VAS Support Specialist at Clickatell

Purpose:

We are looking for a VAS Support Specialist that will join our VAS team in our SA office. You will be responsible for the administration and operations of all Two-Way stock applications, Supplier pricing updates and Sender ID management for Clickatell customers. The role will collaborate within the Sales team, Program Office, Operations and Engineering teams within the company. This is a great opportunity to join a winning team to participate in the delivery and growth of Clickatell worldwide.

The role of our Champion:

Two-Way Stock Management:

• Ensure that there is enough stock on hand for all two-way products available for selling

• Ensure stock is ordered on time with suppliers to ensure SLA turnaround to our customers

• Perform regular audits on all two-way products to ensure integrity of the products we offer to customers.

• Provisioning and activation of MO stock in US, SA, etc.

Sender ID Management:

• Regularly maintain and update the customer sender ID repository

• Process all sender ID requests for customers

• Ensure regulatory adherence with sender ID (Example, Nigeria, India, UAE)

Pricing Management:

• Perform override management on the gateway where required and ensuring accuracy in checking application of overrides.

• Ensure all pricing updates are done with accuracy by using appropriate tools.

• Perform regular audits and checks on pricing updates per day/week/month

Coverage

• In applying coverage from suppliers, ensure that coverage being removed or added follows the approved department procedure.

Audits

• Conduct regular audits and tests on stock levels.

• Participate in daily stand up meetings and provide daily status updates on operational items.

• Action open items in ticketing system within SLA

• Liaise with internal stakeholders and external as required, including providing regular status updates on applications which are in progress.

• Liaise with suppliers to order and activate the requested services.

• Produce reports as required by Snr VAS administrator

• General administration work provide statistics or information, and other ad hoc requests as required.

• Facilitate WASPA queries (including informal and formal queries).

• Document all related processes and procedures

• Maintain knowledge and regulatory documentation online for Clickatell.

Requirements

The capabilities of our Champion:

• Excellent communication: Good interpersonal and communication skills.

• Excellent Administrative skills: Be able to work with a high level of accuracy.

• Be able to work under pressure: Deadlines are very tight, accurate reporting is a must.

• Teamwork: Must be able to work as part of a team. Must be able to work reliably and responsibly with internal and external colleagues.

• Customer focus: identify and effectively respond to the diverse needs of project customers.

• Analysis and logic, systematic and orderly planning, attention to detail.

• Demonstrable experience of excel skills and good working knowledge of Word, PowerPoint, Outlook and Excel.

• Self-starter who can work with minimum of supervision.

• Ethical and principal based working methods.

• Excellent attention to detail with the ability to multi-task in a fast-paced environment

• Ability to think creatively and take an innovative and flexible approach to problem solving in a fast-changing technology driven company

• Excellent negotiating skills both internally to team and externally with other departments.

• Ability to maintain confidentiality.

• Willingness to work outside of normal office hours when circumstances dictate

Our Champion's journey thus far:

• Essential: Minimum 3 years in Customer Service-related environment and/or Administrative role

• Desirable: Minimum of 3 years relevant experience in a technology and or finance environment.

• Desirable: 3-year Diploma (NQF level 5) / Degree (NQF Level 6) in Information Technology/ Business

• Desirable: Computing diploma/certificate, eg ICDL

• Desirable: Mobile Telecoms Experience

Benefits

Why you will love being here:

• Competitive salary paid monthly

• Medical aid contributions

• Quarterly performance incentives

• Pension fund contribution

• Group life cover

• Communication allowances

• Undercover parking

• Half day off on your birthday

• 5 “personal” days leave a year, over and above your normal annual leave.

• Staff events, daily popcorn, snacks, cool offices. All the things that make Clickatell a fantastic place to work.