Job Description : Purpose of the Job :
Purpose of the Job :
To implement, configure and train WFM customers and to provide after sales support on the system.
Main Accountabilities :
To accurately compile service reports and obtain relevant signatures to ensure correct invoicing according to standard operating procedures.
All service reports and timesheets must be handed in to the office on a weekly basis.
To communicate and liaise with clients (internal and external) regarding implementations, support calls and queries in a professional manner in order to ensure updates are conveyed timeously.
All queries must be responded to within 8 hours as per prescribed policy and / or procedure.
To respond to all support and service calls within SLA response times.
To configure client sites according to project specifications and to ensure that all project and service calls are handled within budgeted hours.
To ensure that feedback is provided to the office for processing daily and also after the completion of each call to ensure continuous updating of CRM in accordance with Altron policies and procedures.
To assist sales with pre-sales configuration of client sites with regrads to technical specifications.
To train clients on software and hardware of time and attendance equipment installed according to standard operating procedures
To ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the Altron policy and procedure framework.
Job Requirements : REQUIRED EXPERIENCE
Customer Experience Management (3 Years) - Essential
HR / Time and Attendance
Networking and Connecting to People
Problem Definition and Analysis