Support Analyst – Homeland at MFS Africa

The Role

• We seek a self-motivated and energetic Support Analyst, who will work with the General Manager and other Analysts to resolve general back office customer calls & technical issues reported by our customers 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.
• We are looking for candidates with 2-3 years of experience in a support analyst role. The successful candidate must possess exceptional communication skills, high EQ, creative problem solving, strong organization skills, and flexibility.

This role will be based in Sandton, Johannesburg.

You will be a good fit if you are / have:

• A curious problem solver focused on simplifying solutions in revolutionary ways
• A great listener and strong cross-cultural communicator
• A diligent closer with dedicated and timely follow-through
• Able to independently manage yourself and deliver on multiple work streams simultaneously whilst ensuring that your work product is of a high standard
• Great attention to detail, sharp, as well as pull back and see the bigger picture
• Eager to take on new types of work and learn by doing, without prior experience or direct supervision
• Motivated by the growth of others
• Flexible and adaptable
• An excellent relationship builder who can effectively handle conflict when it arises
• Comfortable with ambiguity and can operate effectively in a fast-paced and changing environment
• Collaborative, strategic, and effective in a team
• Humble, authentic, empathetic, and visionary

Duties and Responsibilities:

• Responding to calls and tickets logged through Zendesk, within our set Service Level Agreement (SLA)
• Consulting back office tools and system logs to promptly investigate and resolving issues described in tickets
• Liaising with the internal team to resolve issues and provide excellent service
• Documentation of issue resolutions to serve as foundation for departmental training material
• Reviewing and participating in the process of activating customers (due diligence) as per our 1-hour SLA and follow up with the team as required
• Looking at daily data, to prepare reports and monitor the performance of the service across the systems and raise with team if any issues are found
• Ensuring close attention to details and proactiveness in addressing issues as well as any other dependent tasks, internally as well as with customers
• Abiding by the compliance rules, and data privacy policies (GDPR) around customer data
• Review payments as well as transactions to ensure there are no customer fraudulent attempts or activities and raise with team accordingly for further actions
• Cross check payments against transactions delivery, as and when it happens to ensure high level of service to customers and minimize the risk of complaints
• Shift-based support over the weekends as and when required

The ideal candidate will have the following qualifications and experience:

• Diploma/Bachelor’s degree in relevant field
• Previous experience on the use of service desk tools
• 2-3 years of experience in a support analyst role, customer-facing
• Has the right to work in South Africa (Citizen, Permanent Resident or Valid work permit holder)
• Sharp acumen, independent, self-motivated and can manage tasks without much supervision and get things done
• French speaking is a definite plus