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