Technical Support Personnel

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