Equals
DUE: 09 AUG 2024
VACANCY: SERVICE DELIVERY – TECHNICAL SUPPORT GRADUATE INTERN
An exciting opportunity has emerged for ambitious and highly motivated recent graduates to join our
team. We are seeking enthusiastic and dedicated individuals to provide exceptional support to our
banking clients. In this role, you will serve as the first point of contact for clients seeking assistance via
phone or email, delivering basic technical support with accuracy and efficiency.
This position offers hands-on experience in the fintech industry, enabling you to develop essential skills
in customer support, problem-solving, technical troubleshooting, incident management, and software
application support.
Duties and Responsibilities
• Customer Support – respond to customer queries via phone, email, or chat, providing accurate
product information and basic technical assistance, performing 1st level support,
troubleshooting issues, escalating complex problems, and ensuring regular updates on issue
progress.
• Technical Support – provide application support by troubleshooting and resolving softwarerelated issues, conducting basic troubleshooting using SOPs, utilising SQL for database
queries and data analysis, and performing health and quality checks to ensure operational
excellence.
• Documentation and Reporting – maintain accurate records of customer interactions and
support activities, ensure timely updates in the call log and ticketing system, and contribute to
the development and maintenance of support documentation and knowledge base articles.
• System Monitoring and Incident Management – monitor systems, applications, and service
alerts on a 24/7 rotating shift, responding to and resolving or escalating alerts as necessary.
• Continuous Improvement Responsibilities – continuously enhance knowledge of supported
technologies, suggest procedural improvements, and relay customer feedback to the
appropriate internal teams.
The Person:
The ideal applicant should possess the following minimum qualifications and attributes:
• Recent graduate with a degree in Information Technology, Computer Science, or a related field.
• At least 1 year of work experience is a plus.
• Fluency in both oral and written English.
• Excellent communication and interpersonal abilities.
• Strong analytical and problem-solving skills.
• Customer service skills and a genuine desire to help people.
• Ability to prioritise and multitask efficiently.
• Proficiency in using Microsoft Office Suite.
• Familiarity with SQL and the ability to write and execute basic queries.
• Availability to work in rotating shifts, including evenings, weekends, and holidays.
What We Offer:
• Training and mentorship to help you succeed in your role.
• Opportunity to work with a diverse and talented team in a fast-paced fintech environment.
• Exposure to cutting-edge technology and innovative solutions.
• Potential career growth and advancement opportunities within the company.
TO APPLY
Qualified and interested candidates must email their CVs to [email protected] on or before 09 August
2024, indicating the position being applied for on the email subject line. Only shortlisted candidates will
be contacted.
