Support Consultant (Financial Services) - South Africa
Duties Include: First point of contact in dealing with support queries via named contacts at customer sites. Analyze and resolve client issues resulting in meeting or outperforming the expected case metrics related to average duration and client satisfaction survey completions. Focus on client satisfaction by providing quality answers, understanding the impact of potential issues on client’s day to day to communicate accordingly and showing empathy toward the client’s situation. Ability to troubleshoot technical and product issues providing clear explanations on how to resolve client issues in a time-sensitive environment with a focus on providing superior service. Ability to multi-task and manage multiple cases at a time throughout the day, with a focus on resolving high priority issues. Identify client requests from issues, questions, recommendations, change order and product enhancement to engage TMS internal team and help the client receive the expected service. Manage complex client requests specifically regarding technical issues. Investigate TMS application logs or other logging tools like browser Dev Tool, Splunk; to understand the root cause of technical issues. Participate in connectivity projects and migrations including bank connections and third parties’ integration to our clients. Develop knowledge on the system solution to provide expertise in analysis, resolutions, explanations, and recommendations. Identify gaps and provide recommendations on existing monitoring to mitigate risks. Education and Experience: BCom Business / Finance / Accounting or Computer Science or relevant technical work experience. Knowledge of cash management, bank reporting, cash positioning and forecasting, payments (domestic and/or international), in-house banking, financial transactions pertaining to debt, investments and foreign exchange and general ledger mappings and processing a required. Familiarity or experience with treasury management systems, treasury operations or portfolio management is a required. Knowledge of and/or experience in REST, Javascript, Java, HTML, CSS. Hands-on experience with Internet products and technologies. Familiar with cloud based service (SaaS) deployment and support. Skills: Excellent interpersonal and customer care skills. Ability to deal with difficult callers and to work calmly and professionally under pressure. Logical approach to troubleshooting including good analytical and problem solving skills. Good accurate record keeping abilities – detail oriented. 3-5 years of experience in a support role is a plus. Experience working in a support type role for a software company that provides SaaS or Cloud based solution is a plus. Comfortable in the dynamic atmosphere of a FinTech organization with a rapidly expanding customer base.
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