Digital Support Agent

3 weeks ago

Centurion, South Africa Momentum Life Full time

**Introduction**
- Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.**Role Purpose**
- The role of this Digital Support Agent is to provide technical software support to users of the Momentum Engagement platforms such as momentum.co.za, the VIA suite and the Momentum client and adviser mobile apps.**Requirements**:
**Experience**
- At least two years' experience in a technical Helpdesk /Contact Centre environment
- At least two years' experience in an IT/Technical software support
- Experience in the Financial Services industry

**Preferred System Exposure**:

- Inbound/Outbound Telephony Systems (Euphoria preferred).
- Helpdesk Incident Management Software (Freshdesk and Jira preferred).
- Momentum's Line of Products.
- Client systems (Client Facing Websites and Mobile Applications Support).

**Qualifications**
- Minimum qualifications:

- Grade 12 /Matric qualification.
- Relevant IT qualification.
- ITIL Foundation V3/V4 preferred.

**Duties & Responsibilities**
- Provide excellent service to the users of the Momentum Engagement platforms including clients, advisers, internal employees and Channel management by:
- Resolving first-line technical software support queries of users of the Momentum Engagement platforms, according to expected standards of service delivery and within agreed SLAs:

- Displaying excellent verbal and written communication
- Accurately logging details of the queries as per the defined Problem management process to enable record keeping and trend analysis of
- Performing the required trouble-shooting with the aim for first call resolution of
- Escalating complex queries to second-line support when necessary, with the required details to enable further problem

Contribute to a positive work climate and culture by:

- Arriving for shifts punctually and managing time
- Contributing to a self-managed team environment with a can-do attitude to ensure team goals and service targets are
- Striving for first time query resolution within required SLAs and
- Working with Operational Support analysts on escalated

Identifying opportunities to increase operational efficiency in the Support Manage own performance and development by:

- Successfully completing ongoing training required to maintain service
- Displaying team work and collaborating with team members to maintain operational
- Pro-actively providing feedback to Operational Support and/or Team management where
- Creating and following a Personal Development Plan enabling future career

**Competencies**
- Problem solving and solutions implementer
- Leads change and innovation
- Collaboration
- Self-development
- Self-starter
- Strategic thinker
- Business knowledge
- Growing talent
- Teamwork and cooperation
- Attention to detail
- Results driven

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