Web Applications Support Coordinator - KFC

The main objective of this role is to ensure efficient and effective technical support and education for all users and administrators on the various Heartstyles Indicator (HSi) web applications.

Key Responsibilities of the Position

Educate

• Assist users of HSi Web Application by creating the necessary tools for them to help themselves – knowledge base (articles, video demos)
• Assist Heartstyles Accredited Associates/Yum Certified Practitioners/Yum Campaign Managers in setting up campaigns and helping them overcome any technical challenges or obstacles
• Ensure they have the necessary tools and empower them to be the first call for support from participants on the campaigns (especially considering other translations – support only offered in English at present)

Training

Train all new administrators on the HSi App as necessary – Heartstyles Accredited Associates/Yum Certified Practitioners/Yum Campaign Managers that have signed the Accord – via online VOIP or Video Tutorials

Support

Support via the online support desk ticketing system

Ensure that all support requests are handled with the highest level of customer service possible

Support issues include but are not limited to:

• Login challenges

• URL issues usually because of older browsers

• Changing/resetting respondents

• Moving participants between programs

• Releasing reports where/when necessary

• Downloading campaign reports (e.g. PDGs/TDGs/CDGs) where there are access issues

• Reinstating accidentally declined invite to respond

• Changes to pack size

• Not receiving invites due to wrong email addresses

• Issues due to incomplete surveys or not inviting enough respondents

• Moving campaigns to reside under the correct business unit

• Updating user permissions and assigning credentials

• Investigating issues and working out best solution for users

Alpha / Beta Testing new products and upgrades

Communicate advanced issues or errors within user support to Pure Survey Development Team and manage the correction thereof

Qualifications:

A degree or equivalent certificate qualification, preferably in a field related to communication and technology

Experience:

• Minimum of three years’ experience in a client support/product support role
• Since the role is technical in nature, close working with technical team and understanding of the applications functionality / basic programming / system architecture is required
• Ability to write, speak and present information to a high degree effectively and persuasively across several communication platforms
• Experience with compiling support documentation
• Experience with automation of software product support would be an added advantage
• Advanced computer skills with proficiency in Windows and Microsoft Office, and other applications like Adobe Suite, comfortable using various Web-based products, always willing to learn a new skill or program

Competencies:

• Service Orientated: You naturally like helping people and will go out of your way to help someone even when there is no direct benefit to you
• Relational: The role requires the ability to relate to user challenges and bring a human touch to Heartstyles Support
• Strong Communicator:  You listen first. Think second. Speak third
• Technically Proficient:  You have experience and skills in various software that can assist you in serving clients and creating solutions using various platforms/tools.
• Problem Solver:  You love investigating an issue and figuring out how to solve it and then you’re ready for the next one. You can also predict the solution with little information.
• Tenacious:  You don’t get discouraged easily while working on a challenging project or dealing with difficult people, and you openly accept constructive criticism in the spirit of learning.  You have a great work ethic and are willing to simply do what needs to be done, without taking shortcuts
• Attentive listener / reader:  You understand how important it is to listen actively/understand end user requests allowing you to solve their issue completely and quickly.
• Detail-Orientated:  You can keep an eye on the little things while simultaneously staying focused on the big picture.  You notice incomplete information or anything out of place and strive to make sure everything is accurate
• Flexible:  You expect the unexpected and can think on your feet.  You don’t get frazzled when clients change their minds.  You simply adjust and move forward.
• Willing to learn: You have an innate curiosity and are compelled to ask questions, because you really want to know.  You are not satisfied with the status quo; you want to continually improve yourself and the team
• Ability to use initiative: You can work confidently and with minimal guidance and direction