Technical Support Specialist

Smollan; Johannesburg; Presencial; ZAR 300.000 - 480.000; Jornada completa

Descripción de la vacante

Smollan in Johannesburg seeks a frontline technical support specialist to troubleshoot digital platforms and tools used by our investment-focused users. You will resolve queries and maintain a superior user experience across proprietary platforms.

The role requires clear communication, strong problem-solving, and the ability to translate technical concepts for non-technical users, with a customer-service mindset and willingness to continuously learn in a dynamic financial services environment.

Formación

• Strong diagnostic and problem-solving abilities.
• Excellent written and verbal communication skills.
• High attention to detail and process orientation.
• Customer service orientation with ability to explain technical concepts to non-technical users.

Responsabilidades

• Provide timely support via phone, email, or chat for technical issues faced by platform users.
• Prioritize and escalate complex problems to appropriate teams.
• Maintain high first-call resolution and user satisfaction.
• Update knowledge bases, user guides, FAQs, and support documents.
• Collaborate with business and technology teams on feature rollouts and upgrades.
• Investigate root causes and provide recommendations for improvements.

Conocimientos

Diagnostic skills

Communication skills

Attention to detail

Customer service orientation

Educación

NQF 05 Certificate in Business/Finance/Consumer Behaviour

Bachelor's degree in Investments/Finance/Consumer Behaviour

Descripción del empleo

At Smollan, we're on an evolutionary journey where we're shifting our story. We're looking for truly unique people who believe in fostering a diverse and inclusive environment. Where our people are cared for, happy and inspired in building an extraordinary place to work.

Job Summary:

Role is to provide frontline technical support and troubleshooting for digital platforms and tools used targeted users. This role effectively supports STANLIB's digital platform and investment offering through resolving queries and maintaining superlative user-experience on proprietary digital platforms.

Key Responsibilities:

• Provide timely support and troubleshooting via phone, email, chat for technical issues experienced by platform users.
• Prioritize and elevate complex technical problems to appropriate teams.
• Maintain high first-call resolution rates and user satisfaction levels.
• Build positive engagements with users and creates opportunities for exceptional service delivery.
• Accountable for maintaining quality, service and outputs related to a work area, ensuring compliance with set policy, procedures, and standards.
• Continuous learning mindset to keep updated on latest platforms and features.
• Contribute ideas to simplify and enhance the user experience on digital platforms.
• Continuously update knowledge base, user guides, FAQs, and support documents.
• Collaborate with business and technology teams on new feature rollouts and version upgrades.
• Investigate root causes and provide recommendations to technical challenges.
• Assist platform users with navigational requirements.
• Train internal teams on digital best practices to troubleshoot problems.
• Provide support for any additional requirements to fulfil operational requirements as the business evolves.
• NQF Level 05 - Certificate in Business/Finance/Consumer Behaviour
• Bachelor's degree in Investments/Finance/Consumer Behaviour (Desirable)
• 3+ years' experience in end-user technical support role, preferably in Financial Services

Knowledge, Skills and Abilities:

• Strong diagnostic and problem-solving skills.
• Strong attention to detail and process orientation.
• Excellent written and verbal communication abilities.
• Customer service orientation with ability to translate technical issues for non-technical users.