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Digital Support Agent – Centurion needed at Momentum Metropolitan Holdings Limited

Job title : Digital Support Agent – Centurion

Job Location : Gauteng, Centurion

Deadline : May 22, 2024

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Experience

  • 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

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply Now

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