The Role

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
• Is there a good work-life balance? Absolutely, we take this seriously!
• You can talk to anyone in the business as there are no barriers and everyone is accessible
• You will be collaborating with teams in our offices based in Johannesburg 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 priorities your mental health
• 1 company volunteering day per year
• Strong benefits package including; Medical Aid, Provident Fund, an enhanced Parental Leave policy and more

About BCB Group

BCB Group is a leading provider of regulated payment and trading services in crypto and fiat for the digital asset economy. We provide accounts, cryptocurrency and foreign exchange market liquidity for some of the world’s largest, crypto-engaged businesses, including crypto exchanges, liquidity providers, market makers, investment firms, custodians, payment processors and wallet providers.

Our end-to-end suite of products are accessible through our Client Console UI and API. We offer more than 40 fiat and cryptocurrencies, deep trading liquidity, 24/7 instant payments through our instant settlements network, BLINC, and secure crypto services. Our strong focus on compliance matches our technical and business expertise, and we are regulated by some of the world’s most respected regulators. Authorised in the UK, France and Switzerland, we place the utmost importance on our regulatory-first institutional principles.

Our leadership team boasts years of relevant, high-level experience at globally-renowned institutions. They combine finance, law, regulatory and technology skills in traditional and crypto financial services with a deep understanding of the new digital asset economy.

Our mission is to create the trusted platform to pay, store, trade and earn fiat and digital assets, globally 24/7

www.bcbgroup.com