Resolution Specialist at MultiChoice February, 2025

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- Resolution Specialist at MultiChoice
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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
- Job Type Full Time
- Qualification Bachelors
- Experience 3 - 5 years
- Location Gauteng
- City Randburg
- Job Field ICT / Computer
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
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Method of Application

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

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Resolution Specialist at MultiChoice

Resolution Specialist

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