Job title: Senior Technical Support Specialist
Reporting to: Technical Support Manager
Location: Cape Town
WHAT WE DO Lula is an innovative and human-focused FinTech company on a mission to help small businesses optimise their cash flow. Our purpose is 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 our dynamic support team. The successful candidate will be responsible for providing outstanding technical support to our customers via various communication channels, 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 ability to communicate technical information clearly and empathetically will be crucial to ensuring customer satisfaction and 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 team up-to-date with product knowledge, technical skills and best practices.ITSM & ITIL: Be a key member involved in Incident and Change Management and 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 to regulatory compliance.Security Management: Facilitate the role assignments and access to various Lula tools, systems, networks and office spaces ensuring that regulatory compliance and 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 in collaboration with 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 learnerAbility to work collaborativelyHigh attention to detailSelf-motivatedHighly credible and trustworthyOpen and honestStrong planning skills and ability to prioritiseAdaptable and flexibleResilient to change and ambiguityTHE SKILLS AND EXPERIENCE WE'RE LOOKING FOR Matric certificate or equivalentA+, N+, ITIL and Microsoft certifications advantageous5+ years of experience in technical support or IT infrastructure roleExperience with ITSM and ITAM tools essentialExperience with office networking and wireless technologies essentialExperience with Microsoft 365 and Azure cloud-based technologies is advantageousExcellent problem-solving and troubleshooting skills, with a keen eye for detailOutstanding communication and interpersonal skills, with a user-centric approachFamiliarity with a wide range of software, operating systems, and hardware componentsAbility to work under pressure, prioritize tasks, and meet deadlinesA proactive, self-driven attitude with a passion for continuous learning and improvement
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