Kazang – Micro Merchant Division – Systems Support Specialist

A vacancy exists for a Systems Support Specialist within the Micro Merchant Division – Operations in Century City, Cape Town.

The Systems Support Specialist will be responsible for the support and configuration of internal systems and the associated processes that are used within the business. The systems include the Transactional Switch (CR), the Incident Logging systems (Freshdesk), the Inventory Management Systems (Palladium) and the Voice platform (1Stream), as well as any new systems that might be used in the future. Also included in this role is documenting and implementing new requirements from the business, such as the rollout of generative AI as well as training.

Key Responsibilities include, but are not limited to:

  • Systems Support and Configuration
    • Provide User support and training for internal systems.
    • Assist with the integration of new solutions.
    • Document support procedures, troubleshooting steps and system configurations.
    • Monitor system performance
    • Identify opportunities for improvement.
    • Coordinate with external service suppliers for maintenance and support.
    • Stay updated on emerging trends.
    • Co-ordinate with the Software department to facilitate integrations between the systems.
    • Configure the systems as per the business requirements.
    • Manage all change requests via a Change Request Approval process.

In order to be considered for this position, the following requirements must be met:

  • Matric/Grade 12.
  • Freshdesk experience.
  • IT qualification advantage.
  • Experience in a Technical Support role.
  • Experience in the VAS space.
  • Advance computer literacy.

Technical Competencies:

  • Microsoft packages – Excel, Word.
  • Palladium.
  • Freshdesk.
  • Content Ready.
  • Sharepoint.

Behavioural Competencies:

  • Analytical skills.
  • Problem solving.
  • Attention to detail.
  • Able to manage and motivate a team.
  • Actively seeks feedback, able to withstand criticism and use constructive criticism to improve.
  • Highly professional, high personal standards, able to produce work of a high quality.
  • Shows initiative.
  • Willingness to go beyond the call of duty.