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.
• Documenting 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.
• Setting up new users’ accounts and profiles and dealing with password queries for our platforms.
• Regular and accurate communication within agreed time limits to tickets logged, SLA and Communications policy.
  Prioritizing and managing many open cases at one time.
• Pro-active 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.
• Adherence 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 co-operation 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 demeanour 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. E.g. shows considerable business insight, beyond the fundamentals, asks probing questions and draws on a variety of sources to gain insight and to explore business drivers or industry trends.

Manage Complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. E.g. quickly determine the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods, well.

Plan and Align
Plans and prioritizes work to meet commitments aligned with organizational goals. E.g. adopts a sequence of activities that allows for optimal efficiency and effective coordination with others. Makes skilful use of resources and support to deliver efficient, high-quality work.

Balances Stakeholders
Anticipates and balances the needs of multiple stakeholders. E.g. draws upon insights from varied sources to gain a rich understanding of how to meet the needs of multiple internal and external stakeholders. Probes deeply in order to gain a rich, detailed grasp of the priorities of different stakeholders. Takes initiative to respond to stakeholder problems.
Drives Results
Consistently achieves results, even under tough circumstances. E.g. devotes considerable effort to surpassing goals and achieving the best possible results; goes above and beyond to achieve excellence. Drives ahead with great focus when faced with obstacles and setbacks. Maintains productivity and a positive attitude. Adapting approach and demeanour in real time to match the shifting demands of different situations.
Ensures Accountability
Holds self and others accountable to meet commitments. Holds self to high standards and consistently honour policies, procedures, and work requirements. Scrupulously ensures all work is accurate. 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.
Financial Acumen
Interprets and applies key financial indicators to make better business decisions. E.g. swiftly assembles and fluently interprets the financial data and metrics relevant to the role. Draws rich insights from financial and quantitative data.

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.