Technical Support Specialist- Financial Services - Johannesburg, South Africa - Smollan Financial Services

Smollan Financial Services

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Responsibilities

Strong diagnostic and problemsolving skills.
Strong attention to detail and process orientation.
Prioritize and escalate complex technical problems to appropriate teams.
Maintain high firstcall resolution rates and user satisfaction levels.
Excellent written and verbal communication abilities.
Customer service orientation with the ability to translate technical issues for nontechnical users.
Build positive engagements with users and create opportunities for exceptional service delivery.
Accountable for maintaining quality, service and outputs related to a work area, ensuring compliance with set policies, procedures, and standards.
Continuous learning mindset; to keep updated on the latest platforms and features.
Contribute ideas to simplify and enhance the user experience on digital platforms.
Continuously update the knowledge base, user guides, FAQs, and support documents.
Collaborate with business and technology teams on new feature rollouts and version upgrades.

Experience

3+ years' experience in enduser technical support role, preferably in Financial Services

- .Previous experience in investment products and working on investment platforms
- .Working knowledge of core technologies like web, mobile, APIs, and cloud platforms will be advantageous
- .Knowledge of investment products such as investment funds, structured products, and asset classes (Desirable)
- .Previous experience working on investment platforms.

Contact centre experience an advantagePrevious experience being a change champion for changes in either technology or culture/behaviour
Platform expertise
Indepth knowledge of the proprietary digital platforms and technologies used. Ability to troubleshoot issues and provide platform investment and/or product guidance
Issue Diagnosis
Strong analytical and problemsolving skills to diagnose technical problems and identify solutions.
Collaborations
Partners well with technology teams and business users to maximise continuous improvements.
Process Orientation: Follows best practices for technical support processes

Behavioural competency
-
Customer Service

Patient, empathetic, and positive service orientation. Focused on user satisfaction
Adaptability
Flexibility in dealing with ambiguity and changing priorities in a dynamic support environment
Learning Agility
Continuously builds knowledge to provide support on the latest platform updates and features
Problem Solving
Tenacious in resolving technical challenges
Attention to detail
Thoroughness and accuracy in work products and when troubleshooting complex issues

Qualifications

Qualification Type: Certificate in Business/Finance/Consumer Behaviour
Bachelor's degree in Investments/Finance/Consumer Behaviour (Desirable)
Academic Type: Business, Commerce and Management Studies
Academic Sub-Type: Generic Management
NQF: NQF Level 05

Salary:
Up to R15,000.00 per month

Application Question(s):
- do you have a Certificate in Business/Finance/Consumer Behaviour?

Education: