Senior Tech Support Manager at Helium Health

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Full Time Jobs

Lagos

Posted 2 years ago

Helium Health is inviting credible applicants who are willing to partake in its ongoing recruitment to fill the position below:

Job Title: Senior Tech Support Manager

Location: Lagos
Job Type: Full time

About Helium Health: Helium Health is a full-service Healthtech company that provides a suite of solutions for healthcare providers, payers, and patients in emerging markets – at the core of which is our SaaS based electronic medical records/hospital management information system (EMR/HMIS).

Job Requirements

First Degree in Computer / Information Technology, Software Engineering, or any other related field. The equivalent of the same in working experience is also acceptable.
Professional Qualification is required (ITIL is preferred).
8 – 12 years’ broad experience or equivalent in managing deployment of tech support to customers.
Strong leadership, accountability, and collaborative skills with a high degree of ethical standards and integrity.
Ability to work with non-technical end users to explain technical concepts, and clearly and concisely document a technical issue from discovery, to research, to solution and implementation.
Enjoys documenting processes and checklists to deliver a consistently high level of support experience.
Detail-oriented and strong problem-solving skills.
Excellent decision-making, negotiation, and conflict-resolution skills.
Very good people management and team building skills.
Strong interpersonal skills and the ability to quickly establish credibility.
Experience providing technical support for SaaS and on-premise-based products via email, chat, phone, and on-site visits.
Experience with a help desk system like Zendesk, Help Scout, or other ticketing systems.
Nice to have – experience working with Linux, Docker, and a live chat system such as Intercom.
Digitally savvy and proficient in the use of Microsoft Office and other work productivity tools.