Technical Success Analyst

4 weeks ago

Cape Town, South Africa Voyc Full time

68% of customers do not trust their providers of financial services, whether it be buying a car on finance or getting that car insured. Similar effects are in play in other segments of the Financial Services sector.

Our mission at Voyc is to help build trust in financial services.

To explain how we do this, we'd like you to meet Tim, the CEO of a Car Finance lender in the UK. Tim has 100 employees, 80 of whom talk to customers daily and Tim’s company has a huge compliance problem. At any moment, the regulator can ask Tim to prove he treats his customers fairly.

To do this, he and his industry colleagues spend $21bn a year to hire quality assurance assessors like Laura, who go through calls and identify risks. Unfortunately, they can only go through 1-2% of interactions, leaving 99% unchecked.

That's where Voyc comes in; our cutting-edge AI-powered call monitoring software helps Laura and her team monitor 100% of their calls, spend 30% less time listening to calls and achieve 99% regulatory compliance.

How we at Voyc do that is we score 100% of the calls and rank them based on risk. We then kick off alerts and workflows to ensure the risk is mitigated either by training the agent or calling the customer back, and we then provide the data that Tim needs to show the regulator that he is compliant.

We are growing 3x per year in the UK with over 80 finance companies and are now monitoring over 100 calls a minute. To support this expansion and ensure our clients' ongoing success, we are looking for a Technical success analyst.

Job Description

A Technical Success Analyst (TSA) is a customer-facing role responsible for ensuring the successful implementation and adoption of Voyc by its customers. The selected TSA will work closely with customers to understand their technical needs and ensure they can fully utilise Voyc's system to achieve their business goals.

Responsibilities

- Partner with Technical Success Manager to ensure client success from onboarding to continued adoption of the platform
- Customise reports, insights, and design solutions tailored to customer use cases and needs
- Partner with customers in configuring out of the box integrations
- Actively working as a technical advisor for any queries related to either out of the box or custom solutions
- Successfully translate customer pains/requirements to proposed solutions and implement the proposed solutions
- Leveraging on Voyc's specialised knowledge and skills to alleviate pressure on customers
- Understanding customer internal processes in detail and seek for improvement and optimizations in the provided solution
- Building applications and/or scripts to enhance customer experience
- Documentation of features for end-users
- Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Share feature requests and effective workarounds with team members
- Effectively communicate client needs to our developer teams for future product enhancement

Key Performance Indicators

- Number of Queries Handled: Ensure effective and consistent management of customer inquiries through Intercom.

- Time to Resolution: Maintain prompt and helpful responses to customer inquiries.

Requirements

- Understanding of complex enterprise solutions
- Familiar with SaaS technologies
- Understanding of APIs
- Ability to forge strong, long-lasting relationships with customer
- Ability to creatively explain and present complex concepts in an easy-to-understand manner
- Solid technical background with understanding and/or hands-on experience in data integrations
- Curious and proactive in nature
- Passionate about making customers successful
- Great report writing (story telling)
- Strong analytical, problem-solving, and communication skills
- The ability to work independently and manage multiple projects at the same time
- BA/BS degree or equivalent, preferably in Computer Science

Benefits

As well as the opportunity to learn and expand your skills while making the world a better place, working at Voyc offers the following

- A market-related salary
- Caring, growth-focused team culture
- Flexible working hours
- Remote work
- Forward-thinking leave policies
- Company-sponsored lunches, travel and learning opportunities
- An inclusive & representative workplace

Company Values

- Playing to win
- Putting people over everything
- Driving results
- Pursuing Knowledge
- Working together

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