The successful candidate will be responsible for providing a high level of service and enhancing the client’s experience through conversations, managing complaints and queries and otherwise ensuring their needs are met in a timely manner. To succeed in this role, you must be a driven individual with a genuine customer focus to provide an outstanding and tailored service to every client.

Key Outputs:

• Be available for support calls from our external and internal users
• Respond, log, follow up and resolve support tickets within the Service Level Agreement times
• Escalate requests to either the support lead, product owner or the development team when needed and follow up on these items to ensure client delight
• Build system and product knowledge and expertise
• User acceptance testing for system deployments
• User training for old and new users of the trading platform
• Customer and user setup and profile maintenance
• Assist customers with report queries
• Support, train and guide on-site support personnel
• Be willing to occasionally travel to the relative market and client sites
• Be willing to work overtime as and when needed
• Build trusting relationships with clients (internal and external)
• General administration

Personal Attributes and Skills:

• Excellent verbal and written communication and interpersonal skills
• Adapts to the team and works well in team environment
• Easily establishes good relationships with colleagues and internal and external clients
• Focuses on customer needs and satisfaction
• Excellent problem-solving skills with the ability to take initiative when an issue emerges
• Strong reporting skills
• Works productively in a high-pressure environment while maintaining extreme attention to detail 
• Develops job and product knowledge and expertise through continual professional development
• Demonstrates an understanding of how an issue might affect other parts of a larger system

Qualifications and Experience:

• Matric
• Strong computer literacy (MSOffice Suite – especially Excel)
• Some experience with Microsoft SQL Server, specifically T-SQL, preferred
• Basic understanding of Accounting Principles, preferred

For more details if this interests you or for more exciting opportunities please email us a copy of your updated CV or contact details  to  recruitment@hraxissa.co.za

If you have not had any response in two weeks please consider your application unsuccessful. Your CV will be kept on file for any further suitable positions.