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Job Title
Technical Support Specialist
Position: Permanent
Location: Sandton, Gauteng
Job ID: TSS01
Applications: 0

Job Description

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.
  • 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

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