caution thats why they work with an ex...
    Read more about this company

     

    Customer Service Provisioning Administrator

    About the job

    We’re looking for an exceptional Service Provisioning Administrator to join our centre of excellence in Cape Town, where you will promote a superior customer experience and leave our clients secure in the knowledge that their business is in Safe Hands.

    Cloud Direct deals with a wide array of products and services across several vendors. Our Service Provisioning Team ensures that these products and services are delivered to our customers in an efficient, timely and accurate manner, processing all incoming orders, requests and modifications; be that a new client asking for a small number of Office 365 licenses, or our largest partner on-boarding a complex IaaS platform with accompanying VoIP services and hardware.

    This role would suit a highly organized and methodical individual who is equally comfortable speaking with customers and vendors, as well as other departments internally. The successful candidate will be technically proficient, and comfortable interfacing with web-based vendor portals.

    Responsibilities

    Provisioning and Service

    • Accurately interpret customer requirements and orders to enable a clean and timely service provision and customer on-boarding / off-boarding experience
    • Agree and administer the accurate and timely handover of all workload requiring the attention of Professional Services, or a dedicated Project Manager, to the Projects Team.
    • Administer and organize technical provisioning, cancellation and change services for the full portfolio of Cloud Direct products, working with other Cloud Direct teams as required
    • Administer and organize the purchasing of customer hardware, software, licenses, support agreements and subsequent renewals. Drive uplifts to existing customers where appropriate
    • Administer the comprehensive co-ordination of provisioning cases in conjunction with our customers, our vendors and other Cloud Direct teams, especially in the case of multiple service provisions to the same customer
    • Provide high-quality, regular ticket and project updates in Service Now so that both customers and colleagues are fully briefed as to the current status of all provisioning and cancellation cases
    • Administer the accurate processing of service start, termination and billing details to facilitate accurate invoicing
    • Regularly and accurately monitor all relevant service queues and communication tools, prioritizing and assigning actions/cases/communications as appropriate
    • Able to assist the project management office with ongoing projects and possibly coordinate projects alongside project managers

    Customer Champion

    • Managing customer expectations accordingly.
    • Customer Champion for internal and external customers.
    • Proactively and accurately update Cloud Direct customers throughout the life of their provisioning case(s)
    • Set and manage appropriate customer expectations, and always deliver on what has been promised
    • Categorize, prioritise and act according to the customer needs, agreed service levels and priorities to complete service requests.
    • Ensure all customer queries via phone, email or chat are resolved and that SLA targets are met
    • Drive customer satisfaction and advocacy, thinking as the customer, and promoting positive customer feedback via NPS-T
    • Where appropriate, escalate all customer provisioning queries and complaints to the Service Provisioning Team Leader
    • Understand the customer drivers for service cancellation, reducing and reversing cancellation requests where appropriate and possible
    • Taking ownership to resolve issues and push for resolution for all Cloud Directs customers

    Team Working

    • Prioritize workload and efficiently manage own working time
    • Interface with and maintain close working relationships with other Cloud Direct departments, ensuring issues are resolved in a timely manner and a positive customer experience is maintained
    • Follow ITIL, ISO and Company agreed practices and processes
    • Proactively report on and suggest service improvements via the appropriate channels (e.g CSIP feedback)
    • Involved in process improvements and creation.
    • Willingly support other members of the team when required.
    • Work closely with all areas of the business to ensure that the customer experience with Cloud Direct is easy.
    • Assist your Team Leader or Manager on any work requirements as they see fit.

    Personal Performance and Development

    • Monitor, understand and continually improve own performance against KPIs and team Vision Summary
    • Take personal ownership for the development and maintenance of role-based skills, expertise and qualifications
    • Take ownership of and continually progress own Personal Development Plan

    Measurement and Review

    • Ensure customer promotion via NPS-T feedback for provisioning incidents of >= 9/10
    • Meet quarterly objectives as agreed and reviewed within the Team Vision Summary
    • Attend regular 1:1 meeting’s and six-monthly with the Service Provisioning Team Leader

    Requirements

    • Customer facing experience of at least 2 years
    • Previous experience supporting Azure environments
    • Knowledge of the Microsoft Enterprise software products and services
    • VOIP experience will be beneficial
    • Previous work experience with telecoms
    • Understanding of how projects are managed
    • Basic understanding of networks and broadband / mobile technologies
    • Hands on experience using the MCSE: Cloud Platform and Infrastructure /Azure administration portal 

    What do we offer you?

    • Pension contribution
    • Health care cash plan
    • Birthday lunches
    • Fun Fund
    • Many more...

    Method of Application

    Interested and qualified? Go to Cloud Direct on www.linkedin.com to apply

    Build your CV for free. Download in different templates.

  • Send your application

    View All Vacancies at Cloud Direct Back To Home

Subscribe to Job Alert

 

Join our happy subscribers

 
 
Send your application through

GmailGmail YahoomailYahoomail