Tech Officer: Product Management x1

Tech Officer: Product Management x1

Position Details

• Job Title: Tech Officer: Product Management
• Location: Bloemfontein, Free State
• Company: BCX (Business Connexion)
• Business Unit: Client Operations
• Department: PaaS and SaaS, Retail & Health Solutions
• Job Grade: OP1
• Employment Type: Full-Time
• Workplace: Office-Based
• Position Type: Billable

Job Purpose

The Tech Officer: Product Management is responsible for providing technical support, troubleshooting, testing, implementation assistance, and operational support for BCX’s retail product suite. The role ensures system stability, customer satisfaction, successful project implementation, and continuous product improvement.

Key Responsibilities

Technical Support

• Provide second-line and third-line support for retail product solutions.
• Investigate and resolve customer incidents and service requests.
• Ensure support tickets are addressed within agreed service levels.
• Provide guidance and technical assistance to users and customers.

Troubleshooting and Problem Resolution

• Diagnose and resolve application, system, SQL, and hardware-related issues.
• Analyse system errors and identify root causes.
• Escalate complex technical issues to development teams with comprehensive documentation.
• Maintain detailed records of troubleshooting activities and resolutions.

Project Implementation and System Enhancements

• Participate in planning and implementing new projects.
• Assist with product upgrades, enhancements, and software releases.
• Support deployment activities and post-implementation reviews.
• Ensure smooth transitions during system changes and upgrades.

Testing and Quality Assurance

• Conduct functional and system testing before deployments.
• Verify that solutions meet business and operational requirements.
• Document testing results and identify defects.
• Support user acceptance testing where required.

Documentation and Reporting

• Maintain testing, support, and troubleshooting documentation.
• Ensure documentation complies with operational and audit requirements.
• Create reports relating to incidents, projects, and system performance.
• Keep records updated and accessible for support teams.

Customer and User Support

• Provide product guidance and training support to customers and internal users.
• Improve product understanding and adoption among stakeholders.
• Address customer concerns professionally and efficiently.
• Contribute to customer satisfaction and service excellence.

Continuous Improvement

• Identify recurring system issues and trends.
• Recommend process improvements and product enhancements.
• Contribute to improved system stability and operational efficiency.
• Support innovation initiatives within the product environment.

Collaboration and Compliance

• Work closely with developers, support teams, and business stakeholders.
• Maintain effective communication across departments.
• Adhere to change management procedures and support standards.
• Ensure compliance with operational policies and best practices.

Minimum Requirements

Qualifications

• Grade 12 (Matric) / NQF Level 4
• NQF Level 6 Qualification:
  • Degree, Diploma, or National Diploma in:
    • Information Technology
    • Computer Science
    • Related IT field

Experience

• Minimum of 2–3 years’ experience in:
  • IT support environments
  • SQL support
  • Product setup and implementation
  • Product development support

Advantageous Experience

• Experience with Active Retail Application systems.

Required Skills

Technical Skills

• SQL database support and troubleshooting
• System and application support
• Software testing and quality assurance
• Product implementation
• Incident management
• Documentation and reporting
• IT problem-solving and diagnostics

Functional Competencies

• Customer focus
• Customer service excellence
• Analytical thinking
• Attention to detail
• Creative problem-solving
• Technical expertise

Behavioural Competencies

• Analysing information and solving problems
• Applying technical knowledge effectively
• Writing and reporting accurately
• Delivering results and meeting customer expectations
• Innovation and continuous improvement
• Professional communication and collaboration

Working Environment

• Full-time office-based position in Bloemfontein.
• Candidate must be based in or willing to relocate to Bloemfontein.
• Regular interaction with internal and external stakeholders.
• Exposure to technical support, project implementation, and product management activities.

APPLY NOW:

ALSO SEE: