ENVIRONMENT: A dynamic Financial Services Group seeks an Operational & Technical Support Specialist with a CAN-DO attitude whos passionate about serving customers, relentless at trying to find the root cause of a problem to fill a 12-Month Contract role. Your core role is offering Technical Support, listening to customers and partners needs, understanding their current context and finding effective solutions. You will consolidate client service experience feedback from various sources and support the implementation and testing of features, process changes and other mechanisms that can improve the servicing of customers.
Please note this is an Employment Equity position. DUTIES: Support system escalations and exceptions related to Wealth Bonus processing from servicing agents, product partner technical teams or wider enterprise teams. Identify system issues or – discrepancies and work with the internal team and 3rd party vendors to coordinate resolution thereof.
Manage escalations of issues to the relevant stakeholders if resolutions are not resolved in agreed SLAs. Collaborate with and between the various teams to identify and prioritise new features to be included in the product roadmap. Assist with testing of new development and hotfixes.
Work collaboratively with multiple teams to resolve issues that extend beyond just the technology solution. Compile reporting focusing on continuous improvement of the systems and process of the operations team including service quality monitoring and recovery and complaints management. Provide reporting to all relevant distribution partners.
Respond to all ad-hoc requests which arises from our servicing, product partner technical and enterprise teams. Pro-actively look at efficiencies in the existing processes. REQUIREMENTS: Grade 12 / Matric Certificate.
Minimum of 2 years experience in Technical Support, Process Improvement or Product Management, Business Analysis and / or completion of qualification(s) / certification(s) in these fields. Strong planning and organisational skills to balance and prioritise workload. Excellent and clear written and verbal communication skills (Bonus if you can speak an African language).
You are comfortable with using technology, learning how to use new apps, software and tools is something you enjoy. Ability to work shifts (if required and with reasonable notice). ATTRIBUTES: A fast learner with a passion for keeping track of the details that matter.
Creative problem solver with the ability to investigate problems systematically. Results-oriented with the ability to multi-task effectively. Team player capable of working cross-functionally.
Willingness to extend yourself and assist other team members. Natural ability to empathise, listen attentively and understand complex situations. A large part of work is done remotely, so a lot of value is placed on effective communication.
Our work is never done, and sometimes the goal posts change more than wed like, so adaptability, empathy and proactivity are a must. Personal accountability and the drive to constantly improve. 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.
COMMENTS: When applying for jobs, ensure that you have the minimum job requirements. Only SA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence.
Please e-mail a word copy of your CV to taryndatafin.com and mention the reference numbers of the jobs. We have a list of jobs on http://www.
datafin.com . Datafin IT Recruitment – Cape Town Jobs.
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