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Technical Support Analyst (Johannesburg)

BCB Group

BCB Group

IT, Customer Service
Johannesburg, South Africa
Posted on Monday, July 8, 2024

About BCB Group

BCB Group is a leading crypto-dedicated payments and trading services provider, serving many of the industry’s largest clients including Bitstamp, Crypto.com, Gemini, B2C2 and Kraken. BCB Group provides payment services in over 30 fiat and crypto currencies, FX & crypto trading, crypto custody and BLINC, BCB’s free and instant settlement network for the BCB client ecosystem.

Responding to corporate and institutional demand for essential and excellent infrastructure in digital asset markets, BCB Group was created by established thought leaders in finance, regulation and technology. Founded in the UK and developed to encompass key relationships across global financial services communities, BCB Group is well positioned as one of the first multi-jurisdictional regulated cryptocurrency service firms.

The cryptocurrency and blockchain industry is growing rapidly, and we want to continue shaping the way the industry progresses. We are looking for talented, motivated and crypto-passionate individuals to join us in ushering in this new financial revolution.

What will you be doing?

We are looking for a proactive and detail-oriented individual with excellent problem solving and technical skills. You’ll interact with our clients and internal teams on a daily basis, providing technical explanations and updates, so great communication should be one of your superpowers.

Key Responsibilities

  • Providing technical support for our clients as well as internal teams (troubleshooting and triaging incidents)
  • Provide clear and concise technical explanations to customers with varying levels of technical expertise.
  • Manage production incidents throughout their lifecycle to resolution using the defined incident management process
  • Escalate complex issues to internal teams as needed while providing appropriate incident details.
  • Ensuring that all the incidents are updated and resolved in line with the agreed SLAs.
  • Update SQL data entries in accordance with business requirements and policies
  • Building and maintaining a close relationship with the customer services team to assist with any queries
  • Monitor and report on performance metrics and trends at production support meetings.
  • Continuously learn and improve technical skills to stay ahead of the curve.
  • Assisting in execution of test scenarios to ensure that new functionality releases fully meet our functional and non-functional requirements
  • Proactively monitoring our systems for any quality issues and raising these through agreed channels

Skills and Experience Required

  • 2-3 years of experience working in an Agile, financial services environment
  • Strong communication skills, comfortable dealing directly with the clients and internal stakeholders at all levels
  • Ability to provide concise and relevant updates to stakeholders with different technical skills
  • A problem solver and quick learner with a keen eye for detail
  • Knowledge of SQL is essential
  • Experience with cloud/microservices based applications
  • Experience in Payments domain is a bonus
  • Experience in user acceptance/web application testing role
  • Experience working with a ticketing system (ClickUp, Jira, etc.)

So, what’s in it for you?

Our people are constantly striving to be the best through operational excellence. The professional development and learning opportunities create an agile, hardworking, conscientious, and knowledgeable team.

The opportunities for personal growth are exponential. You grow as the business grows. The roles and responsibilities are broad and ever-changing, and the dynamism of BCB keeps you engaged and highly motivated.

At BCB, we believe in empowering individuals to create a culture of personal growth, together, and driving empowerment from the bottom up, up-skilling every individual at every level. This means our team has a sense of commonality and belonging, driven by a shared belief in our mission. We’re passionate about our business, our people, and providing 360-degree support for success.

  • The chance to operate at the forefront of our industry
  • You can talk to anyone in the business as there are no barriers and everyone is accessible
  • You will be collaborating with teams on a hybrid working arrangement
  • We value team success where every individual can grow and prosper
  • 30 days annual leave each year
  • 4 days per year to prioritise your mental health
  • 1 company volunteering day per year
  • Strong benefits package including; Private Healthcare, Pension, Income Protection (long-term absence), Life Insurance, Menopause Policy, and an enhanced Parental Leave policy, and the equivalent offering for our colleagues in South Africa via Discovery/Vitality.