Senior Technical Support Agent: PPS Mutual at PPS

Formal Qualifications:

• Matric.
• Post Matric qualification in business related studies or equivalent. 
• Bachelor’s degree in business related studies or equivalent an advantage.

Knowledge & Experience:

• 4 -6 years’ technical support and operations experience with an extensive knowledge of all Tier 1 systems.
• 2- 4 years leadership experience.
• 5+ years financial services industry experience will be an advantage
• Ability to manage multiple activities, meet deadlines and adapt quickly to changing priorities.
• Ability to work in a self-directed, fast-paced environment.

Strategic Orientation:

• Knowledge and understanding of the PPS Mutual vision, strategy and products.
• Ability to organise activities/ functions to form a bigger picture.

Computer Literacy:

• Adaptable in the use of the latest MS Office Package (e.g. MS Excel, PowerPoint, Word, etc.).

Behavioural Competencies:

• Sense of urgency and highly accountable.
• Complex problem-solving skills.
• Analytical and solutions orientated. 
• Excellent relationship building skills.
• Attention to detail and high levels of accuracy.
• Highly organised.
• Energetic and enthusiastic.
• Self-motivated.
• Good communicator.
• Team player.
• Ability to work under pressure.

Duties and Responsibilities

• Working with cross-functional teams to deliver exceptional service to all customers by attending to and resolving highly technical and complex system problems and queries in line with quality standards and published SLA’s. 
• Support the team culture and performance standards by collaborating with all the business units within PPS Mutual to resolve Production queries and complex system problems with the necessary technical proficiency and troubleshooting.
• Analyse and interpret data for reinsurance and valuation purposes.  
• Ensuring that the technical support team is adequately skilled and trained to support all business units.
• Find solutions to reduce manual intervention on all Tier 1 Systems.
• Assist with Business testing as and when required.