Operations Support Analyst

2 hours ago

Cape Town, Western Cape, South Africa Initiate International Full time
Job Description

Initiate International is seeking a skilled Operation Support Analyst to join its dynamic team in Cape Town, South Africa. As an Operation Support Analyst, you will play a pivotal role in delivering best-in-class payment services by providing prompt and accurate support to customers, partners, and internal stakeholders.

The successful candidate will work alongside a team of Customer Support Agents, Operations Support Technicians, Engineers, and support management to exceed customer expectations and meet service-level agreements. Technical and analytical skills will be crucial in ensuring the timely and effective resolution of requests.

Your Key Responsibilities
  • Assist customers, partners, and internal stakeholders through various communication channels, including email, chat, and service management platforms.
  • Promptly acknowledge and resolve customer requests according to priority and within defined service level agreements.
  • Follow standard operating procedures, utilizing knowledge base articles, internal documentation, and training resources to resolve requests.
  • Support ongoing service operations by monitoring and managing vendor services, reconciling transactions and subscription accounts, and handling offline refund processing.
  • Provide professional, courteous, and efficient service, exceeding customer expectations.
  • Collaborate with the Customer Support team, offering expertise and assistance for ad-hoc or complex cases.
  • Escalate advanced or ad-hoc requests to higher-level tiers or other internal teams when necessary.
  • Contribute to the maintenance of accurate knowledge bases and standard operating procedures, integrating insights from support case resolutions to enhance overall knowledge.
  • Utilize analysis and information retrieval tools to gather, analyze, troubleshoot, and resolve customer requests.
  • Develop and maintain a comprehensive understanding of products, services, programs, and customer requirements.
Requirements
  • Higher education, such as a bachelor's degree, or equivalent work experience.
  • Minimum of 2 years' experience in customer-facing support roles, such as customer support, customer success, help desk, or technical support.
  • Proficiency in online electronic payment processing, including transaction troubleshooting and familiarity with e-commerce environments.
  • Familiarity with service management tools like Zendesk, Jira Service Management, or ServiceNow.
  • Strong data analysis skills, including working with relational databases, data visualization, Microsoft Excel data analysis tools (including Pivot tables), and statistical analysis.
  • Working knowledge of websites, web applications, and mobile applications, including APIs.
  • Excellent critical thinking and analytical skills, enabling effective problem-solving and decision-making.
  • Ability to thrive under pressure while maintaining professionalism.
  • Excellent multitasking abilities and the capacity to make real-time decisions in a fast-paced, high-volume environment.
  • Eagerness to learn and grow, particularly in technical areas.
  • Self-motivation, initiative, and accountability in handling responsibilities and tasks.
  • Effective collaboration skills, both in individual and team-oriented settings, with active participation.
  • Flexibility in working hours, as occasional work outside of traditional office hours may be required to serve a global customer base.

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