ONLINE SUPPORT (PLATFORM) TEAM
Summary and Primary Objectives
The team is responsible for ensuring that online/platform requirements are fulfilled by monitoring the various services provided by external providers to the business
The role is mainly concerned with:
- ensuring uptime for the various services/offerings that we provide to our customers
- resolving issues encountered or reported as it relates to the above mentioned services/offerings
Scope of work: Technical Duties and Activities
- Health checks
- Ensuring uptime for services
- Liaise with/conduct investigations with providers regarding issues encountered with their services, drive the issue to completion
- Keep relevant teams (internal, external) updated as required
- Checking and confirming transactions
- Investigating issues with transactions
- Using available reporting and data (via back-office, portals etc.) to assist in investigations
- KYC (Know Your Customer) processes to be followed
- New customer account verification
- Customer administration
- Competitor analysis
- Testing of new products, features, functionality etc.
- Assisting with driving user/staff adoption for new tech products (internally)
- Assisting with driving customer adoption for new services and offerings etc.
- Assist with promotional tasks
- Make suggestions and recommendations on how the business can improve promotions
- Provide support for management when specific information/data is requested
- Compiling/contributing to documentation when required
- Compiling and maintaining SOP’s (process documents) and troubleshooting guides
Qualifications and Extra requirements
- Diploma in any related field
- Minimum one (1) year experience in a technical support role
- Must be computer-literate
- Must understand how to use software applications, reporting tools, back-office portals etc. on desktop or mobile devices
- Understand the concept of providing support to the business and customers alike
- Understand the concept of customer service
- Ability to think and interact logically
- Ability to work in a team
- Ability to work under pressure and to tight deadlines
- Willing to assist with additional tasks as required by the business
- Ability to effectively interface with technical teams (internal and external)
- Pro-active self-learner
- Good interpersonal and communication skills
- Good judgement skills
- Good problem solving skills
- Behavioral traits such as attitude, motivation and time management should be present
Interested parties who meet the above criteria are to submit their CV to apply@jobsportal-career.com by no later than close of business on Friday 12th April 2024. Only shortlisted candidates will be contacted for interviews.
If an applicant has not received a response by close of business on Friday 26th April, please consider the application as unsuccessful.
Terms and condition apply.
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