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  • Posted: Feb 6, 2025
    Deadline: Not specified
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  • MultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business ("DStv"), which has been in operation since 1995. Other businesses in the group are; M-Net (delivers thematic channels and exclusive content to DSt...
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    Resolution Specialist

    Tasks

    Time to Resolve interruptions

    • Analyze all items escalated to Product Support team and identify better ways for front line staff to assist customers
    • Provide input into Journey Owners to assist with optimizing and redesigning customer journeys.
    • Provide input to and work with EBS to improve the time to resolve systemic issues experienced

     Eliminate Disruptions

    • Perform trend analysis to identify systemic issues experienced by staff and customers.
    • Work with EBS, Finance, BT etc. to identify root causes of items escalated to product support
    • Develop proposals for fixing items escalated.

     Preventing Disruptions

    • Analyze escalations to Product support team to predict larger potential problems.
    • Work with EBS,Finance, BT etc. to prevent larger scale problems from occurring.

     Ensure we are able to resolve disruptions

    • Work with training to assist our front life staff to assist customers more appropriately.

     Qualifications

    • Degree in any service-related qualification

    Experience

    • A minimum of 3-5 years’ work experience, in a technology; telecommunications related environment

     Technical Competencies (List the key technical competencies)

    • Technologies
    • Research
    • Experiment design
    • Statistics/applied Maths
    • Stakeholder Management
    • Monitoring and Evaluation
    • Outside In thinking

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to MultiChoice on hrfocus.multichoice.com to apply

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