Global Financial Services Technical Support Specialist

1 month ago

Cape Town, Western Cape, South Africa Xceptor Full time
About Xceptor

Data is at the heart of everything we do: Xceptor is a data manipulation platform designed to source, curate, normalise, validate, repair, and enrich data for reliable and consistent delivery. Our clients trust the data coming out of Xceptor.

We are recognised as an expert in the Financial Services vertical, aligning strongly with Business Users in Middle and Back-Office teams. We enable these users to solve their data challenges by themselves, rather than through a technology-led project.

Our People are subject matter experts. We understand our client's challenges and we've got the experience and knowledge to solve them. Our talented team has a deep understanding of the unique challenges of the industry - we can empathise, engage, and speak the same language as our clients.

Our Vision is to be the leading platform for automating data flows.

Our Mission is to empower business users within Financial Institutions to build automated processes that deliver trusted data.

Our Values were created by our people, and speak to both who we are, and who we aspire to be. Ambition is in our DNA, and we embrace any opportunities ahead. Our curiosity and desire to grow drives us to learn from our customers and those around us. Our people are empowered, accountable, and deliver. We pull together, step up and focus on outcomes. The brilliance of our people makes a positive difference.

This role is for a night shift operating between the hours of 3pm to 12pm SAST. We are passionate about customer service and deal with questions and issues raised by users of our product suite, including over 50 leading financial services institutions. We work directly with the clients as experts on our product and present the friendly, proactive, technical face that is typical of Xceptor.

The Role will be part of an exceptional customer service team, gaining a wide knowledge of the Xceptor platform in order to respond quickly and effectively to issues or questions raised by our customers. We provide 24x7 support, and this role is to support the America daytime zones. Key responsibilities include responding to customer queries, gaining a thorough understanding of the use and deployment of our software, and working with established systems and procedures to ensure successful delivery of technical support.

Key Accountabilities and Responsibilities
  • Responding quickly and effectively to customer queries relating to the functionality of the product, providing technical information and step by step 'how to' guidance.
  • Gaining a thorough understanding of the use and deployment of our software and using this knowledge to respond to customer questions and issues.
  • Working with the established systems and procedures to ensure successful delivery of technical support across a growing customer base, including 24x7 support provision.
  • Ensuring our support obligations are met 100% of the time across our entire customer base.
  • Liaising with international teams, particularly in the UK and APAC, to ensure consistency in approach and the effective handover/hand-back of any ongoing queries.
  • Primarily focused on providing client support across US.
  • Working with the development and delivery teams as part of effective escalation procedures for support incidents that require more in-depth analysis and resolution.
  • Reproducing issues and maintaining support configurations and/or environments, including on Azure.
  • Improving our Knowledge Service; assisting with authoring and maintaining articles, trouble-shooting and how-to guides.

Associated Values and Behaviours
  • Absolute commitment to ensuring an exceptional level of customer experience.
  • Positive, collegiate approach with a 'can do-will do' attitude and a desire to take responsibility for delivery.

Required Education and Experience
  • Relevant and extensive experience of providing customer application support for a global organisation.
  • Good knowledge of running queries in SQL in a relational database.
  • Strong technical skills, ideally being able to read object-orientated language such as C#.
  • Solid understanding of web technologies, ideally with .NET and/or SQL Server experience.
  • Excellent English language, communication and interpersonal skills.
  • Additional nice-to-have:
  • Experience and understanding of using software deployments, such as code check-in/outExperience of managing applications in a cloud system, such as Azure

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