1st Line Support Specialist - FTC at Weaver Fintech Ltd

Role Overview

• As a 1st Line Support Specialist, you are the first voice our customers hear — and the first problem-solver they meet. You’ll handle inbound queries across live chat and email, resolving the majority of issues independently while knowing exactly when and how to escalate. This is a fast-paced, customer-facing role that requires clear communication, genuine empathy, and the technical confidence to guide customers through common mobile and account issues.
• Beyond resolving individual queries, you’ll play a key role in spotting patterns — flagging recurring issues, emerging trends, and customer pain points that feed valuable product and network insights back to the broader team. Your frontline perspective helps shape how we improve.

Scope

• This role covers PayJustNow and MVNO / PJN Mobile customer support operations, including inbound live chat and email query resolution, escalation management, CRM record-keeping, and frontline issue identification.
• The role requires sound knowledge of mobile self-service flows, billing processes, and customer communication standards to deliver a consistent, high-quality support experience.

Key Responsibilities

Live Chat Support

• Respond to inbound chat sessions within a 2-minute first-response SLA.
• Handle multiple concurrent chats (typically 3–4) while maintaining quality and accuracy.
• Greet customers by name, verify identity, and resolve queries independently where possible.
• Use pre-approved quick-reply templates to maintain fast, consistent response times.
• Never close a chat without the customer’s issue being fully resolved or clearly escalated.

Email Support

• Acknowledge all inbound emails within 1 hour during business hours and fully resolve or escalate within 24 hours.
• Handle Pay Just Now transaction queries, billing disputes, account verification, refund requests, and general product questions.
• Always give the customer a clear next step — confirm what has been escalated and by when.
• Log every interaction in the CRM with issue type, resolution, and outcome — tag correctly for reporting.

Common Query Types You’ll Own

• Balance enquiries — guide via *135# or app (airtime, data, voice, SMS).
• Bundle activation, top-up, and voucher redemption assistance.
• Data not working — APN troubleshooting, SIM re-seat, and device restart guidance.
• Depletion alerts, opt-out requests, and out-of-bundle usage queries.
• Please Call Me, voicemail setup (dial 132), and USSD session issues.
• Airtime from banking app not received — escalate with MSISDN and bank reference number.
• Number porting queries, RICA verification, and account management requests.

Escalation Management

• Know exactly what to own and what to escalate — never escalate without the full customer context (MSISDN, issue timeline, steps already taken, and any reference numbers).
• Escalate to 2nd Line / Technical team for SIM registration failures, persistent data issues, network anomalies, or unresolvable USSD errors.
• Escalate to Billing / Finance for refund requests, unexplained deductions, or Pay Just Now payment mismatches.
• Flag recurring issues to the team lead immediately — five customers reporting the same issue in a shift is an incident, not individual queries.

About You

• 1–2 years of experience in a customer-facing support role; telecoms or fintech experience is a strong advantage.
• Excellent written communication — clear, warm, and on-brand across chat and email.
• Able to stay calm and solution-focused under pressure in a fast-paced environment.
• Comfortable working with USSD menus, basic APN settings, and mobile network concepts.
• Highly organised — you log every interaction, flag recurring issues, and keep your CRM records clean and accurate.
• A collaborative team player who contributes to the knowledge base and shares what they learn

Core Strengths

• Strong interpersonal and written communication skills
• Practical troubleshooting ability for common mobile and account issues
• Familiarity with CRM tools, ticketing systems, and support workflows
• Customer-centric mindset with a genuine desire to resolve and improve
• Pattern recognition — able to identify and escalate recurring issues before they become incidents

What We Offer

• The opportunity to work across two of South Africa’s most exciting fintech brands.
• A collaborative environment that encourages growth, learning, and contribution.
• A clear progression path — high performers are supported to move into 2nd line technical or specialist roles.
• Hybrid work model with autonomy and flexibility.
• Competitive compensation and benefits within a purpose-led, growth-focused organisation.