May 26, 2021
Role Purpose
The role of this Helpdesk Agent is to provide technical software support to users of the Momentum Engagement platforms such as [URL Removed] the VIA suite and the Momentum client and adviser mobile apps.
Responsibilities and work outputs
Provide excellent service to the users of the Momentum Engagement platforms including clients, advisers, internal employees and Channel management by:
Resolving first-line technical software support queries of users of the Momentum Engagement platforms, according to expected standards of service delivery and within agreed SLAs:
Displaying excellent verbal and written communication skills.
Accurately logging details of the queries as per the defined Problem management process to enable record keeping and trend analysis of interactions.
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Excellent “Business Offer” writing skills.
Excellent presentation skills.
Excellent negotiation skills.
Compelling business case crafting, to deliver meaningful and differentiated value.
Your duties & capabilities will include and are not limited to:
Develop trusted, deep, collaborative working relationships with strategic clients, at senior leadership levels.
Identify new business opportunities for growth and motivate these through compelling business cases with measurable and clear value.
Work together with the CEO in presenting, negotiating and closing win-win, new business opportunities.
Ensure the delivery of agreed revenue-driving projects and initiatives for the Strategic Relationships Team.
Help remove obstacles to success with our clients, partners and dedicated teams.
Experience in Business Analysis.
Domain knowledge and experience in Healthcare is highly advantageous.
Valid Driver’s Licence and car owner – required to travel.
Knowledge and Skills:
Ability to gather and parse the opinions of multiple Stakeholders, often acting as the middleman between your Development Team and other Company Leaders.
Extensive knowledge and application of Product Management Principles.
Proven ability to influence cross-functional Teams without formal direct Line Management authority.
Demonstrated success defining and launching successful Products.
Technical competence:
SQL skills (advantageous).
Excellent organisational, analytical and Project Management skills.
Results and performance-oriented with an ability to measure Product Business value, for the Company and Clients.