Graduate Product Support Analyst

2 weeks ago


Johannesburg, South Africa Iress Full time
Job title : Graduate Product Support AnalystJob Location : Gauteng, JohannesburgDeadline : December 15, 2024Quick Recommended Links
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Accountabilities & Deliverables

Client Support and Query Resolution:

  • Learn to provide first-line support by addressing client inquiries and troubleshooting product-related issues.
  • Develop skills to manage client relationships by maintaining clear and professional communication.
  • Use the company’s ticketing system to log, track, and document support cases accurately.

Technical Learning and Problem Management:

  • Participate in hands-on training sessions to build your understanding of our trading and market data products.
  • Learn to perform basic root cause analysis, escalating unresolved issues to senior team members when needed.
  • Collaborate with internal teams, such as Product, Engineering, and Implementation, to work on client issues and learn the product suite.

Documentation and Process Improvement:

  • Assist in creating and updating support documentation, FAQs, and troubleshooting guides.
  • Participate in team discussions to understand feedback from clients and suggest improvements to enhance support processes.

Team Collaboration:

  • Work closely with team members to meet support team goals, including client satisfaction and timely issue resolution.
  • Attend cross-functional meetings to learn about product updates, ongoing client feedback, and any enhancements or changes.

Qualifications and Certifications

  • Bachelor’s degree in Computer Science, Information Technology, Business, or a related field (required)
  • Demonstrated interest and foundational understanding of financial services, trading, and market data (preferred)

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