Systems Support Specialist -

Rapid Response

IT - Cape Town, South Africa

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Purpose of Role

To fit into the agile development team as a Rapid Response Specialist and assist in Handling the incidents/validating the bugs/Features and rapidly responding to the Business.

Responsibilities

  • Handling the incidents daily basis and reporting back to the right department to be resolved
  • Monitoring the Error rate on supplier level and payment level report to the relevant department head for action.
  • Be responsible for Bugs loaded by user’s project to validate all aspects of bugs and respond to business ASAP.
  • Be responsible for working closely with Tech support department and end users for resolving the incidents as soon as possible.
  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues, Prepare accurate and timely reports

Expectations

  • Get understanding of the industry, platform and environments to be able to comfortably handle the issues.
  • Understand what is required in terms of Rapid Response for the incidents and bugs reported by Business.
  • Validate the Tasks in Bugs loaded by users/ Features requested by Business
  • Participate with manual QA to understand how users interact with the system to be able to assist in UAT and regression testing
  • Understand the Errors/Failed rates on supplier level/payment level set the metrics i.e what is the acceptable percentage and respond to the business
  • Working closely with Business Owners/Product Owners/ QA/ Development Manager to resolve the issues reported by the users

Skills Requirement

  • Strong understanding on back office (TCC)
  • Understanding on Operations flows
  • Good Knowledge basic computer skills, i.e Browsers, Operating systems, MS Office
  • Supplier/payment gateways knowledge is added Value
  • Excellent communication is critical as this role will interact on a daily basis with vendor and business partners
  • Demonstrated experience would be added value

Personal Competency Requirements

  • Passionate
  • Driven
  • Love for the travel industry
  • Willing to take the right risk
  • Ideas generator
  • Meet requirements but continually exceed expectations
  • Strong interpersonal skills including the ability to promote co-operation between team members
  • Strong analytical and problem solving skills, including the ability to understand and critique requirements

Experience

  • Strong computer skills i.e windows, MS office, Browser related
  • Experience in the Travel industry would be helpful



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