Job title : Graduate Product Support Analyst
Job Location : Gauteng, Johannesburg
Deadline : December 15, 2024
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Accountabilities & Deliverables Client Support and Query Resolution: Learn to provide first-line support by addressing client inquiries and troubleshooting product-related issues. Develop skills to manage client relationships by maintaining clear and professional communication. Use the company's ticketing system to log, track, and document support cases accurately.
Technical Learning and Problem Management: Participate in hands-on training sessions to build your understanding of our trading and market data products. Learn to perform basic root cause analysis, escalating unresolved issues to senior team members when needed. Collaborate with internal teams, such as Product, Engineering, and Implementation, to work on client issues and learn the product suite.
Documentation and Process Improvement: Assist in creating and updating support documentation, FAQs, and troubleshooting guides. Participate in team discussions to understand feedback from clients and suggest improvements to enhance support processes.
Team Collaboration: Work closely with team members to meet support team goals, including client satisfaction and timely issue resolution. Attend cross-functional meetings to learn about product updates, ongoing client feedback, and any enhancements or changes.
Qualifications and Certifications Bachelor's degree in Computer Science, Information Technology, Business, or a related field (required) Demonstrated interest and foundational understanding of financial services, trading, and market data (preferred)
Graduate Trainee/ Internship /siwes jobs