About Electrum:
Electrum is an exciting B2B tech company. We partner with some of South Africa's biggest household names, enabling them to open up their customers' access to payments and digital goods and services. We love that the projects we work on touch the lives of millions of South Africans every day, making a real difference.
We hire the best of the best and we offer great opportunities for both personal growth and career progression.
The Role:
In this role, you will directly report to the Application Support Manager. As a Helpdesk Engineer, you will play a crucial role in providing technical support and assistance to our clients. You will be the first point of contact for end-users, addressing their inquiries, resolving issues, and maintaining a high level of customer satisfaction.
This role offers a chance to engage with a range of cutting-edge technology stacks, making it an exceptional opportunity for both learning and advancing your career within the Electrum realm. Beyond the resolution of helpdesk issues, we're searching for an individual who possesses the drive not only to perform well but to actively identify possibilities for enhancing our systems. Our perfect candidate isn't content with merely delivering satisfactory work; they aspire to deliver World Class Customer Service in every aspect of their role.
Responsibilities:
Customer Support:
Serve as the initial point of contact for customer inquiries and technical issues related to our products Provide timely and effective resolution to customer concerns through various communication channels, including email, phone, and chat. Provide effective solutions to customer issues. Issue Triage and Resolution:
First response customer interaction, triage and information gathering Case hygiene; creation, classification, escalation and management Accurately assess, prioritise, and escalate support tickets based on severity and complexity. Troubleshoot and resolve Tier 1 technical issues independently and collaborate with Tier 2 support when necessary. Troubleshoot and diagnose software problems, escalating complex issues to the appropriate teams when necessary Documentation and Knowledge Sharing:
Document, track, and monitor issues to ensure timely resolution and maintain accurate records of customer interactions Create and maintain comprehensive documentation for common issues and resolutions. Share insights and contribute to the internal knowledge base to enhance team efficiency. Create and maintain knowledge base articles and resources to aid customers in self-service issue resolution. Adhering to business processes and procedures Collaboration with Cross-functional Teams:
Collaborate with engineering teams to communicate customer feedback and contribute to continuous product improvement. Work closely with the Application Support team and other departments to ensure a seamless customer experience. Educational qualifications:
Relevant Certificate or Diploma Relevant experience:
1-2 years proven experience in a technical support or help desk role, preferably in a SaaS environment. Strong understanding of SaaS applications, cloud technologies, and familiarity with help desk software (e.g. Freshdesk).
Advantageous for the role:
Excellent problem-solving skills and the ability to communicate technical concepts effectively to non-technical users. Exceptional customer service skills with a passion for delivering top-notch support experiences. Ability to thrive in a fast-paced, dynamic environment and adapt to evolving technologies. Technical proficiency in troubleshooting software and hardware issues. Ability to work independently and collaboratively in a team-oriented environment. This role require a shift rotation and working from the office We have created an high-performance culture where you can expect:
Career growth - Delivering world-class financial services software products in a fast-paced company is not easy, and it takes an insane amount of effort. But in return for your effort you'll get hands-on experience working on products that are used by millions of people, and a high quality work experience that will accelerate your career faster than anywhere else. Transparency - We openly discuss strategy, finances, salaries and other major decisions. Autonomy - We know you'll be able to make good decisions if you have good information, and we trust you. Shared Vision - You'll be able to shape a vision you can believe in - on how to build the future of financial services. Work-life balance - You know when your brain has switched off for the day and you need to go for a hike or coffee shop with a view, but you also know when your team needs help to bring that strategic deliverable home. At Electrum you will be expected to know when you deserve that time out, and when you need to knuckle down and get the work done. These are few practical ways we practise the culture we are so proud of: Flexible work hours Onsite gym and shower facilities Daily cooked lunches and a stocked kitchen for the afternoon nibbles Team socialising like hikes, getaways, and dinners A generous leave policy, starting at 20 days per year A recreational area with foosball, table tennis and an Oculus Fatsaks scattered around the office for deep thinking or meditation We have created a safe, transparent environment where:
We know mistakes happen, and that's okay. We even have a three-step approach to dealing with them: Tell everyone about it Fix the mistake Tell everyone about the solution You are responsible for your actions – both the successes and the failures We talk openly about salaries and bonuses. At Electrum, we believe it's evident why some people earn more and others a bit less. It's like being on a sports team where salaries are widely known.
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