Job Description

Title Training and Installation ConsultantThe Fintech training consultant is responsible for the day-to-day installations, maintenance, Conversion ,testing internals software solutions and providing training to NuPay, Delter services, and Internal customers that use POS devices and web services xe2x80x93 this includes customers that have been outsourced to NuPay/ACS Field Services. Products installed include Debi check, POS, MPS, NuCard, EPV, E-Commerce, Delfin, and Webfin, and all add-on services to Delter. A Fintech training consultant will also be responsible for the preparation of equipment that will be installed at customers' premises. A Fintech training consultant will also be responsible for stock control/management, administrative duties, and training plans.KEY RESPONSIBILITIES:New Installations and conversions and Service Calls (Maintenance)

• Perform conversion form Loan management systems and maintenance
• Regression Testing of all internals software solutions.
• Perform new installations and service calls for Fintech, this includes NuPay, Delter and ACS.
• Training of all internal staff in the allocated area.
• Preparation of equipment for new installations and service calls.
• Provide training to all Fintech merchants (Delter, NuPay & ACS) on products being installed and all addon Delter services.
• Installing electronic equipment i.e., signature pads, fingerprint, and internal software on local computers.
• Troubleshooting problems on Delter products.
• Testing connections between Delter internal systems.
• Make follow-up calls to merchants for refresher training.
• Assist with all Fintech customer queries.
• Assist various departments with Training/technical-related queries.
• Scheduling appointments.
• Adhere to Service level agreements.
• In-depth knowledge of all Fintech products
• In-depth knowledge of Delfin products and how NuPay integrates with Delter products and other admin providers.
• Knowledge of third-party connectivity providers, for example, Huge Connect and GDSP

CORE RESPONSIBILITIES:Stock Control

• Perform weekly stock takes for all stock in the tool of trade vehicles or regional offices. The weekly stock take must be sent to the Stores Controller
• Manage boot stock to ensure enough stock for new installations and service calls
• Ensure stock is correctly allocated to merchants and employees on CRM system (Ofbiz).
• Ensure stock is in presentable, working order.
• Replenish stock if, and when needed (submit stock replenishments).

Administrative Duties

• Ensure service calls and activations are updated and closed within Service Level Agreements
• Scheduling of NuPay and Delfin installations within SLA and Training of all internal staff in the allocated area.
• Ensure job sheets are submitted daily once new installation and service calls have been completed.
• Stock sheets are up to date.

COMMUNICATIONS & WORKING RELATIONSHIPS:Internal:

• Logistics team
• Account Managers
• Contact centre
• Administration clerks
• Sales Team

Reasons for Interaction:

• Service call and install allocations and knowledge sharing.
• Customer queries and information, LMS training
• Call logging information and customer queries.
• Submission of job sheets for billing and stats.
• To provide updates on logged calls and installations.
• To advise Account managers and sales consultants on any requests/challenges from merchants that are outside the scope of the technical department. LMS training

External:

• NuPay Merchants
• Fintech Field Service Merchants
• Delter Merchants
• Courier services
• 3rd party connectivity providers
• 3rd party admin providers

Reasons for Interaction:

• Installations, maintenance, and training.
• Query deliveries/couriers.
• To configure HugeConnect pads.
• To assist merchants in getting their ADSL configured to enable connectivity to terminals.
• Assistance from Delfin contact centre

QUALIFICATIONS, EXPERIENCE, & SKILLS:Educational Qualifications:

• Matric
• CompTIA / A+ and N+ a minimum requirement

Professional Qualifications

• Customer service/care certificate will be an advantage.

Years of Experience

• 2 to 3 yearsxe2x80x99 experience in a service technician / IT support role
• Experience using POS devices/terminals will be an advantage.
• Knowledge and experience in DebiCheck would be an advantage.
• Knowledge and experience in card printers (Entrust printers) would be an advantage.
• Knowledge and experience in loan management software would be an advantage.

Other requirements

• Working knowledge of POS systems will be advantageous.
• Customer service focused.
• Must be able to assist merchants from different backgrounds.
• Valid driverxe2x80x99s license.
• Must have a reliable vehicle (Regional technicians).
• Fluency in English and Khosa is mandatory.
• Fluency in a third language such as Zulu/Afrikaans would be advantageous.
• Strong oral and written communication skills.
• Organisational and prioritization skills.
• Excellent administration skills with strong attention to detail.
• Technology and system savvy (Computer literate).
• Knowledge of Microsoft Office
• Numeracy skills.
• Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.
• Ability to maintain supreme levels of ethical behaviour and confidentiality.
• Ability to identify opportunities for improvement.
• Must be a team player.
• Must be able to work under pressure.
• Must be punctual and reliable.
• Travel within the country on sleep outs (generally 2-4 days).
• Adaptability.
• Analytical skills.
• Effective time management.
• Must be willing to work overtime when required.
• Self-motivated.
• Be able to go on long trips around South Africa and neighboring countries, sleeping out in different regions (sleep outs are usually 2-5 days depending on the areas).
• Must have the ability to follow instructions either verbally or via a manual.
• Out of the box thinker
• Task and logical mindset
• Someone that will look for the cause of the problem rather than just fixing the error / issue that is in front of them.
• Live by the Altron values and help others live by the Altron values.

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Altron