Technical Support Analyst

Placements24; Polokwane; Hybrid; ZAR 201,000 - 357,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Hybrid work model

Health insurance benefits

Training opportunities

Generous leave policies

Equity options

Job summary

Placements24 is seeking a Technical Support Analyst to join a fintech startup in Polokwane, offering hybrid work. You will diagnose and resolve issues, guide users through platform features, and collaborate with the development team to improve the user experience.

The ideal candidate has a Bachelor's in CS/IT or related field and 3+ years in technical support, with strong problem-solving and communication skills. Experience with Zendesk or Freshdesk is essential.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 3 years of experience in a technical support role, preferably in the software or financial services industry.
• Solid understanding of software troubleshooting, databases, and web technologies.
• Excellent analytical and problem-solving skills.
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly.
• Experience with helpdesk ticketing systems (e.g., Zendesk, Freshdesk) is essential.
• Ability to work effectively both independently and as part of a hybrid team in Polokwane, Limpopo.

Responsibilities

• Provide Tier 1 and Tier 2 support to users via email, chat, and phone.
• Troubleshoot and resolve technical issues related to the fintech platform, including account access, transaction errors, and feature utilization.
• Guide users through platform setup, configuration, and common operational tasks.
• Document all support interactions, resolutions, and feedback in the helpdesk ticketing system.
• Identify recurring technical issues and escalate them to the engineering team with detailed problem descriptions.
• Contribute to the creation and maintenance of a comprehensive knowledge base and FAQ section.
• Assist in testing new platform features and updates before release.
• Monitor system performance and provide feedback on potential usability improvements.
• Stay updated on industry trends and best practices in technical support and fintech.
• Ensure adherence to service level agreements (SLAs) for response and resolution times.

Skills

Analytical thinking

Problem solving

Communication

Customer focus

Education

Bachelor's degree in CS/IT or related field

Tools

Zendesk

Freshdesk

Job description

About the Role

Our client, a rapidly growing fintech startup, is seeking a skilled Technical Support Analyst to join their vibrant team, providing hybrid support to their user base in and around Polokwane, Limpopo . This role is crucial for ensuring our clients can effectively utilize our innovative financial technology platform. You will be responsible for diagnosing and resolving technical issues, guiding users through platform functionalities, and collaborating with the development team to enhance the user experience. The ideal candidate possesses strong analytical and problem-solving skills, excellent communication abilities, and a passion for technology and customer satisfaction. This is an exciting opportunity to be part of a dynamic company and make a significant impact on user success in the fintech space. Join our team in Polokwane, Limpopo , and help us deliver exceptional technical support. We offer a stimulating work environment with ample opportunities for growth.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support to users via various channels (email, chat, phone).
• Troubleshoot and resolve technical issues related to the company's fintech platform, including account access, transaction errors, and feature utilization.
• Guide users through platform setup, configuration, and common operational tasks.
• Document all support interactions, resolutions, and feedback in the helpdesk ticketing system.
• Identify recurring technical issues and escalated them to the engineering team with detailed problem descriptions.
• Contribute to the creation and maintenance of a comprehensive knowledge base and FAQ section.
• Assist in testing new platform features and updates before release.
• Monitor system performance and provide feedback on potential usability improvements.
• Stay updated on industry trends and best practices in technical support and fintech.
• Ensure adherence to service level agreements (SLAs) for response and resolution times.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 3 years of experience in a technical support role, preferably in the software or financial services industry.
• Solid understanding of software troubleshooting, databases, and web technologies.
• Excellent analytical and problem-solving skills.
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly.
• Experience with helpdesk ticketing systems (e.g., Zendesk, Freshdesk) is essential.
• Ability to work effectively both independently and as part of a hybrid team in Polokwane, Limpopo .
• Familiarity with APIs and data integration concepts is a plus.
• Customer-centric approach with a commitment to providing outstanding support.
• Adaptability and willingness to learn in a fast-paced startup environment.

Benefits

• Competitive salary and potential for performance bonuses.
• Comprehensive health insurance benefits.
• Share options or equity in the company.
• Generous annual leave and sick leave policies.
• Professional development and training opportunities.
• Hybrid work model offering flexibility.
• Modern office facilities in Polokwane, Limpopo .
• Team social events and a vibrant company culture.