Role Purpose\u00a0\u00a0 \u00a0<\/p>\n
\tThe role of this Digital Support Agent is to provide technical software support to users of the Momentum Engagement platforms such as momentum.co.za, the VIA suite and the Momentum client and adviser mobile apps.<\/p>\n
Requirements<\/p>\n
\tAt least two years’ experience in a technical Helpdesk \/Contact Centre environment.
\n\tAt least two years’ experience in an IT\/Technical software support.
\n\tExperience in the Financial Services industry.<\/p>\n
Preferred System Exposure:<\/p>\n
\tInbound\/Outbound Telephony Systems (Euphoria preferred).
\n\tHelpdesk Incident Management Software (Freshdesk and Jira preferred).
\n\tMomentum’s Line of Products.
\n\tClient systems (Client Facing Websites and Mobile Applications Support).
\n\tFinancial Adviser systems (Adviser and Channel management applications Support).<\/p>\n
Qualifications<\/p>\n
Minimum qualifications:<\/p>\n
\tGrade 12 \/Matric qualification.
\n\tRelevant IT qualification.
\n\tCompleted modules or subjects in technical and\/or computer software preferred.
\n\tITIL Foundation V3\/V4 preferred.<\/p>\n
Duties & Responsibilities\u00a0\u00a0 \u00a0
\nProvide excellent service to the users of the Momentum Engagement platforms including clients, advisers, internal employees and Channel management by:<\/p>\n
Resolving first-line technical software support queries of users of the Momentum Engagement platforms, according to expected standards of service delivery and within agreed SLAs:<\/p>\n
\tDisplaying excellent verbal and written communication.
\n\tAccurately logging details of the queries as per the defined Problem management process to enable record keeping and trend analysis of
\n\tPerforming the required trouble-shooting with the aim for first call resolution.
\n\tEscalating complex queries to second-line support when necessary, with the required details to enable further problem<\/p>\n
Contribute to a positive work climate and culture by:<\/p>\n
\tArriving for shifts punctually and managing time
\n\tContributing to a self-managed team environment with a can-do attitude to ensure team goals and service targets.
\n\tStriving for first time query resolution within required SLAs and
\n\tWorking with Operational Support analysts on escalated<\/p>\n
Identifying opportunities to increase operational efficiency in the Support Manage own performance and development by:<\/p>\n
\tSuccessfully completing ongoing training required to maintain service
\n\tDisplaying team work and collaborating with team members to maintain operational
\n\tPro-actively providing feedback to Operational Support and\/or Team management
\n\tCreating and following a Personal Development Plan enabling future career<\/p>\n
Competencies\u00a0\u00a0 \u00a0<\/p>\n
\tProblem solving and solutions implementer
\n\tLeads change and innovation
\n\tCollaboration
\n\tSelf-development
\n\tSelf-starter
\n\tStrategic thinker
\n\tBusiness knowledge
\n\tGrowing talent
\n\tTeamwork and cooperation
\n\tAttention to detail
\n\tResults driven<\/p>\n
Deadline:12th August,2025<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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