Support Specialist
2 weeks ago
- Market
- Related Annually Basic Salary
Purpose Statement:
- Coordinate, investigate and provide timely feedback on incoming E-Channels related queries received from the Business Support Centre (BSC) and Complaint Management to the requesting party with the guidance of the E
- Channels.
- Log and track E-Channels incidents on Jira.
- Oversee small system and/or operational improvements resulting from user and client queries.
Experience (Minimum):
Years proven experience in providing technical support to departments dealing with client queries
- Ideally have understanding and working experience of SQL to look up and correlate databases
- Escalation processing, Isolation and Problem solving
- Report writing
- Provides feedback daily to junior and senior management levels
- Handling helpdesk by taking and escalating calls
- Understanding finance industry background working with helpdesk environment
- Basic understanding of CRM, accounts systems, integration, understanding middleware
- Understanding incident management tool g., ITSM.
Qualifications (Minimum):
- Grade 12 National Certificate / Vocational
Knowledge (Minimum):
Must have working knowledge of:
- IT systems development processes
- Formal report writing
- Trend Analysis
- Strack
(Ideal or Preferred):
Ideal Working knowledge of:
- Mobile Banking App support (USSD, Internet Banking, Banking App on mobile Devices)
- Previous experience working with ELK stack and Kibana, Jira
- SQL, proven experience (basic)
Skills:
- Communications Skills
- Interpersonal & Relationship management Skills
- Analytical Skills
- Problem solving skills
- Attention to Detail
- For more information please contact:
- Bianca Burger
-
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