A client-centric and highly analytical Solution Support Specialist with a knack for troubleshooting is sought by a fast-paced FinTech company. Your core role will be to effectively resolve clients’ technical issues while logging and managing support tasks and performing in-depth analysis of issues. You will require a BSc Degree in Computer Science/Mathematics/Engineering or other Informatics-related field, experience in a similar role, Data Cleaning/Integrity Checking, creating Excel reports, Iterative testing including debugging and refactoring & strong analysis and troubleshooting skills.
Ensure daily client data processing occurs successfully.
Review errors and reprocess data within the agreed SLA.
Answer client support requests using the organisations support desk tool. This may be via multiple channels including email, telephone or instant messaging.
Assist in the release management process, making sure that clients are on the latest versions of software. This entails communication with the client, internal testing, UAT and ensuing any issues are resolved before the release is live in the client environment.
Automate and enhance “start of business” checks for all client solutions. The objective of this automation is to ensure issues are proactively identified and resolved before they impact a client.
Document support task progress and technical details throughout the support task lifecycle.
Use creative trouble shooting and problem-solving skills to help solve client issues.
Follow up with clients to verify solutions are successful and drive client satisfaction.
Escalate complex issues to the Support Desk Manager in a timely manner with appropriate details captured.
Document problem solutions in the company knowledge base.
Participate in recurring support review meetings, presenting challenging support cases and new ideas to support them. Impress clients with your empathy, professionalism, responsiveness, technical ability and attention to detail, representing the company brand.
Be a strong client advocate, building trust and relationships with clients.
BSc Degree in Computer Science, B.IT or Informatics, Mathematics, Applied Mathematics, Actuarial Science or an Engineering.
1+ Years’ working experience in a technical support environment.
Data Cleaning / Integrity Checking.
Strong analytical and troubleshooting abilities.
Experience of creating reports using Excel or equivalent.
Iterative testing including debugging and refactoring.
Basic network and IT infrastructure environment knowledge.
Information and technology services.
Client centric / strong client advocate.
A passion to learn and extend knowledge outside of the work sphere.
Excels at problem solving (core to the role).
The ability to self-manage and self-motivate.
Able to communicate clearly with clients and the team.
A team player.
Adaptable and proactive.
Good attention to detail.
Able to efficiently and effectively plan and structure tasks.
Execute assignments against deadlines.
Thrive in an agile environment.
Comfortable working in a fast-paced environment with multiple stakeholders.
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
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