Technical Support Specialist

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

Job title: Technical Support Specialist

Reporting to: Technical Support Manager

Location: Cape Town

WHAT WE DO

We're Lula. We build innovative fintech products to help SMEs make cash flow. From instant access to funding to all-in-one business banking accounts and cutting-edge financial analysis tools, we're on it!

Our purpose is to help SMEs manage their business better, faster, simpler, Lula, so they can spend more time doing what they love.

Speaking of love, we’re looking for Lulas who love to make a difference to join our team and change the game.

OUR VALUES

Collaborative - we’re a clan and work together as a team, always towards a common goal

Committed - we’re accountable and follow through no matter the challenge

Curious - we look for better ways to do things and make a positive difference

Connected - we stay close to, learn from and look to understand each other and our customers

Compassionate - we go out of our way to care about our colleagues, our customers and our community

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 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.
• 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 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 COMPETENCIES WE’RE AFTER

• Quick learner
• Ability to work collaboratively
• High attention to detail
• Self-motivated
• Highly credible and trustworthy
• Open and honest
• Strong planning skills and ability to prioritize
• Adaptable and flexible
• Resilient to change and ambiguity

THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR

• Matric certificate or equivalent
• A+, N+, ITIL and Microsoft certifications advantageous
• 5+ years of experience in technical support or IT infrastructure role
• Experience with ITSM and ITAM tools essential
• Experience with office networking and wireless technologies 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

Please note that all appointments are subject to our background checking process, which may include Credit, Criminal and any other job inherent checks