Purpose Statement

• Co-ordinate, investigate and provide timely feedback on incoming E-Channels related queries received from the Business Support Centre (BSC) and Complaint Management to the requesting party with the guidance of the E-Channels Specialist.
• Log and track E-Channels incidents on Jira.
• Oversee small system and/or operational improvements resulting from user and client queries.

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

• Certification in SQL Programming
• A relevant tertiary qualification in Information Technology

Experience and Knowledge

Min:

• 2 – 3 Years’ proven experience in providing Technical Support to departments dealing with client queries
• Ideally, an understanding and basic working experience of SQL to look up and correlate databases
• Escalation processing, isolation and problem solving
• Report writing
• Providing feedback daily to junior and senior management levels
• Jira and Confluence

Ideal:

• Working knowledge of IT systems development processes
• Formal report writing
• Trend analysis
• S-track
• Mobile Banking App support (USSD, Internet Banking, Banking App on Mobile Devices)
• Working with ELK Stack and Kibana

Skills

• Communications Skills
• Interpersonal & Relationship management Skills
• Analytical Skills
• Problem solving skills
• Attention to Detail

Conditions of Employment

• Clear criminal and credit record