Technical Support Specialist (Gauteng) at Smollan

Description

• We are on the lookout for a Technical Support Specialist to provide frontline technical support and troubleshooting for digital platforms and tools used targeted users.
• This role effectively supports STANLIB’s digital platform and investment offering through resolving queries and maintaining superlative user-experience on proprietary digital platforms. The position is based in Gauteng.

As a Technical Support Specialist, you will be responsible for:

• Provide timely support and troubleshooting via phone, email, chat for technical issues experienced by
  platform users.
• Strong diagnostic and problem-solving skills
• Strong attention to detail and process orientation.
•  Prioritize and escalate complex technical problems to appropriate teams.
•  Maintain high first-call resolution rates and user satisfaction levels.
•  Excellent written and verbal communication abilities.
•  Customer service orientation with ability to translate technical issues for non-technical users.
•  Build positive engagements with users and creates opportunities for exceptional service delivery.
•  Accountable for maintaining quality, service and outputs related to a work area, ensuring compliance
  with set policy, procedures, and standards.
•  Continuous learning mindset to keep updated on latest platforms and features.
•  Contribute ideas to simplify and enhance the user experience on digital platforms.
•  Continuously update knowledge base, user guides, FAQs, and support documents.
•  Collaborate with business and technology teams on new feature rollouts and version upgrades.
•  Investigate root causes and provide recommendations to technical challenges.
•  Assist platform users with navigational requirements.
•  Train internal teams on digital best practices to troubleshoot problems.
•  Provide support for any additional requirements to fulfil operational requirements as the business
  evolves.

Requirements

• 3+ years’ experience in end-user technical support role, preferably in Financial Services.
• Previous experience in investment products and working on investment platforms.
• Working knowledge of core technologies like web, mobile, APIs, cloud platforms will be advantageous.
• Knowledge of investment products such as investment funds, structured products, asset classes (Desirable).
• Previous experience working on investment platforms.
• Contact centre experience an advantage.

Qualification Type:

• Certificate in Business/Finance/Consumer Behaviour
• Bachelor’s degree in Investments/Finance/Consumer Behaviour (Desirable)
• Academic Type: Business, Commerce and Management Studies
• Academic Sub-Type: Generic Management
• NQF: NQF Level 05