Technical Trainer: Banking clientWork from homeMust have excellent MTN or Vodacom connectivity in your areaLaptop, 3 G, headsets will be provided to youTraining provided 2-4 weeks'R 20 000 monthly salary Job Purpose Delivery of customer support by installing and providing training on electronic banking products on client computers and cash vault devices, and integrating electronic banking with the client's line of business, thereby enabling the client to transact.Job Responsibilities Contribute to Business Unit savings through effective management of cost, time and qualityDisplay operational confidentiality by ensuring compliance to relevant standards and policiesRespond to and ensure detailed feedback and updates to clients and internal stakeholders on queriesImprove and maintain client service by operating according to optimal capacityFind innovative and workable solutions to assist both internal and external stakeholders according to their specific requirements.Establish and maintain client relations and satisfaction against agreed to standards and timeframesTo troubleshoot and where possible, remedy any computer related conflicts in order for the client to be able to transactDeliver quality output by efficiently and effectively adhering to all processes.Manage workflows via systems which include Siebel, Nitro and ImaliInstall electronic banking profiles for clientTrain clients on electronic banking profileResolve client technical queries on electronic banking products as per agreed standard timeframesResolve client training queries on electronic banking productsUpdate MIS daily (log sheets, exception reports and utilisation reports)Conduct client courtesy calls, live runs and follow upsUse your discretion to prioritise urgent client queriesTrain clients on cash product suitesLimit risk exposure by adhering to processes and proceduresManage cost awareness and control through efficient usage of office resources (stationery, cell phones and printing resources)Accurate record keeping on all travel claimsKeep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, websites and attending sessions.Understand and embrace the vision and demonstrate the values through interaction with team and stakeholders.Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managersEnsure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed, experience practiced and certifications obtained and/or maintained within specified time frames.Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.Contribute to a culture conducive to the achievement of transformation goals by participating in Culture building initiatives (e.g. staff surveys etc.).Participate and support corporate social responsibility initiatives for the achievement of key business strategies.Identify and recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems.People Specification Essential Qualifications - NQF LevelMatric / Grade 12 / National Senior CertificatePreferred Qualification Relevant Degree or National Diploma in Information Technology/ Advanced Diploma/ MCSE/ N+Essential CertificationsPreferred Certifications Type of ExposureAdvanced experience in contact centre specific technologies and data sets" "Capturing dataProviding technical supportConducting trainingContact Centre EnvironmentCustomer Relationship Manager• Building Trusting Relationships •High-Impact Communication •Marshaling Resources •Sales Disposition •Sustaining Customer SatisfactionMinimum Experience Level 2 Years minimum exposure in a Customer IT Support role/environmentTechnical / Professional KnowledgeBusiness etiquetteCommunication & Presentation skillsClient service principlesComputer LiteracyConducting root cause analysisElectronic banking systemsProduct KnowledgeOperating SystemsWorkflow managementBasic computer conceptsBehavioural CompetenciesBuilding Customer LoyaltyCommunicationApplied LearningManaging WorkQuality OrientationTechnical/Professional Knowledge and Skills
