Junior Technical Support Specialist

Job title: Junior Technical Support Specialist

Reporting to: Technical Support Manager

Location: Cape Town

ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S EE TARGETS

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!

We’re making business banking fast, human, Lula!

CULTURE CODE

• We Embrace Curiosity- We continuously seek better ways to deliver value with a solutions-over-problems mindset.
• We win as One - We collaborate, build strong relationships and value diverse perspectives
• We’re Driven by Purpose - We are passionate and committed to delivering the best products and services for SMEs
• We Execute with Ambition - We set ambitious goals, embrace challenges, and deliver with focus and determination

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:

• IT Support: Provide Lula with best-in-class IT support, ensuring prompt and effective responses to basic support inquiries, issues, and concerns of all kinds and technologies.
• 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.
• 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.
• Ticket System Management: Document all support interactions, resolutions, and escalations accurately and maintain excellent ticket hygiene.
• Documentation: Contribute to the creation and maintenance of knowledge base articles and support documentation.
• Collaboration: Collaborate with the Technical Support Team 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 the implementation of improvements and optimisations.
• 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.
• 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 SKILLS AND EXPERIENCE WE’RE LOOKING FOR

• Matric certificate or equivalent
• A+, N+ certifications are required and ITIL, or any Microsoft certifications are advantageous
• 1-2 years of experience in technical support or IT infrastructure role
• Experience with ITSM and ITAM tools is essential
• Experience with office networking and wireless technologies is essential
• Experience with Microsoft 365 and Azure cloud-based technologies is advantageous
• Excellent problem-solving and troubleshooting skills, with a keen eye for detail
• Outstanding communication and interpersonal skills, with a user-centric approach
• Familiarity with a wide range of software, operating systems, and hardware components
• Ability to work under pressure, prioritize tasks, and meet deadlines
• A proactive, self-driven attitude with a passion for continuous learning and improvement