Technical Support Specialist

Technical Support · Johannesburg, Gauteng
Department Technical Support
Employment Type Full-Time
Minimum Experience Mid-level

Meet Ozow

Ozow is the future of payment — a world-class easy, automated, and ultra-secure EFT solution that helps customers pay in just a few seconds and merchants can initiate Ozow payments through a variety of payment platforms, such as SMS, eCommerce, eBilling, QR Code and instore Point-of-Sale (POS).


We’re looking for candidates who can inspire us and be inspired by us. Join us on our journey as we become the industry leader that provides the simplest and easiest way to pay. And while we’re on our way to building an inclusive payments market, we’re building an equally inclusive workforce.



More about this Ozow fantastic position

The core function of this role is that of a technical support engineer with strong technical knowledge, a knack for solving hard technical problems, with growth opportunities both within the support and development department. 

 

From a Technical Support Specialist (Second Line) point of view, your role is to ensure that customers receive excellent and consistent service to a high standard and handle issues in an efficient and friendly manner. Support staff must make sure that they know the policies and SLAs that are in place and always adhere to them.  In the role of support, staff will report to the Head of Support and keep themselves accountable for their own actions, representing the company in the best light possible by always demonstrating our core values. 

 

Ultimately, we are all accountable to the customer as they use the services we offer.  Many support queries are of a technical nature and therefore Ozow technical support specialists should have a thorough understanding of the Ozow system, programming languages, techniques, and concepts used. You would need to assist external developers and merchants in their attempts to successfully integrate their respective systems with the Ozow system and troubleshoot technical issues that might arise.  In this role, you form the bridge between the Support Team and the Development team, being able to understand, triage, and communicate technical issues and trends of issues, and being involved from the first communication to resolution.   



You are an ideal candidate if you:

  • Proven minimum experience of 5-10 years as a Technical Support Agent, Second or Third Line Technical Support Engineer, Helpdesk Team Leader or similar highly technical role. 
  • Hands-on experience with Windows/Linux/Mac OS environments. 
  • Strong understanding of computer systems, mobile devices, and other technical products. 
  • Strong understanding of networking standards and protocols. 
  • Ability to diagnose and troubleshoot intricate technical issues. 
  • Familiarity with remote desktop applications and help desk software such as Zendesk and Fresh Desk. 
  • A good understanding of software development and modern application stacks to the point of being able to triage and / or resolve issues. 
  • Excellent problem-solving and communication skills. 
  • Ability to work shifts and standby. 
  • Ability to provide step-by-step technical help, both written and verbal. 
  • Bachelor’s degree in information technology, Computer Science, or relevant field advantageous. 


 

Your skills and experience

  • Thorough understanding and experience of second-line technical support to end-users and merchants using and operating automated call distribution phone software, or via remote connection. 
  • Analysis of software trends, utilisation, error rates, and common issues to catch issues before they grow teeth. 
  • Interact with customers to provide and process information in response to inquiries, concerns, and technical requests about products and services. 
  • Continuously upskill support staff and the non-technical staff of Ozow to understand the full functionality and potential of the Ozow system. 
  • Diagnose and resolve technical software issues with third party and custom integrations. 
  • Research required information using available resources. 
  • Follow standard processes and procedures; create new processes and procedures where lacking. 
  • Identify and escalate priority issues per client specifications.  
  • Redirect problems to the appropriate people; follow internal escalation processes. 
  • Accurately process and record all transactions using a computer and designated tracking software; 
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business; 
  • Organise ideas and communicate verbal messages appropriate to the audience and situation; 
  • Stay current with system information, changes, and updates, and trends in software development and infrastructure.  
  •  Excellent knowledge of commonly used software products, and a thorough understanding of the basic building blocks of a distributed, internet-facing application. 
  • Excellent communication and work ethic, willing to go the extra mile. 
  • Analyse and triage issues and be able to provide the technical root causes for issues that arise. 
  • Be the subject matter expert on Ozow product features from a business perspective, as well as from a developer perspective. 


Health and safety first

These are unprecedented times and because our people couldn’t be more important to us, health and safety couldn’t be more important to us. We’ve made sure that our office is a safe place to work and we’ll continue to do so, to ensure that we combat the spread of COVID-19.



Our benefits

At Ozow, first and foremost, you’ll get to do meaningful work and grow your career. But we’re also not your average 9-5 company. We work together and play together and because we really care, we offer plenty of perks too.



Some of the things to look forward to

Fitness challenges and healthy eating. Medical and Life insurance plans. Be the hero or toast the hero of the month at first-Friday drinks. Take half a day off from work on your birthday and let us celebrate this special day with you by giving you a little spoil. Your family is our family, they too get spoils and get to join us on special events. Our holistic wellness program will give you access to a toll-free confidential telephonic counseling line which is available in all 11 languages, 365 days a year. We thrive on seeing our team members grow by creating a learning culture and deliberate training programmes. There is so much more where this came from, but enough to get you excited.


Convinced? We thought so.

If we seem like the kind of forward-thinking, progress-making, energetic company you’ve been waiting for, give us a shout. We’d love to hear from you.

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  • Location
    Johannesburg, Gauteng
  • Department
    Technical Support
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level