Tech Officer: Product Management Retail at BCX

Core Description

Provide support and assistance to BCX clients on a supported product suite. The individual filling this role needs to have 2 years active support experience in a retail environment. It is required that the person can understand and participate in the execution of new projects and services that are required in current and future enhancements and changes on the product.

Key Deliverables / Primary Functions

• Provide enhanced support to clients and support personnel
• Establish a strong working relationship with other team members
• Understands team goals
• Number of calls identified as problems, and process of resolving related incidents given through to helpdesk
• Number of incidents sheets given through to development
• Involvement of all projects for clients
• System Testing and Solutions
• Meeting the defined timelines set at the start of each project
• Follow best practices in all areas of testing
• Ensure that the outcome meets the customer’s satisfaction and requirement
• Detailed and professional testing documentation
• List of training needs from customers and support personnel
• Attendance registers for training session
• Setup and creation of training courseware and sessions
• Maintains high levels of co-operation with other internal business units / departments to achieve user satisfaction and business growth

Functional Skills

• SQL support and setup
• Good understanding of the development cycle
• Understanding of change control system
• Technical competence in Windows system support and troubleshooting
• Knowledge of MSSQL
• Good knowledge of hardware and operating systems

Behavioural Competencies

• Job Match Rating
• Delivering Results
• Meeting customer expectations
• Decision Making
• Handling Pressure
• Communication and Impact

Qualifications

NQF 4: Grade 12

Experience

• 2 years’ active IT support experience in a retail environment
• Certifications / Professional Registration

None

• Special Requirements/ Employment Condition

Work Characteristics

WFA /Office Based