Key Performance Areas Customer Service - Receive calls from senior customer engineer/ help desk. - Verify/ users. - Keep users posted on the progress of their calls. - Ensure that there are no comebacks on work done remote/satellite customer call-outs (hardware, software and network calls). - Provide telephone infrastructure
improvement ● Manage national and international calling underlying carriers including cost analysis and irregularities or disputes from carriers, provide call records or other requested data, and work on resolutions updating product catalogues ● Maintaining and updating call charge rates ● Ensuring that prefix lists are maintained assurance tasks such as ensuring that cost effective call routes are utilized and that provisioned services improvement ● Manage national and international calling underlying carriers including cost analysis and
work and overall performance of regional IM data centre (DC) technology systems.
Notes
applying SAP Notes Logging and managing SAP tickets / calls Strong knowledge of SAP systems and modules SAP Knowledge: Advanced ABAP coding Building CDS views Calling SAP API's Using SAP IDOCS Writing Technical Specifications
applying SAP Notes Logging and managing SAP tickets / calls Strong knowledge of SAP systems and modules SAP FIORI coding FIORI Catalog Building CDS views Calling SAP API's SAP Portal development
applying SAP Notes Logging and managing SAP tickets / calls Strong knowledge of SAP systems and modules SAP FIORI coding FIORI Catalog Building CDS views Calling SAP API's SAP Portal development
applying SAP Notes Logging and managing SAP tickets / calls Strong knowledge of SAP systems and modules SAP Knowledge: Advanced ABAP coding Building CDS views Calling SAP API's Using SAP IDOCS Writing Technical Specifications
Respond and resolve support calls at customer's sites Responsible for calls via remote connection. Remote
within the team. 99% of calls required to be answered. 95% adherence to Call SLA criteria. 95% attained