About Discovery
Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
About Discovery Life
Discovery Life is an ever growing fast-paced and dynamic environment that provides innovative risk assurance to individual clients. This environment thrives on customer engagement and customer experience as well as mutually beneficial relationships with our brokers and other stakeholders. It is important for our employees to provide a world class service to our internal and external clients, thereby ensuring long and sustainable relationships.
Key Purpose
Provide technical support to our user base by analysing the issues reported, provide timeous and appropriate resolution and perform hierarchical escalation of unresolved tickets or complaints.
Areas of responsibility may include but not limited to:
- Acknowledgement of all incoming contact Incidents and Requests in line with agreed SLAs.
- Accurate logging of all incoming contacts in the mandated Service Management Tool.
- Initial Classification and Prioritisation of each Contact against the agreed Severity Matrix and utilizing the correct Contact Categorization.
- Perform initial Analysis, Investigation and Diagnosis of the Incidents / Requests.
- Performing second line resolution of incidents passed on by 1st line support
- Provide support and guidance to 1st line support on escalated queries.
- Liaise with the development team in investigating issues that are not resolved on 2nd line
- Monitor resolution progress, provides updates on contacts when required and escalates if they are urgent or have breached agreed SLA.
- Monitor and manage all group nodes to prevent SLA breaches and ensures all New, In Progress or returned tickets are actioned correctly and within SLA.
- Provide appropriate input to the Knowledge Base.
- Perform afterhours support during billing times on a rotational basis
- Ensure each Contact is logged with a valid reference number and that all communication is managed from within the mandated Service Management tool.
- Acknowledge any Complaint and attempts to provide a resolution and execute hierarchical escalation where necessary to ensure the complaint is resolved.
- Smart Advice tool support
- Desktop support
Education and Experience
Essential:
- Grade 12
- Maths (50%) 0r Maths Literacy (60% )
- Diploma in Information Technology
Advantageous:
- Intermediate proficiency in MS Excel & MS Outlook
- Intermediate proficiency in Java programming
Technical Skills and Knowledge
Knowledge of Long-term Insurance (Advantageous)
APPLICATION
0 comments:
Post a Comment