Current Openings at VHRS

RESPONSIBILITIES:

• Administer and oversee technical projects from initiation to completion.
• Schedule and coordinate field maintenance technicians to ensure timely and efficient service delivery.
• Maintain accurate project documentation and track progress.
• Liaise with various stakeholders to ensure seamless project execution.
• Assist the Group Technical Operations Manager with daily operational tasks and reporting.

RELEVANT EDUCATION, REQUIREMENTS AND EXPERIENCE:

• Previous experience in project coordination/management, preferably in a technical or operations-focused environment.
• Strong organizational and multitasking skills.
• Excellent communication and interpersonal abilities.
• Proficiency in MS Office Suite (Word, Excel, PowerPoint).
• A background or interest in golf is a plus.
• Customer-Centric Approach: Fully embody the ‘A customer’s problem is my problem’ mindset and proactively solve issues.
• Collaboration & Teamwork: Excellent communication skills and the ability to work effectively with peers and management to drive success.
• Attention to Detail: Focus on accuracy in task execution and project management, ensuring the integrity of data for reporting purposes.
• Effective Time Management: Ability to prioritize and manage workload to meet business deadlines and project milestones.
• Adaptability: Able to handle changing circumstances and unexpected challenges with professionalism.
• Problem-Solving Skills: Strong critical thinking and troubleshooting abilities to identify and resolve operational and technical issues.
• Self-Motivated: Take initiative and be driven to complete tasks independently while adhering to processes and standards.
• Professionalism: Maintain a positive, professional demeanour and appearance when interacting with colleagues and clients.

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Role summary

Join us to ensure we support enterprise merchants at scale in a way that sets us apart.

• We’re looking for an experienced, organised and, technically-astute individual to assist us in providing excellent customer support. You will be responsible for managing our support desk, providing first line as well as technical support and be the main point of contact for our customers for technical support queries. You will need to ensure we have an effective feedback loop to other teams to continuously improve our product and customer experience.
• You will work within the Payment Operations team and will collaborate closely with teams from Customer Success to Product and Engineering.

Requirements

• Bachelor’s degree in computer science, engineering, information technology or a related field
• Minimum 1 year of professional experience working in B2B technical support engineer role actively serving B2B customers, ideally in a tech/SaaS company
• Prior experience in Payments of Economics is a plus
• Technical aptitude and the ability to understand and troubleshoot technical issues related to various payment methods and configurations.
• Experience using ticketing systems (e.g. Freshdesk, Jira, Zendesk) is preferred

Solid understanding of:

• web technologies, including web servers
• HTTP error codes, API responses and general web server behaviour
• Postman or similar api tools

Functional knowledge of:

• network concepts, including DNS, HTTP/HTTPS and TCP/IP
• Relational data, SQL or PSQL equivalent
• Reading and interpreting stack traces
• Excellent communication and interpersonal skills. You will be representing our business and assisting merchants with an outstanding support experience. You;ll need the ability to explain technical issues to non-technical users.
• Ability to work independently as well as collaboratively with technical teams
• Problem-solving and analytical abilities to investigate and understand root causes, and learn from these over time to improve our process and proactively resolve issues.
• The ability to work in a fast-paced, dynamic environment, and show determination to ensure our customers get a superior experience.
• All with a cool head under pressure.

Daily Responsibilities

• Support Desk:
• Take ownership of our ticketing system, Freshdesk, and ensure it is configured accurately. Maintain accurate records of client interactions, technical specifications, and support ticket details, as well as updating incident management systems as needed.
• Ensure all support queries are ticketed in Freshdesk from multiple inbound channels
• Become an expert in support ticket categorisation, SLA matrices and escalation paths
• Troubleshoot queries coming from our customers and resolve them (first-line) or escalate appropriately
• Ensure SLA’s for support are always met
• Develop action plans for escalated customer queries, informing customers of the plans, and keeping customers apprised of progress
• Ensure that Precium’s service status is clearly accessible by merchants and that Incident notices are published routinely to subscribers as and when necessary.
• Ensure that support activities and interactions comply with relevant regulations and security standards such as ISO27001/2, PCI DSS, PASA, POPIA, and GDPR.
• Technical Support:
• Oversee the resolution of technical issues and inquiries from merchants, ensuring timely and satisfactory outcomes in line with internal and external SLAs.
• Work closely with our Payment Ops, Product, Engineering and Customer Operations teams to manage critical situations and incidents proactively and reactively
• Provide assistance to the Payment Operations team on monitoring of transactions troubleshooting
• Troubleshoot bugs and transaction failures
• Reporting and continuous improvement:
• Provide the team with monthly reporting on support effectiveness, including analysis of support issues; SLA adherence and CSAT score
• Provide and feed back input towards Quality Assurance practices and controls to reduce the number of technical support issues and provide a smoother customer experience.
• Provide requirements and ‘voice of the customer’ feedback to the Product team
• Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for technical customer support
• Ensure that support documentation, Postman documentation, and the API reference resources are comprehensive, up-to-date, and accessible to both customers and internal team members.
• Continuously level-up in terms of your industry knowledge and your technical knowledge of Precium’s products, APIs and integrations
• Meet or exceed operational and customer support experience metrics targets (CSAT score)
• [Over time] Develop and grow a team of Technical Support engineers

