Overview
Senior Technical Support Specialist Jobs in Cape Town, South Africa at Lulalend
Job title:Senior Technical Support Specialist
Reporting to:Technical Support Manager
Location:Cape Town
WHAT WE DO
Lula is aninnovativeand human-focused Fin Tech company on a mission to help small businesses optimise their cash flow. Ourpurposeis to help SMEs manage their businesses better, faster, and more simply, so they can spend more time doing what they love.
If you’re looking for a new place to call ‘home’ that believes in the potential of the broader SME landscape in South Africa and a place where you’ll work with awesome people – then Lula’s the place for you!
OVERALL PURPOSE
We are seeking a highly motivated and skilled Technical Support Specialist to join ourdynamicsupport team. The successful candidate will be responsible for providing outstanding technical support to our customers via variouscommunicationchannels, such as phone, email, and live chat. You will assist users in troubleshooting software and hardware issues, resolving technical problems, and guiding them through product usage and best practices.
Your abilityto communicate technical information clearly and empathetically will be crucial to ensuringcustomer satisfactionand loyalty.
Responsibilities will include:
Collaboration:Collaborate with the Technical Support Manager to adopt and implement strategies for improving technical support processes and procedures.
Technical Expertise:Maintain an in-depth understanding of our infrastructure and services, as well as industry trends and best practices. Provide recommendations and assist with implementation of improvements and optimisations.
Training and Development:Conduct regular training sessions to keep the technical support teamup-to-datewithproduct knowledge, technical skills and best practices.
ITSM & ITIL:Be a key member involved in Incident andChange Managementand in the development of Problem and Request Management. This will include in depth root cause analysis (RCA) and post incident reports (PIRs).
IT Support:Provide Lula with best-in-class IT support, ensuring prompt and effective responses to inquiries, issues, and concerns of all kinds and technologies. Act as an escalation point for complex cases, working closely with the Technical Support Manager to resolve critical problems.
Network Support:Maintain, monitor, optimise and support Lula’s office network. This will include resolution of issues, scheduled updates and upgrades as well as adherence toregulatory compliance.
Security Management:Facilitate the role assignments and access to various Lula tools, systems, networks and office spaces ensuring thatregulatory complianceand best practices are adhered to.
Hardware and Software Management:Manage and maintain our IT asset management (ITAM) tool, ensuring that all records are kept up to date incollaborationwith our Finance department.
Supplier Management:Work closely with our key suppliers to ensure incidents are resolved within our agreed service level agreements (SLAs).
Continuous Improvement:Constantly drive improvements to our internal service level agreement (SLA) performance and satisfaction scores.
THE COMPETENCIES WE’RE AFTER
Quick learner
Ability to work collaboratively
Highattention to detail
Self-motivated
Highly credible and trustworthy
Open and honest
Strong planning skills and ability to prioritise
Adaptable and flexible
Resilient to change and ambiguity
THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR
Matric certificate or equivalent
A+, N+,…
Title: Senior Technical Support Specialist
Company: Lulalend
Location: Cape Town, South Africa
Category: IT/Tech, Customer Service/HelpDesk
