Partner Support Analyst Company NameMFS Africa at MFS Africa

We seek a self-motivated and energetic Partner Support Analyst. They will work with the Head of Partner Support and other Analysts to resolve general back office customer calls & technical issues reported by our partners and to ensure that support calls and help desk tickets are dealt with promptly and appropriately. Further to this, they will participate in the continuous learning of the organization through documenting novel issues and appropriate steps for their resolution.

The Partner Support Analysts should have experience in Telco/ICT customer support environments. They will be required to provide valuable input into the improvement of services through network & service monitoring and to proactively problem-solve to avoid similar issues re-occurring by applying best-practice when resolving customer issues. They will work closely with the team of current Partner Support Analysts in customer-query management and issue resolution.

The position will be based in Sandton, Johannesburg.

The duties and responsibilities of the role will be as follows

• Responding to calls and tickets logged through the MFS Africa ticketing system
• Consulting system logs to investigate issues described in tickets
• Liaising between Partner Support Analysts, Team Leader, and Head of Partner Support to resolve issues and provide excellent service to partners
• Documenting issue resolution to contribute to department reference and training materials

Requirements
Skills and Competencies

• Self-starter with natural curiosity for constant service improvement
• Fluency in English and French (written and oral) is highly advantageous
• Ability to multitask in an environment with shifting priorities
• Ability to work autonomously in a highly demanding environment
• Solution oriented with solid problem-solving ability
• Strong bias towards action
• Willingness to perform at a level that exceeds expectation
• Ability to undertake their role with the highest level of integrity

Qualifications And Experience

• Diploma/Bachelor’s degree in a relevant field
• Certification in customer care-related courses is an advantage
• Previous experience on the use of various service desk tools
• Advanced technical help-desk experience, with network monitoring tools and methodologies advantageous
• 1 – 3 years of experience in a technical customer support role
• Have the right to work in South Africa (citizen, permanent resident or valid work permit holder)

Benefits

• We are highly innovative and were ranked by Fast Company as one of the most innovative companies in the world
• We work at the very cutting edge of fintech in Africa
• We solve relevant problems for Africa and the world, and are building the MFS Africa Hub into a payment infrastructure designed to transcend generations
• We have a very diverse work environment with over 30+ nationalities represented and continually strive to build a culture of caring and execution