View Jobs at Sunrose Consulting Limited |
Full Time Jobs |
Delta Lagos |
Posted 1 month ago |
Job Title: Technical Support Specialist
Activities
- Respond to customer inquiries, technical issues, and service interruptions through various support channels (email, chat, phone).
- Diagnose and resolve software, app, and platform-related issues.
- Guide users on how to properly use The Company’s platforms, including the mobile apps and web services.
Platform Maintenance and Monitoring:
- Perform routine monitoring of all the Company’s platforms’ systems and services to ensure uptime and performance.
- Manage alerts and notifications related to system performance, security issues, and potential downtimes.
- Implement proactive maintenance to prevent issues before they occur.
Technical Issue Escalation:
- Escalate complex technical issues to senior engineers or developers when necessary.
- Document and track the status of escalated issues until resolution.
User Feedback Management:
- Collect and analyse user feedback to identify recurring issues or potential areas for system improvement.
- Communicate with product teams to ensure feedback informs future updates and features.
Knowledge Base and Documentation:
- Create and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides, and user manuals.
- Ensure up-to-date and accurate technical documentation for both internal teams and end-users.
Collaboration with Product and Development Teams:
- Work closely with development teams to test new features, services, or updates to ensure they function as expected.
- Provide insights from support interactions to help improve product design and usability.
Compliance and Security Monitoring:
- Ensure all support processes align with data security and compliance standards.
- Monitor for security breaches or risks, and assist in reporting and mitigating such risks.
Training and Onboarding:
- Conduct training sessions for new customers, internal teams, or corporate clients to ensure a smooth onboarding process.
- Assist with the deployment of new services and explain how they work to users.
Reporting and Analytics:
- Generate regular reports on support ticket volume, resolution times, and common issues.
- Analyse support trends to identify potential technical challenges or areas for process improvement.
System Updates and Testing:
- Ensure smooth rollout of system updates by testing and troubleshooting the Company’s platform services, including transportation, delivery, e-commerce (ShopFAST), and wealth creation systems.
- Provide technical support during version updates and new feature deployments.
Candidate Profile
- Experience: Minimum of 3 years of experience in technical support or a related role, preferably in the technology or transportation industry.
- Technical Expertise: Strong understanding of mobile apps, software platforms, and common technical issues. Experience with Android and iOS platforms is a plus.
- Problem-Solving Skills: Excellent analytical skills with the ability to troubleshoot and solve technical issues efficiently.
- Communication Skills: Exceptional verbal and written communication skills, with the ability to explain technical issues to both technical and non-technical users.
- Customer-Centric Approach: A passion for helping customers and ensuring their technical needs are met with a positive attitude.
- Adaptability: Ability to work in a fast-paced environment and manage multiple issues simultaneously.
- Attention to Detail: Strong organisational skills and attention to detail, ensuring accurate reporting and follow-up on issues.
- Professionalism: A high level of integrity, professionalism, and commitment to excellence in all customer interactions.
- Availability: Ability to work flexible hours, including weekends or after-hours support when necessary.
Application Instructions:
The application deadline is 31st October, 2024.Therefore qualified and interested candidates should send their Cover Letter & CV to [email protected] using the job title as the subject of the mail.
Job Features
Job Category | Specialist |