BUSINESS APPLICATION COORDINATOR

Join Our Team at IIE Rosebank College

The Independent Institute of Education, Rosebank College, is part of the ADvTECH Group, Africa's leading private education provider. From our humble beginning in 1909, Rosebank College has grown to a student population of more than 30,000 students nationwide.

As we continue to expand and innovate, we invite passionate professionals to become part of our dynamic team. If you are driven by the desire to make a meaningful difference in students' lives and wish to contribute to an institution that values academic excellence, connection, and student success, we would love to hear from you.

Join us on our journey of shaping futures!

Job Purpose:

The Business Applications Coordinator is accountable for providing systems support, training, maintenance and assistance to users with regards to various business applications.

Duties & Responsibilities:

Call Handling

• Managing Service Desk tickets efficiently and professionally to ensure the concerns are addressed.

• Handle incoming customer calls promptly.

• Understand and analyze concerns to provide accurate information and effective solutions.

• Manage call flow efficiently during peak times and prioritize urgent queries.

• Escalate complex or unresolved issues to the appropriate department or AIT following established protocols.

• Demonstrate patience, empathy, and active listening skills to ensure customers feel heard and valued.

• Record detailed and accurate information on the tickets to ensure that the query is escalated correctly with all the required detail.

• Analyse call data to identify recurring issues and propose actionable solutions to reduce their frequency."

Help Desk Management and Query Resolution

• The ability to resolve logged tickets efficiently and effectively
• Address and resolve tickets logged by customers through the helpdesk system within defined SLAs.
• Ensure that you comply with the SLA agreements
• Accurately document the nature of the issue, the steps taken to resolve it, and the resolution outcome.
• Monitor ticket queues to ensure all tickets are assigned and addressed promptly.
• Communicate effectively with customers throughout the ticket resolution process, keeping them informed of progress or delays.
• Collaborate with other departments and AIT to resolve complex issues requiring specialized input.
• Escalate tickets timeously to the relevant departments and follow-up the tickets until resolution
• Ensure all tickets in the Service Desk are updated with relevant information, status changes, and resolutions.

Customer Service

• Responsible for delivering a superior customer experience by providing professional and empathetic support.

• Maintain a friendly and approachable demeanour during all interactions with customers.

• Actively seek to understand the customer's perspective and provide reassurance while addressing their issues.

• Uphold the institution’s values and commitment to excellence in every communication.

• Handle difficult or irate customers professionally and efficiently

• Strive to exceed customer' expectations by going the extra mile to resolve their concerns.

• Regularly update knowledge of institutional policies, procedures, deadlines, and systems.

• Participate in training sessions and knowledge-sharing initiatives within the support team.

• Keep abreast of common issues reported by customers and collaborate on developing FAQ documents or knowledge base articles.

• Suggest improvements to processes or tools that could enhance the efficiency of the customer support function.

Minimum Requirements:

Qualifications

Minimum

• Bachelor’s Degree (NQF Level 7) qualification in Information Technology or other related field.

Advantageous

• Postgraduate Degree (NQF Level 8) qualification in Information Technology or other related field.

Experience

Minimum

• 2 years experience working with student management systems
• 1 year experience working with IIE systems (Advantageous)

Rosebank College is an equal opportunities employer; however, EE and South African candidates will be preferred.