Support Specialist

Responsibilities

• Prioritize and respond to customer inquiries within specified service standards.
• Troubleshoot and resolve client issues promptly, escalating complex issues appropriately.
• Provide clear, empathetic communication to clients.
• Collaborate with CAMs to ensure consistent coverage and seamless client support.
• Support internal colleagues with product-related queries.
• Maintain detailed records of client activity and interactions in the support ticketing system.
• Update and create knowledge garden content for the external help desk portal and internal documentation.
• Partner with Product, Engineering, Compliance, acquirers, and other internal teams to meet client needs and ensure solutions are compliant.
• Contribute to internal projects that improve the customer experience, including internal training programs.
• Onboard new and existing customer accounts and train customers on onboarding and reporting tools.
• Develop deep product knowledge to resolve client inquiries efficiently.

Requirements

• Excellent customer service skills.
• Strong general IT knowledge.
• Excellent attention to detail.
• Proven problem-solving ability.
• Proactive approach, initiative, and creativity in solving issues.
• Ability to handle complex data sets.
• Ability to prioritize tickets and workload.
• Excellent written and verbal communication skills.
• Positive, can-do attitude.
• Organized and able to work without close supervision.
• Curiosity.
• Experience in the payments and/or FinTech industry.

Nice-to-haves

• Experience using a customer ticketing system.
• Experience in an IT helpdesk or support role.

Compensation and Benefits

• Annual salary of R280,000 - R315,000, dependent on experience.
• Annual bonus scheme based on company and individual performance.
• 15 days' holiday plus 12 public holidays, with an additional day after each year of service up to 20 days.
• 45-hour work week.
• Family-friendly policies, including enhanced maternity and paternity pay.
• Company training budget.
• Employee wellbeing support, including mental health first aiders and weekly yoga sessions.
• Employee referral scheme.
• Bonusly colleague reward scheme.
• Culture events, including volunteering days and seasonal parties.
• Medical Aid and Gap Cover.