Company Description
Yoyo is the world’s fastest growing mobile wallet. We have developed a unique platform that powers seamless payment and loyalty experiences for developers, retailers and financial institutions across the world.
Yoyo is the world’s fastest growing mobile wallet. We have developed a unique platform that powers seamless payment and loyalty experiences for developers, retailers and financial institutions across the world.
We are a fun FinTech “start-up” that believes in empowering skilled and passionate individuals to be their best selves.
Job Description
Yoyo is looking for a passionate, innovative and skilled individual to join the Yoyo Support team located in Cape Town. As a Technical Support Agent you will be responsible for providing technical support, advice and assistance to customers with software system problems. The ideal candidate should be able to multi-task between Customer Support tasks and projects and be comfortable to work under the pressure of deadlines.
Yoyo is looking for a passionate, innovative and skilled individual to join the Yoyo Support team located in Cape Town. As a Technical Support Agent you will be responsible for providing technical support, advice and assistance to customers with software system problems. The ideal candidate should be able to multi-task between Customer Support tasks and projects and be comfortable to work under the pressure of deadlines.
Key Responsibilities:
- Take ownership of customer issues reported and see problems through to resolution
- Attend to queries logged on the customer support channel
- Make out-bound calls, with great communication skills exhibited through empathy, a welcoming and friendly voice
- Research, diagnose, troubleshoot and identify solutions to resolve internal customer issues
- Follow Standard Operating Procedures for proper escalation of unresolved issues and problems to the appropriate internal teams and drive to completion.
- Provide prompt, regular and accurate feedback to all internal/external customers
- Ensure proper recording, prioritization, classification and closure of all issues through the helpdesk system.
- Ensure that assigned calls are attended to and resolved within contracted SLA’s
- Ensure internal/ external ticket communication are performed in a professional and timely manner
- Ensure that tickets are categorized and tagged accordingly
- Provide Ad hoc Support
- Perform standby duty as per requirement and scheduled by the incident & problem manager
- Provide App support and resolve incidents/problems to end user’s satisfaction
Minimum Requirements:
- SQL knowledge and entry level experience
- Experience in ticketing systems (e.g. Freshdesk, JIRA, Zendesk etc.)
- Intermediate Excel skills (Microsoft Office)
- 2-3 years of experience in customer 1st and 2nd line support
- Matric
Advantageous:
- Tertiary qualification
- Relevant experience in how software development, especially app development and Fintech with reference to PSP mobile payments systems.
- Experience in Database Management Manipulation Language (DBML) and Database Management Systems (DBMS)
Skills & Characteristics
- Excellent listening and questioning skills, combined with the ability to interact confidently with internal/external customer to establish incident details
- The ability to work well in a team, promote team coercion and collaborate effectively
- Problem solving skills
- A strong customer centric focus
- The ability to prioritise your workload
- Commitment to excellence and innovation
Additional Information
Perks:
- Competitive salaries
- Coffee barista – fuel for your genius intellect
- Remote work and flexible hours