job description - Digital Support Agent
At least two years' experience in a technical Helpdesk /Contact Centre environment- At least two years' experience in an IT/Technical software support
- Experience in the Financial Services industry
Preferred System Exposure:
- Inbound/Outbound Telephony Systems (Euphoria preferred).
- Helpdesk Incident Management Software (Freshdesk and Jira preferred).
- Momentum's Line of Products.
- Client systems (Client Facing Websites and Mobile Applications Support).
- Financial Adviser systems (Adviser and Channel management applications Support).
Qualifications
Minimum qualifications:
- Grade 12 /Matric qualification.
- Relevant IT qualification.
- Completed modules or subjects in technical and/or computer software preferred.
- ITIL Foundation V3/V4 preferred.
Duties & Responsibilities
Provide excellent service to the users of the Momentum Engagement platforms including clients, advisers, internal employees and Channel management by:
- Resolving first-line technical software support queries of users of the Momentum Engagement platforms, according to expected standards of service delivery and within agreed SLAs:
- Displaying excellent verbal and written communication
- Accurately logging details of the queries as per the defined Problem management process to enable record keeping and trend analysis of
- Performing the required trouble-shooting with the aim for first call resolution of
- Escalating complex queries to second-line support when necessary, with the required details to enable further problem
Contribute to a positive work climate and culture by:
- Arriving for shifts punctually and managing time
- Contributing to a self-managed team environment with a can-do attitude to ensure team goals and service targets are
- Striving for first time query resolution within required SLAs and
- Working with Operational Support analysts on escalated
Identifying opportunities to increase operational efficiency in the Support Manage own performance and development by:
- Successfully completing ongoing training required to maintain service
- Displaying team work and collaborating with team members to maintain operational
- Pro-actively providing feedback to Operational Support and/or Team management where
- Creating and following a Personal Development Plan enabling future career
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About the company
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Momentum Metropolitan Holdings is listed on the Johannesburg Stock Exchange, as a South African-based financial service provider.