Technical Support Specialist

SUMMARY:
Role is to provide frontline technical support and troubleshooting for digital platforms.

POSITION INFO:

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 Responsibilties:

● Provide timely support and troubleshooting via phone, email, chat for technical issues experienced by platform users.

● Prioritize and escalate 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.

Minimum Requirements:

● 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.