Command Centre Operator

7 months ago

Stellenbosch, South Africa Entersekt Full time

**Why Entersekt**

Founded over 11 years ago, with more recent investments from Accel-KKR, Entersekt is a leader in mobile authentication, mobile app security, and payments enablement technology, offering highly scalable products with a track record of success across multiple continents.

Entersekt enables secure digital transactions for leading financial institutions globally. We exist to create a world where everyone can transact digitally without fear or compromise. Currently, we protect the digital transactions of over 67 million active users on our platform and hold over 60 registered patents that recognize innovation in digital security, payments, and user experience. Entersekt offers their customers secure authentication and digital payments experiences that removes unnecessary friction. Entersekt has invested in, and created, a diverse product portfolio that positions the company well to execute on its expansion in North America and European markets.

At Entersekt, we are working on building an extraordinary customer experience, and we are looking for exceptional people to help us realize that vision. You will join an established support structure contributing towards supporting our adapting service solution to the global market.

Entersekt is a global leader in our domain, so we set the bar high.

**The Role**

You'll learn how to log, assign, and update support queries to a team of engineers. You will need to have excellent attention to detail as you'll be responsible for passing on answers to some very technical questions.

**Responsibilities**
- Supporting our proprietary products and solutions.
- Escalating cases and incidents from regions and territories.
- Assisting with information and housekeeping of hot issues and system-wide incidents to closure.
- Acting as an escalation and coordination point for regional teams and internal stakeholders.
- Engaging cross-functional stakeholders and coordinating resolution of issues.
- Assisting with process development and workshopping of problems and challenges.
- Mentoring and coaching of other Support team members and driving queries to resolution.
- Attending of development and other meetings requiring Support input.
- Working with Governance Team members to relay updates and positions.
- Making use of a Knowledge Base to get answers quickly.
- Execution of various first-line tasks.
- Proactive monitoring of dashboards.
- Completing tasks as per shift schedule.
- Ensuring escalation is routed promptly with mínimal downtime.
- First-line troubleshooting and problem-solving.

**Skills and Experience**
- A qualification or working towards a qualification in software, engineering, or IT.
- Exceptional attention to detail.
- Ability to learn new technologies quickly.
- Experience in payments would be advantageous (beneficial).
- Exposure to financial services or telecommunications industries (beneficial).
- Experience in the use of Incident Management tools and systems (for example Jira, MS CRM, SysAid, Fresh Service, etc.).
- Experience in the use of Infrastructure Monitoring tools and systems (for example, Solar Winds, Zabbix, Grafana, etc.).
- Overall understanding of IT infrastructure and networking, including mobile networks and devices.
- Overall understanding of cloud and virtual environments, for example AWS and VMware.
- Awareness of Software-as-a-Service (SaaS) and general industry standards.
- AWS-aware with some experience and or exposure to current industry standards.
- Have a "customer-first" approach to delivery.

**Application Requirements**
- Applicants must have a valid Matric certificate.
- Driver's license and/or reliable transportation (beneficial).
- Must be a South African citizen.
- Have a diploma or working towards a competency in IT.

**Personality Attributes**
- Attention to detail, systematic approach to problem-solving.
- Professional attitude and behavior, as well as customer focus.
- Excellent written and verbal communication skills, with an emphasis on confidence, flexibility, and professionalism - this is key to this position.
- Ability to build relationships with both customers and colleagues.
- Strong interest in self-improvement and further studies.
- Ability to own and drive special and ad-hoc projects as assigned by management.
- Self-motivated with strong team spirit.
- Sense of ownership and accountability for tasks assigned.
- Enthusiastic about technology.

We place a lot of value on how we treat prospective employees and appreciate the time and effort that goes into job hunting. That is why we aim to keep the hiring process as quick and seamless as possible while ensuring the best possible fit for both you and the company.

Working at Entersekt is truly a dream. You get exposed to cutting-edge technology, colleagues who are leaders in their fields, and an awesome working environment that includes flexible hours, remote work, and plenty of growth opportunities.

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