What we value:

• We spell Client with a Capital C: Our Clients are at the heart of Precium. We’re driven by empathy, leveraging qualitative and quantitative insights to delight and excite our Clients. We never compromise our Clients’ trust but rather strive to exceed their expectations and make them win.
• We speak and seek truth and transparency: We say the hard things but always with kindness. We mean what we say (we never mislead) and we actively listen. We prioritise transparency – share information early, document everything. No big reveals.
• We are here to win the match, together: We know we’ll only win the match, together. So, we are determined and tenacious, we train obsessively, we appreciate each others’ value, we sweat collaboration and ask for help. We hold ourselves and each other accountable. Together, we celebrate our wins and learnings. We put collective success
• over individual ego.
• We continuously level up: We embrace bravery, curiosity, and ambition—and view mistakes as learning opportunities, not setbacks. We always find a way; there’s no challenge too great for us. We commit to continuous learning and improvement.
• We take action: We care about delivering value quickly, choosing incremental progress over perfection. We prioritise outcomes that matter the most, and we own our commitments.

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TASKS AND RESPONSIBILITIES: 

• Overall management of the storage facility
• Ensure every customer is dealt with in a highly professional, welcoming and efficient manner.Ensure every customer is dealt with in a highly professional, welcoming and efficient manner.
• Keeping up to date records on Management Software
• Responsible for management of the storage management software
• Handling of new contracts and entry into software management system
• Removing old customers from the software management system
• Following up (written track record) on late payments, including written demands and liaising with attorneys and auctioneers when necessary
• Ensuring surcharges are placed on overdue accounts
• Placement of ‘No entry’ red tags for customers with overdue accounts
• Ensuring debt management and VAT reports from the software system are accurate and sent to Head Office monthly Receipt of payments from customers (cash and point of sale transactions)
• Circulation of weekly report from software to Directors including:
• Weekly Debtors Ageing Summary
• Move In’s and Move Outs report
• Occupancy Report
• Maintaining up to date Cash Book
• Responding timeously to website queries with emails and telephone follow up
• Reception work and answering the telephone
• Marketing:
• Ensure an occupancy marketing plan is in place and reported on: Google Ads, Local Directional Signag and Local Business Forums for Word of Mouth)
• General Office administration
• Handling and completing customer contracts
• Assisting tenants with access to storage units and physically showing customers the location of the units on site and the different unit sizes when asked
• Dealing with customer complaints and assisting customers with all requirements
• All customer complaints are to be reported to Higher Management
• Responsible for the Booking/Availability Roster and ensure all staff are aware of available units, customer departure dates and future bookings
• Maintenance
• Ensure units are clean on departure and oversight of any required auction process
• Liaison with the Municipality and Flagship for any services that are not working
• Responsible for site maintenance (overall premises and garden)
• Security:
• Ensure the premises is secure at all times and report any potential security threats or system weaknesses to Higher Management.
• Ensure all security threats and alarms are investigated and followed-up on (Maintain a written Security File)
• HR:
• Manage the General Worker and Receptionist Duties

EXPERIENCE: 

• This role requires an experienced self-starter who can lead a small team with energy and professionalism. At least 5 years’ experience in a similar role is required.
• The candidate must have Microsoft proficiency and the ability to learn the StoreMan software package in order to run the operations of the business.
• A matric certificate is mandatory and tertiary education is beneficial.

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RESPONSIBILITIES:

• System Cross-checks: Verify that our systems meet client-specific requirements, such as custom setups, recent course renovations, cart types, booking provider integration, and potential signal challenges on-site.
• Course Server Setup & Zoning: Configure course servers and software, ensuring proper zoning and mapping to optimize the client’s course based on flow of play and operational needs.
• Custom Setup & Subscription Configuration: Identify the correct applications and features required by each client based on their subscriptions and purchases, and ensure they are properly configured for optimal use.
• System Maintenance: Perform housekeeping tasks such as deactivating domain subscriptions and removing expired course data from the central database when contracts are canceled or changed.
• Data Integrity & Reporting: Maintain accurate logs in the CRM system, ensuring data integrity for performance analysis and reporting purposes.
• System Updates: Monitor and roll out  firmware and software updates to ensure systems and devices perform optimally across all client setups.
• Deadline Adherence: Ensure all system configurations and software setups are completed within agreed timelines. Proactively manage time to meet deadlines and avoid delays.
• Escalation Management: Identify and escalate any issues or risks that may affect the configuration timeline, system performance, or client satisfaction. Collaborate with management and relevant teams to resolve challenges swiftly.
• Collaboration: Work closely with internal teams to ensure that course configurations are completed accurately and on time, resolving any issues that arise during the setup process.

