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.


Desired Skills:
? Proficiency in communicating issues and solutions to both technical and non-technical audience (verbal and written).
? Highly developed sense of integrity and commitment to customer satisfaction.
? Technical troubleshooting skills.
? Possess a sense of urgency and maintain stress awareness/management
? Proactive and Accountable
? Ability to multitask while being attentive to the customer
? Strong decision making and analytical abilities
? Attention to detail
? Possess a strong work ethic and team player mentality.
? Readily accepts feedback, mentoring, and coaching.
? Ability to work independently and within a team
? Strong time-management skills.


? 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

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