JOB PURPOSE
The primary purpose of the role is to enhance the eCommerce operational support of the production environments, implementations, and ensuring continuous improvement of preventative and proactive measures to enable system stability.
RESPONSIBILITIES
Technical Support
- Provide 1st and 2nd line support functions for the eCommerce environment.
- Ensure all production platforms are reviewed periodically to ensure optimum performance.
- Provide onboarding assistance, including the gathering of information, configuration, deployment, and installation where required.
- Document system defects and trends, reporting on production issues as they arise.
- Perform software quality duties, including assisting with bug verification, manual functional test execution, etc.
- Assist customers by keeping up to date with product developments.
- Set up new users’ accounts and profiles and deal with password queries for our platforms.
- Regular and accurate communication within agreed time limits to tickets logged, SLA, and communications policy. Prioritize and manage many open cases at one time.
- Proactive system monitoring to ensure optimum performance, ensure quick response to issues and detect any irregularities.
- Work independently to troubleshoot all support requests and follow escalation policies.
- Provide training and mentoring for internal support team members, including escalated support requests.
- Support tactical and strategic goals of the operations team.
Customer Service
- Establish and maintain a positive professional relationship with customers.
- Prepare and conduct customer training as requested.
- Adhere to SLA to ensure consistent and predictable service delivery.
Self-Management
- Set an example through personal quality and productivity standards and ways of working with others.
- Demonstrate consistent application of internal procedures. Plan and prioritize.
- Demonstrate abilities to manage competing demands.
- Demonstrate abilities to anticipate and manage change.
- Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational and team needs.
Work Collaboratively
- Build a culture of respect and understanding across the organization.
- Recognize outcomes which resulted from effective collaboration between teams.
- Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organization.
- Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions.
BEHAVIORAL COMPETENCIES
- Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
- Instils Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
- Cultivates Innovation: Creating new and better ways for the organization to be successful.
- Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
- Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations.
- Business Insight: Applies knowledge of business and the marketplace to advance the organization’s goals.
- Manage Complexity: Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
- Plan and Align: Plans and prioritizes work to meet commitments aligned with organizational goals.
- Balances Stakeholders: Anticipates and balances the needs of multiple stakeholders.
- Drives Results: Consistently achieves results, even under tough circumstances.
- Ensures Accountability: Holds self and others accountable to meet commitments.
- Financial Acumen: Interprets and applies key financial indicators to make better business decisions.
EDUCATION
- Matric
- Degree in Information Systems / Computer Science or relevant work experience
- Any relevant IT Certification.
EXPERIENCE
- Candidate must have at least 2-5 years practical working experience in eCommerce.
- Have a basic understanding of HTML/JSON using tools such as Postman, SOAPUI.
- Payments industry experience is crucial.
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