• Application Deadline:
• Position: Application Support Executive


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 5 years


• Location Lagos


• Job Field ICT / Computer 
  

Job Description

Responsibilities:

• Provide exceptional support to end-users.


• Monitor and message internal expectations on key business metrics such as support responsiveness, delivery of service, client satisfaction, and system performance.


• Develop the infrastructure and content of our knowledge base to continuously improve Client Services’ ability to deliver its offering with greater efficiency and customer satisfaction.


• Work with clients and engagement teams to anticipate project risks, resolve issues, consistently meet deadlines, and achieve 100% client satisfaction.


• Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement


• Assist in the QA process of new iterations of the software


• Recognize end-user's need for additional products and services.


• 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.


• Respond to e-mail and telephone support requests.


• Work with the Head of Support to supervise the entire support team and ensure they respond and resolve clients’ issues as quickly as possible.


• Escalates urgent problems requiring more in-depth knowledge of appropriate internal resources.


• Must have a clear understanding of; case priority, problem severity, and response time targets.


• Ensure deadlines are met.


• Improve Zanibal’s products and processes.


• Capture details of each support request in Zanibal’s ticketing system.


• Help test fixes provided by the engineers and incorporate them into client sites.


• Participate in business meetings.

Requirements

• At least 3-5 years managing proprietary software support teams


• HND/Bachelor’s Degree or equivalent experience


• Experience working in the Fintech industry that supports Banking, Securities Trading, and Asset Management businesses is preferred


• Technical background with a keen understanding of broader business needs and strategy


• Proven ability to deliver projects on time by leveraging your experience in development processes, work estimation, and optimal resource allocation


• Strong presentation and technical writing skills to effectively communicate with other teams


• Ability to juggle multiple projects and prioritize work accordingly


• Experience with Agile/Scrum methodology


• Extraordinary customer service and relationship management experience


• Critical thinking skills