Senior Technical Support Specialist

WHAT WE DO

Lula is an innovative and human-focused FinTech company on a mission to help small businesses optimize their cash flow. Our purpose is to help SMEs manage their businesses better, faster, and more simply, so they can spend more time doing what they love.

If you’re looking for a new place to call ‘home’ that believes in the potential of the broader SME landscape in South Africa and a place where you’ll work with awesome people, then Lula’s the place for you!

Culture Code: 

• We Embrace Curiosity- We continuously seek better ways to deliver value with a solutions-over-problems mindset.
• We win as One - We collaborate, build strong relationships, and value diverse perspectives
• We’re Driven by Purpose - We are passionate and committed to delivering the best products and services for SME
• We Execute with Ambition - We set ambitious goals, embrace challenges, and deliver with focus and determination.

OVERALL PURPOSE

We are seeking a highly motivated and skilled Technical Support Specialist to join our dynamic support team. The successful candidate will be responsible for providing outstanding technical support to our customers via various communication channels, such as phone, email, and live chat. You will assist users in troubleshooting software and hardware issues, resolving technical problems, and guiding them through product usage and best practices. Your ability to communicate technical information clearly and empathetically will be crucial to ensuring customer satisfaction and loyalty.

Responsibilities will include: 

• Collaboration: Collaborate with the Technical Support Team Lead to adopt and implement strategies for improving technical support processes and procedures.
• Technical Expertise: Maintain an in-depth understanding of our infrastructure and services, as well as industry trends and best practices. Provide recommendations and assist with the implementation of improvements and optimisations.
• Training and Development: Conduct regular training sessions to keep the technical support team up-to-date with product knowledge, technical skills, and best practices.
• ITSM & ITIL: Be a key member involved in Incident, Problem, and Change Management. This will include in-depth root cause analysis (RCA) and post-incident reports (PIRs) in the Technical Support space.
• IT Support: Provide Lula with best-in-class IT support, ensuring prompt and effective responses to inquiries, issues, and concerns of all kinds and technologies. Act as an escalation point for complex cases, working closely with the Technical Support team to resolve critical problems.
• Network Support: Maintain, monitor, optimize, and support Lula’s office network. This will include resolving issues, scheduling updates and upgrades, as well as adhering to regulatory compliance.
• Solutions & Project Delivery: Design, implement, and manage IT solutions and projects from conception to completion, working closely with other Technology Support team members, relevant departments, and stakeholders.
• Security Management: Facilitate the management of endpoint vulnerabilities, role assignments, and access to various Lula tools, systems, networks, and office spaces, ensuring that regulatory compliance and best practices are adhered to.
• Hardware and Software Management: Oversee and optimize the IT Asset Management (ITAM) lifecycle, deployment, tracking, and disposal strategies. Ensuring that all records are kept up to date in collaboration with our Finance department. 
• Supplier Management: Work closely with our key suppliers to ensure incidents are resolved within our agreed service level agreements (SLAs).
• Continuous Improvement: Constantly drive improvements to our internal service level agreement (SLA) performance and satisfaction scores.

THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR

• Matric certificate or equivalent
• A+, N+, and Microsoft certifications essential
• Certification or working knowledge of the ITIL framework is advantageous 
• 5+ years of hands-on experience in a technical support role
• 3+ years of  experience with office networking and wireless technologies such as Ubiquiti is essential
• 3+ years of Experience with Microsoft 365 and Azure cloud-based technologies is essential
• 2+ years experience in a high-pressure, fast-paced environment
• 2+ years experience in a Senior Technical Support position
• Experience with ITSM and ITAM tools is essential
• Excellent problem-solving and troubleshooting skills, with a keen eye for detail
• Outstanding communication and interpersonal skills, with a user-centric approach
• Familiarity with a wide range of software, operating systems, and hardware components
• Ability to work under pressure, prioritize tasks, and meet deadlines
• A proactive, self-driven attitude with a passion for continuous learning and improvement