Technical Support Specialist- Financial Services

6 months ago

Johannesburg, South Africa Smollan Financial Services Full time

**Responsibilities**
- Strong diagnostic and problem-solving skills.
- Strong attention to detail and process orientation.
- Prioritize and escalate complex technical problems to appropriate teams.
- Maintain high first-call resolution rates and user satisfaction levels.
- Excellent written and verbal communication abilities.
- Customer service orientation with the ability to translate technical issues for non-technical users.
- Build positive engagements with users and create opportunities for exceptional service delivery.
- Accountable for maintaining quality, service and outputs related to a work area, ensuring compliance with set policies, procedures, and standards.
- Continuous learning mindset; to keep updated on the latest platforms and features.
- Contribute ideas to simplify and enhance the user experience on digital platforms.
- Continuously update the knowledge base, user guides, FAQs, and support documents.
- Collaborate with business and technology teams on new feature rollouts and version upgrades.

**Experience**
- 3+ years’ experience in end-user technical support role, preferably in Financial Services
- .Previous experience in investment products and working on investment platforms
- .Working knowledge of core technologies like web, mobile, APIs, and cloud platforms will be advantageous
- .Knowledge of investment products such as investment funds, structured products, and asset classes (Desirable)
- .Previous experience working on investment platforms.
- Contact centre experience an advantagePrevious experience being a change champion for changes in either technology or culture/behaviour
- Platform expertise
- In-depth knowledge of the proprietary digital platforms and technologies used. Ability to troubleshoot issues and provide platform investment and/or product guidance
- Issue Diagnosis
- Strong analytical and problem-solving skills to diagnose technical problems and identify solutions.
- Collaborations
- Partners well with technology teams and business users to maximise continuous improvements.
- Process Orientation: Follows best practices for technical support processes

**Behavioural competency**
- **C**ustomer Service
- Patient, empathetic, and positive service orientation. Focused on user satisfaction
- Adaptability
- Flexibility in dealing with ambiguity and changing priorities in a dynamic support environment
- Learning Agility
- Continuously builds knowledge to provide support on the latest platform updates and features
- Problem Solving
- Tenacious in resolving technical challenges
- Attention to detail
- Thoroughness and accuracy in work products and when troubleshooting complex issues

**Qualifications**
- Qualification Type: Certificate in Business/Finance/Consumer Behaviour
- Bachelor’s degree in Investments/Finance/Consumer Behaviour (Desirable)
- Academic Type: Business, Commerce and Management Studies
- Academic Sub-Type: Generic Management
- NQF: NQF Level 05

**Salary**: Up to R15,000.00 per month

Application Question(s):

- do you have a Certificate in Business/Finance/Consumer Behaviour?

**Education**:

- Certificate (required)

**Experience**:

- end-user tech support role in Financial Services: 3 years (required)

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