Perks
• Working as a part of a small, but global company
• Flexible shifts for traffic
• Table tennis
• Free lunch
• Free snacks
• 20 days standard leave

Minimum Requirements:
• Grade 12, post-matric qualification advantageous.
• Minimum 2+ years’ experience in a Technical Support position or similar within an IT operations environment
• Previous experience working in the Banking or Financial Technology industry.
• Valid driver’s licence and own transport essential.
• Excellent written and verbal communication skills in English.
• Willing to work flexible schedule and occasional overtime when needed.

Working Hours :
• Technical Support will be required to work on a rotating shift basis.

Duties and Responsibilities:
• Maintain customer service levels
• Provide prompt, courteous service to all external and internal customers
• Assisting merchants with general queries, answer customer inquiries/communications as required.
• Assist any individual contacting the service desk.
• Resolve and remedy customer complaints
• Resolve queries via telephone, and email correspondence.
• Must be able to troubleshoot errors/issues reported before escalating further.
• Follow and execute support protocol for escalation.
• Assist merchants and developers with implementation queries.
• Attracts potential customers by answering product and service questions
• Assist internal staff with support related queries.
• Provide Second Line Support to partners.
• Contributes ideas and suggestions to improve on service delivery.
• Responsible for actively ensuring the retention customer base.
• Collaborates with other departments to resolve problems, facilitate solutions and enhance customer service delivery.
• Attends regular customer service departmental meetings.
• Adheres to all company policies, procedures and guidelines.
• Use all available resources to resolve or escalate customer incidents per established guidelines, processes, and service level agreements.
• Identify recurring incidents and trends, and escalate appropriately.
• Monitor for problems, taking immediate action where possible and escalating when required.
• Perform, organize, and streamline operational tasks to reduce the potential for errors.
• Ensure knowledge base is kept up to date.
• Contribute toward/lead continuous improvement efforts/initiatives.
• Performs other related duties as assigned by management.
• Continuously learning and improving on product and job knowledge in order to deliver service excellence.
• Keeping abreast with changes and updates to company’s product and services