Support Specialist: DSD at Capitec Bank

Purpose Statement

• Co-ordinate, investigate and provide timely feedback on incoming E-Channels related queries received from the Business Support Centre (BSC) and Complaint Management to the requesting party with the guidance of the E-Channels Specialist.
• Log and track E-Channels incidents on Jira.
• Oversee small system and/or operational improvements resulting from user and client queries

Experience
Min:

• 2 - 3 Years proven experience in providing technical support to departments dealing with client queries
• Ideally have understanding and working experience of SQL to look up and correlate databases
• Escalation processing, Isolation and Problem solving
• Report writing
• Provides feedback daily to junior and senior management levels

 
Qualifications (Minimum)

• Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

• Certification in SQL Programming
• A relevant tertiary qualification in Information Technology

Knowledge

Min:
Must have working knowledge of:

• IT systems development processes
• Formal report writing
• Trend Analysis
• S-track

Ideal Working knowledge of:

• Mobile Banking App support (USSD, Internet Banking, Banking App on mobile Devices)
• Previous experience working with ELK stack and Kibana, Jira
• SQL, proven experience (basic)

Skills

• Communications Skills
• Interpersonal & Relationship management Skills
• Analytical Skills
• Problem solving skills
• Attention to Detail
• SQL Skills

Competencies

• Achieving Personal Work Goals and Objectives
• Delivering Results and Meeting Customer Expectations
• Working with People

Conditions of Employment

• Clear criminal and credit record
• Contactable via own mobile phone