Job Description

Lesaka Technologies is searching for a Customer Support Specialist to join our Adumo Payouts division. This role is perfect for a tech-savvy, service-driven professional who enjoys solving problems, maintaining system health, and ensuring that customers receive exceptional support and accurate solutions.
About the Role
The Customer Support Specialist will be responsible for managing client queries, ensuring compliance with SLAs, and supporting the smooth running of critical systems. Youll play a key role in analyzing issues, improving service quality, and maintaining accurate client and system data. This position blends customer engagement, administrative precision, and technical insight within a fast-paced fintech environment.
Key Responsibilities
Execute all support and administrative processes as per SLAs, including logging quotes, load queries, and managing master accounts.
Manage Salesforce (SF), SSWP, and Voucher Engine queries within required timeframes.
Perform daily system health checks and escalate issues where necessary.
Conduct root cause analysis and provide feedback and reports to line management.
Resolve client portal queries promptly and professionally, monitoring tickets to ensure they remain within SLA.
Maintain accurate and up-to-date client information on Salesforce.
Onboard new customers and coordinate with Finance to ensure proper account setup and client code allocation.
Process customer cases for card loading, issuing, and delivery instructions.
Build and maintain strong relationships with clients through proactive communication and accurate, timely responses.
Track activities and productivity in Salesforce and provide reports on quotes, calls, and case volumes.
Competencies
Strong analytical and problem-solving ability
Excellent written and verbal communication
Customer-centric approach and commitment to service excellence
Detail-oriented and organized with good time management
Team player who thrives in a fast-paced environment
Proficient in CRM systems (Salesforce experience advantageous)
Minimum Requirements
IT Diploma (NQF Level 6) or equivalent qualification in Information Technology
35 years experience in a Customer Support or Office Administration role
At least 1 year of experience in IT support
Experience using CRM systems (Salesforce preferred)

Skills Required