ONLINE SUPPORT (PLATFORM) TEAM

Summary and Primary Objectives

The team is responsible for ensuring that online/platform requirements are fulfilled by monitoring the various services provided by external providers to the business

The role is mainly concerned with:

• ensuring uptime for the various services/offerings that we provide to our customers
• resolving issues encountered or reported as it relates to the above mentioned services/offerings

Scope of work: Technical Duties and Activities

• Health checks
• Ensuring uptime for services
• Liaise with/conduct investigations with providers regarding issues encountered with their services, drive the issue to completion
• Keep relevant teams (internal, external) updated as required
• Checking and confirming transactions
• Investigating issues with transactions
• Using available reporting and data (via back-office, portals etc.) to assist in investigations
• KYC (Know Your Customer) processes to be followed
• New customer account verification
• Customer administration
• Competitor analysis
• Testing of new products, features, functionality etc.
• Assisting with driving user/staff adoption for new tech products (internally)
• Assisting with driving customer adoption for new services and offerings etc.
• Assist with promotional tasks
• Make suggestions and recommendations on how the business can improve promotions
• Provide support for management when specific information/data is requested
• Compiling/contributing to documentation when required
• Compiling and maintaining SOP’s (process documents) and troubleshooting guides

Qualifications and Extra requirements

• Diploma in any related field
• Minimum one (1) year experience in a technical support role
• Must be computer-literate
• Must understand how to use software applications, reporting tools, back-office portals etc. on desktop or mobile devices
• Understand the concept of providing support to the business and customers alike
• Understand the concept of customer service
• Ability to think and interact logically
• Ability to work in a team
• Ability to work under pressure and to tight deadlines
• Willing to assist with additional tasks as required by the business
• Ability to effectively interface with technical teams (internal and external)
• Pro-active self-learner
• Good interpersonal and communication skills
• Good judgement skills
• Good problem solving skills
• Behavioral traits such as attitude, motivation and time management should be present