Product Support Specialist C | FirstRand

About us, purpose, experience and qualifications

about us

• make a promise
• be deeply invested
• value our differences
• build trust, not territory
• have courage
• always do the right thing
• stay curious and you have one simple goal: to improve the lives of customers through simple, effective solutions that meet their needs, contact us today and join a winning team. All appointments will be made in line with the Bank’s Employment Equity plan The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

purpose

Involvement in product development life cycle in order to understand how new products or new product features will impact both the end user and also the customer facing areas that directly support end users. Involvement with customer facing areas to understand what customers are struggling with so as to feedback to the business for possible product/system enhancements. The ultimate purpose is to improve customer experience and ensure customer retention.

experience and qualifications

• Grade 12 or relevant tertiary qualification.
• 2 – 3 years within a client service/support environment.
• 2 – 3 years experience compiling training material, conducting training and assessments.
• Experience working in a project driven/based environment.
• Understand how to analyse business requirements for possible customer impact.
• Understand how to analyse business requirements for impact on systems used to support customers, e.g. branch or call centre systems.

additional requirements

responsibilities

• Liaison with other internal stakeholders to collect and share information on customer’s experiences with the product.
• SME for the admin team and contact in terms of query resolution.
• Provide input into business requirements from a customer impact point of view to ensure a smooth customer experience when customers interact with the product /service.
• Liaison with other internal stakeholders to collect and share information on customer’s experiences with the product.
• SME for the admin team and contact in terms of query resolution.
• Provide input into business requirements from a customer impact point of view to ensure a smooth customer experience when customers interact with the product /service.
• Involvement in product development life cycle in order to understand how new products or new product features will impact both the end user and also the customer facing areas that directly support end users.
• Involvement with customer facing areas to understand what customers are struggling with so as to feedback to the business for possible product/system enhancements.
• Conduct training to internal customer facing areas, e.g. contact centre, branch, etc and to other business units, e.g. Premier banking, Wealth, VBS.
• Analyse business requirements specifications for impact on customers and customer facing areas
• Compile and evaluate assessments based on training conducted.
• Documentation of training material, product guides, frequently asked questions, how do I documents, for new products or product enhancements.
• Maintenance of expert knowledge on product or service being offered by the business unit.