Merchant Technical Consultant at Absa Group Limited (Absa)

Job Summary

The purpose of the role is to take full responsibility of all support aspect of the payment Acceptance in your
area to provide satisfactory customer service and support internal and external customers. To accept
responsibility for all sales support activities within an allocated geographical area in the region. This refers to
installation, maintenance and removing faulty merchants or Point of Sales (POS) machines.
Job Description

• The purpose of the role is to take full responsibility of all support aspect of the payment Acceptance in your area to provide satisfactory customer service and support internal and external customers. To accept responsibility for all sales support activities within an allocated geographical area in the region. This refers to installation, maintenance and removing faulty merchants or Point of Sales (POS) machines.

Key Accountabilities:

New implementations and Support 

•  Execute the Computer Associates (CA) Unicenter Service Desk process effectively by updating all CA Unicenter Service Desk calls morning
• Attend to calls on the following working day, after calls were logged on the CA Unicenter Service Desk. Resolve calls on the CA Desk within 24 hours of calls
• Cancel merchant facilities utilizing CA Unicenter Service Desk process
• Implement and replace merchant facilities process by utilizing CA Unicenter Service Desk process
• Attend to a minimum of six callouts per day. If less than six callouts are received, assistance must be offered to colleagues
• Install new merchant's devices by adhering to all the following implementation criteria
• Ensure high quality and completeness of installation by completing all accompanying documentation with all relevant signatures, and give back signed documents to Department Manager: Sales Support before 10:00 the following working day after the installation was done.
• Attach the banking slip to all cancellation and fault report forms prior to returning faulty terminals to the stock controller.
• Return all faulty terminals to the stock controller on a daily basis and ensure that you have sufficient terminal and power supply stock before leaving the office.
• Attend to all corporate requests within set deadlines.
• Adhere to corporate visit plans, and complete the necessary telephonic questionnaire for merchants not physically visited.
• Ensure availability when on standby by keeping phone switched on. Standby hours are as follows for weekends and public holidays: 08:00 – 20:00.
• Attach and hand in fleet statements, fleet calculations, copy of log book and all fuel and toll slips on the 3rd working day of each month.
• Statutory and Compliance requirements
• Adhere to Absa's Information security requirements by protecting passwords, client information and maintaining a clean desk policy to ensure that compliance requirements are met.
• Comply with compulsory corporate governance and legislation requirements e.g. Code of Banking Practice (COBP) and Financial Advisory and Intermediary Service Act (FAIS) requirements by completing the required training on the Phoenix system on the Absa mainframe. Familiarize yourself with the content of the vehicle policy and adhere to all requirements stipulated in this policy.
• Keep up to date with the content of the demo card, fleet card and business card policies and adhere to all requirements stipulated in these policies.
• Attach copies of the log book and corresponding call out sheets and call reports, and record any discrepancies.
• Attach and hand in fleet statements, fleet calculations, copy of log book and all fuel and toll slips on the 3rd working day of each month for payroll processing.

Competencies:

• Values Driven
• Digitally Empowered
• Customer Obsessed
• Exceptional Team Player
• Creative Problem Solving
• Drives Results
• Pan African Citizen

Minimum Requirements:

• Higher Certificate (NQF level 5)
• Preferably NQF level 6 qualification
• Two (2) years experience in a technical support role
• Two (2) years customer experience
• Solid technical knowledge of POS machine
• Preference will be given to South African Citizens and Permanent residents of South Africa in possession of proof of permanent resident status

General

• The appointment will be made in line with the Divisional Employment Equity strategy
• There will be no referral payment plan option with this requisition.

Education

• National Diplomas and Advanced Certificates: Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised