Training and Installation Consultant – ALTRON

Title

Training and Installation Consultant

Job Description

The 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 – 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.

Yers of Experience

• 2 to 3 years’ 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 driver’s 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.