Systems Support Specialist (MyCredo System) at CREDO

​Responsibilities and Duties 

An excellent opportunity for a Systems Support Specialist to provide fundamental support in all aspects of the MyCredo platforms, as well as liaise with the back-end developers for support and resolution. The role will require the candidate to work to deadlines, possess excellent communication, relationship building- and systems skills, an intermediate understanding of IT and to have a positive approach to problem-solving with a keen eye for detail. The most critical responsibility for the MyCredo Support Specialist is utmost accountability as an individual and within the team.

Key skills and attributes for the role

• Accountability, adaptability and resilience
• Self-motivated with the ability to work autonomously and as part of a team
• Hard working, with above reproach work ethic
• Big picture mentality
• Problem solving skills
• Excellent administration and interpersonal skills
• Front line client service skills
• Efficient time management and ability to prioritise
• Excellent communication, negotiation and relationship-building skills
• Intermediate IT support skills
• Good knowledge of MS Office applications, including Teams, Excel, and Power BI
• Promote process improvement with impeccable attention to detail
• Ability to use multiple computer systems simultaneously, with data integrity as a top priority
• Willing to work paid overtime when required, including public holidays on a rotation basis
• Ability to analyse data and report trends
• Good presentation skills 

Minimum requirements

• National Senior Certificate
• Tertiary qualification would be advantageous
• 2 Years IT support experience in Financial Services, preferably in the private wealth management space

The Role:

• Provide client service support and training to internal and external stakeholders
• Deal with client queries or escalate them to relevant departments
• Provide functional and technical support to MyCredo users including, but not limited to, password resets, login issues, interpretation of data and reports functionality 
• Investigating technical issues whilst liaising with the IT development and support teams for resolution
• Managing user creation and user roles, ensuring the correct access and permissions have been granted, prioritising data protection
• Ensuring due diligence and client confidentiality requirements are met
• Training of new users
• Maintaining and developing relevant user guides, processes and procedure documents
• Constant monitoring of user experience and liaising with business analysts to identify potential areas enhancement
• Collecting stats on user behaviour and issues, analysing the data and reporting on trends
• Providing general assistance with basic local IT support, as it relates to the MyCredo experience
• General management of and assisting with related set-ups and queries for the client data feeds
• Conducting MyCredo data integrity audits
• Understanding and applying the appropriate MyCredo data integration
• Utilise multiple proprietary and commercial CRM and other related systems simultaneously to perform all of the above tasks
• Take ownership of your own training and development of any new regulatory or other requirements relating to your role, including the use of new systems or programmes or related department processes and procedures
• Responsible for a MyCredo support mobile phone 
• Handle the MyCredo support phone line with professionalism and due care
• Internal and external relationship building
• Such other activities that are commensurate with a Systems Support Specialist status as managers or the Board of the Company may reasonably require