Job Summary

We are a technology company providing solutions to financial institutions in Kenya and abroad and we are looking to recruit a technical support person

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description

Main responsibilities:
•    Provide exceptional support to end-users
•    Respond to Skype, e-mail and telephone support requests
•    Use deductive problem solving skills to investigate and solve a broad range of issues each day
•    Customer correspondence including documentation of user guides and other resources
•    Improve our products and processes
•    Analyze each support request for root cause, determine if the issue could be prevented by changes in the software or business processes, and outline change recommendations
•    Update and create online knowledge base articles to reduce support requests
•    Capture details of each support request in the ticketing system
•    Act as liaison between users and development
•    Help test fixes provided by development and deploy them on clients sites
•    Work closely with the developers to make the applications more intuitive, easier to deploy and easier to  support
•    Escalation and reproduction of technical issues for the development team
•    Help the sales team
•    Provide pre-sales technical support as needed
•    Recognize end-users’ need for additional products and services

Technical Skills and Experience
•    Demonstrated basic SQL programming and reports creation skills are highly desirable
•    Good formal documentation skills
•    Demonstrated investigative and problem solving skills
•    Degree in IT or related field
•    Minimum 3 years’ experience in a similar position

General Skills
•    A passion for automating manual processes and learning how things work
•    Ability to interact effectively with both non-technical users and highly technical users
•    Good organizational skills with ability to prioritize and meet deadlines under pressure
•    Ability to quickly grasp and understand new tasks and ideas
•    A desire to make things more efficient - we are looking for someone who enjoys initiating change
•    Excellent follow-through with minimal management
•    Good communication skills
•    Good understanding of banking and working experience of banking solutions

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Anonymous Employer
| Contract |
KSh Confidential
Anonymous Employer
| Contract |
KSh Confidential
| Full Time |
KSh Confidential
| Full Time |
KSh Confidential