Job Description

ABOUT THE COMPANY

We are the foremost bank-independent Payment Services Provider (PSP) in Southern Africa and process volumes in excess of 2 billion transactions per annum. We play a vital role in the payment ecosystem, consistently delivering quality solutions to our customers. We service multiple industries including major retailers, financial institutions and companies looking to extend their payment services requirements securely and on time. Our aim is to remove the complexities of doing business while providing real value. We have an impeccable track record and are able to deliver innovative solutions that are tailor-made to suit diverse business needs, while at the same time ensuring that the regulatory requirements are taken care of.

JOB PURPOSE

Ensure exceptional customer services as the next Support Analyst of a cutting-edge FinTech company whether it be investigating and resolving production incidents or answering general queries. The support process to research and resolve customer reported issues related to a product or solution while ensuring you keep both the customer and internal stakeholders up to date on all activities related to support tickets.

RESPONSIBILITIES

• Follow contractual agreements with customers relating to support and all internal support processes
• Manage production support incidents, gather data, perform tests, replicate, and resolve the causes of these incidents
• Management of support tickets / incidents to which they are assigned, including all related stakeholder communications, and keeping these tickets up to date
• Compile and walk-through regular production support reports with relevant customers
• Answer customer questions related to production configuration and operation by testing, reviewing code and reviewing documentation
• Install applications and troubleshooting failure of installations
• Contribute to the development of training material of support processes not yet documented

• Excellent analytical and investigative skills
• Ability to deal with stress, as the job will entail obstacles, challenges and responsibility
• Careful and systematic when it comes to investigating and handling production issues and their fixes
• Experienced at learning new technologies and products
• Be highly communicative and patient, answering all stakeholdersxe2x80x99 queries, and able to speak to people at varying levels of seniority confidently
• Ability and a desire to grow their expertise into new product sets and new areas of the products that they support
• Calm under pressure when dealing with internal and external teams

• Atlassian Jira and Confluence
• Proficiency in standard Windows-based IT applications
• ACI Product Set (Postilion)
• Databases (Microsoft SQL Server, SQL Databases)
• Amazon Web Services
• Agile development methodologies like Scrum

• Matric
• Bachelorxe2x80x99s Degree in a software, technical or related field

• Minimum of 4 yearsxe2x80x99 experience as a Support Analyst or similar role within a software organization

Blue Label Telecoms