Junior Service Delivery Analyst

2 weeks ago


Cape Town, South Africa Vera Solutions Full time

Location: Cape Town
- Base Salary: R382,600 per year
- Check out our values-driven benefits below
- Join our innovative, global team using technology to transform the way the social sector engages with data. We run on passion, blending diverse skill sets and experiences with a collective mission to help organizations tackle challenges and achieve greater impact. We encourage all staff to push their own boundaries and drive the company in exciting new directions. As a social enterprise, we reinvest a majority of our profits in our growth and continued pursuit of our mission and vision.

**Position Overview**:
The Junior Service Delivery Analyst will be part of our growing Service Delivery team at Vera Solutions. This is a unique position where you will have the opportunity to uplift customer experience by troubleshooting for client systems and product issues. This position is a highly collaborative one where you would work both internally and externally with clients. This will provide you with a valuable experience of understanding Vera’s culture, the teams, product and most importantly our clients.

You’ll join as part of Vera’s 2023-24 Fellowship cohort, providing you with a support network to ensure accelerated growth, ongoing learning opportunities, leadership development, and mentorship from leaders within Vera.

**Primary Responsibilities**:

- Lead charge for Product queries and issues from clients and maintaining standard SLA for client responses
- Assist Service Delivery Analysts on Managed Services
- Execute miscellaneous tasks assigned by Service Delivery Manager
- Communicate regular status updates on open client tickets maintaining standard SLA
- Develop deep expertise on core product features and functionality to help with issue troubleshooting and resolution
- Drive communication and engagement with clients
- Escalate tickets that require product or development expertise to appropriate team members
- Monitor and report on product quality, adoption and user feedback throughout customer’s lifecycle

**Qualifications and Experience**:
**Essential**:

- Demonstrate interest in Social Impact space.
- 0-2 years of professional experience
- 0-2 years of experience working for a SaaS product
- 0-2 year of experience working on either Products or Customer Facing teams
- 1-2 years of Project Coordination and/or Management experience
- Salesforce Associate certification (desirable)
- Strong aptitude for technology and data
- Curiosity and problem solving skills
- Excellent written and verbal communication skills (English)
- Client relationship management skills
- Detail-oriented; efficient with excellent multitasking and organizational skills
- Collaborative spirit; consistent desire to learn, improve and grow

**Onboarding & Training**:
**Compensation & Benefits**:
Vera Solutions offers competitive compensation (including benefits), commensurate with experience and cost of living.

**Paid Time Off**:
38 days of paid leave each year, including local and company-wide holidays and a December break.

**Health Care**:
Vera covers 100% of medical, dental, and visual plan premiums.

**Phantom Equity**:
All staff participate in Vera’s phantom equity plan.

**Wellness Leave**:
We do not cap sick leave. If you’re sick, we hope you get better

**Retirement**:
Vera offers a retirement plan and contribution matching to all of its staff.

**Getaway Benefit**:
An annual stipend to spend on travel and physical, emotional, and mental well-being.

**Student Loans**:
To help employees with outstanding student loans, Vera offers a Student Loan Benefit.

**Child Benefit**:
In addition to robust paid parental leave, Vera assists with the costs of child care.

**How to Apply**:


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