REQUIREMENTS:

• Technical Proficiency: Experience with system configuration and software setup, particularly in a client-focused environment.
• Attention to Detail: Ability to cross-check all client-specific requirements and ensure systems are configured accordingly.
• Problem-solving: Strong troubleshooting and critical thinking skills to resolve software configuration issues and optimize course setups.
• Time Management: Ability to handle multiple projects, prioritize tasks, and meet deadlines.
• Communication: Strong verbal and written communication skills to effectively work with internal teams and clients.
• Adaptability: Ability to manage changing project requirements and unexpected challenges.
• Drive & Initiative: Self-motivated with the ability to work independently and proactively identify and resolve issues.

RELEVANT EDUCATION AND EXPERIENCE:

• Matric (high school diploma or equivalent).
• Experience with CRM systems.
• Experience in software configuration and system setup.
• Experience in an IT support role.
• Experience working with remote teams.

Advantageous:

• IT certifications such as CompTIA A+, Linux skills, VMWare, or endpoint device management.
• Experience with cloud platforms, server setup, and maintenance (e.g., AWS, Google Cloud).
• Graduate studies in IT, Information Systems, or related fields.

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Role summary:

• We are seeking a meticulous and driven Operations Administrator to join our team. The ideal candidate will play a key role in improving the timely execution of operations projects and ensuring our key performance indicators (KPIs) and service level agreements (SLAs) are consistently achieved.

The successful candidate will be:

• Accountable and detail-oriented: You will ensure that processes and procedures are followed with precision, helping the team meet deadlines and hit targets.
• A strategic thinker: You will approach challenges with logical and clear thinking, ensuring issues are resolved efficiently and effectively.
• Proactive and adaptable: You thrive under pressure, are quick to take initiative, and are eager to contribute to the minimization of non-picks, ultimately enhancing customer satisfaction.
• A team player: Collaboration is key, and you’ll work closely with team members and remote teams to drive success across projects.
• Keen to learn: You will receive training to acquire in-depth system and product knowledge, empowering you to contribute to ongoing process improvements.
• Results-oriented: You’re focused on achieving measurable success and are motivated by seeing your work contribute to the overall goals of the team.

RESPONSIBILITIES:

• Project Coordination: Coordinate and manage projects from start to finish, ensuring timely completion and alignment with project objectives.
• Task Assignment & Monitoring: Assign tasks to team members, track progress, and ensure all deadlines are met.
• Issue Resolution & Escalation: Resolve any arising problems or complaints quickly, escalating to management when necessary.
• Cost & Productivity Targets: Meet cost, productivity, accuracy, and timeline targets while maintaining high standards.
• Metrics & Performance Analysis: Maintain performance metrics and analyze data to assess project outcomes, implement improvements, and drive operational efficiency.
• Remote Team Collaboration: Work closely with remote teams to manage project assignments and ensure task deadlines are met.
• Weekly Reporting: Provide regular weekly reports to the Team Lead and Department Manager on project progress and performance.
• Standard Operating Procedures: Follow established SOPs, accurately log and update tasks and projects using the CRM system.
• Monthly KPI Reporting: Present monthly KPI reports on project performance, highlighting key metrics and improvement areas.
• General Duties: Undertake any additional duties assigned by your manager, consistent with your expertise and skills.
• Daily Reporting & Solutions: Compile daily reports, implement solutions, and proactively mitigate challenges. Escalate roadblocks to ensure timely resolution.
• Meeting Administration: Scheduling and organizing project meetings, preparing agendas, taking minutes, and ensuring follow-up on action items.

REQUIREMENTS:

• Proficient in working with clients, clearing agents, and importers to streamline customs clearance processes.
• Strong organizational skills to manage multiple tasks, schedules, and resources effectively.
• Excellent communication skills (both verbal and written) for interacting with team members, managers, and external stakeholders.
• Proven problem-solving abilities to identify, address, and resolve operational challenges.
• Strong analytical skills to assess data, track KPIs, and make data-driven decisions.
• High attention to detail and ability to maintain data integrity.
• Ability to prioritize tasks, manage time effectively, and handle multiple projects simultaneously.
• Adaptability to changing circumstances and the ability to handle unexpected challenges.
• Strong team collaboration and leadership skills to manage projects and ensure team success.
• Driven, self-motivated, and able to work independently with minimal supervision.
• Outcomes-focused and committed to delivering high-quality results.
• Become a mindful ambassador for Tagmarshal’s world-class brand and culture.

RELEVANT EDUCATION AND EXPERIENCE:

Required:

• Minimum of 2 years’ experience in project management.

Advantageous:

• High school diploma, Graduate studies, or equivalent.
• Experience working with remote teams.
• Experience with maintaining Project Management documentation/Systems.