Technical Specialist (Fixed-Term Contract)

Job Description,

Reporting to the Senior Operations Manager: PPS Mutual, the successful incumbent will be responsible for executing testing functions and supporting the management of technical deviations that affect service delivery. This role operates strictly on a shift basis, including night shifts.

, Requirements,

Education

• Post Matric qualification within this field, or related field (essential)

Experience

• Minimum 2 years service and administration experience
• 3+ years industry experience (preferred)

Knowledge And Skills

• Coaching skills
• PPS Mutual Product knowledge (preferred)
• Effective use of MS Office applications (Outlook, Visio, Word, Excel, Powerpoint, Projects)

Competencies

• Knowledge of PPS Mutual products relating to claims administration
• Excellent communication skills
• Excellent verbal and writing skills for claims administration

, Duties and Responsibilities,

• Participation in user acceptance testing [depending on shift]
• Post Implementation Support
• Continuously improve quality of service delivery through identification of issues on Tier 1 systems that prohibits delivering the expected service
• Attend to Fresh Service and Technical Support mailbox within the agreed SLA
• Reduce manual intervention
• Attend to the Manual Solution workflows within agreed SLA
• Testing Solutions for specific members to activate it in production
• Assist with Business testing through the process
• Test production after the build has been released to production
• Post production testing to be completed after each release and sign off provided based on the shift. This will only be required if the Claims Technical Specialist is on the late shift
• Continuously improve processes to deliver a better service and improve quality, this include processes on manual interventions
• Ensure that the Fresh Service tickets, and Technical Support mailbox is attended to, and provide the relevant guidance to the Operations team
• Start the correct Manual Solution workflows, with the documentation attached. This process include the Red Flags on Hidden Plans on InTouch
• Attending to claims communication, administration and follow ups