• Application Deadline: Thu, 17 Mar 2022 00:00:00 GMT
• Position: Technical Support Officer


• Job Type Full Time


• Qualification OND


• Experience 1 - 3 years


• Location Lagos


• Job Field ICT / Computer 
  

Responsibilities

• Work within our ticketing system to create detailed tickets


• Be able to investigate and reproduce bugs


• Be able to use tools to screen record bugs


• Support customers over phone calls, emails, chat and any other channel


• Generating reports


• Train L1 support representatives and field agents on new releases of the app


• Escalate issues to Level 3 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom).


• Participate in meetings and training sessions for the L2 team


• When on call, be prepared to address technical issues at all times.


• Analyze the teamwork processes


• Detect and report critical bugs to the Technical Support Engineer(L3).


• Re-test fixed issues


• Maintain the test documentation


• Detect and report critical bugs to L3 support

Qualification and Experience

• BSc in Information Technology or relevant Diploma


• You must have a technical background, 1 - 3 years experience


• Experience using help desk software and remote support tools


• Familiarity with the retail and fintech industry is a plus


• Experience using help desk software and remote support tools


• Critical thinker and problem-solving skills


• Team player


• Good time-management skills


• Great interpersonal and communication skill


• Ability to produce user and troubleshooting documentation that other people can understand.


• Flexible to cover all the available shifts including Nightshift, Weekends and Holidays.