Operations Support Analyst

6 months ago

Cape Town, South Africa Initiate International Full time
Job Description
Operation Support Analyst in Cape Town, South Africa

Are you ready to elevate your career with an exciting opportunity in the heart of Cape Town? A dedicated and skilled Operation Support Analyst is needed to join a dynamic team. If you are passionate about providing top-notch support and have a knack for problem-solving, this role is perfect for you

As an Operation Support Analyst in Cape Town, the successful candidate will play a pivotal role in delivering best-in-class payment services by providing prompt and accurate support to customers, partners, and internal stakeholders. Working alongside a team of Customer Support Agents, Operations Support Technicians, Engineers, and support management, the role involves exceeding customer expectations and meeting service-level agreements. Technical and analytical skills will be crucial in ensuring the timely and effective resolution of requests.

Your key job responsibilities as the Operation Support Analyst in Cape Town, South Africa will include:
  • 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.

RequirementsRequirements for this Operation Support Analyst job in Cape Town, South Africa:
  • 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.

If you embody these qualifications and are ready to join a team committed to excellence, apply and become part of a journey in delivering outstanding support. Take the next step in your career and apply today



Requirements
Customer Support, Technical Support, Problem-solving, Communication (Email, Chat), Service Management Tools (Zendesk, Jira, ServiceNow), Data Analysis, Transaction Troubleshooting, E-commerce Familiarity, Critical Thinking, Multitasking, Knowledge Base Utilization, API Knowledge, Collaboration, Professionalism Under Pressure, Flexibility in Working Hours

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