Technical Support Officer

We are looking for a Technical Support to provide technical support to users in an efficient and accurate manner. You will ensure effective delivery of quality solutions through testing and/or support.  You will also be responsible for finding and reporting bugs and potential issues in our products and solutions.

SHIFT : 15h00 – 23h30 

To succeed in this position, you will need to have a keen eye for detail and excellent communication skills. If you’re naturally a person that likes to get to the bottom of an issue and produce creative solutions, then we’d like to meet you.

Ultimately, you will be a person our customers trust and will ensure that our products, applications and systems work efficiently at all times.

Ensuring registration and classification of incidents are accurate and undertake immediate action to resolve the issue or restore the failed service in a fast and effective manner
Understand the need to escalate the issues to Senior Technical Support Managers at the right point in the journey
Process Service Requests and update users on the status at agreed intervals whilst keeping the customer informed of progress
Active participation in calls to on board new customer
Run tests on new and existing applications for the purposes of fixing errors, isolating areas for improvement, and general debugging
Test our solutions and products in multiple browsers/operating systems/Learning Management Systems to get the right answer
Monitor, update and maintain all existing applications
Develop, maintain and upgrade user manuals and guidelines on a regular basis – Document Management
Recommend procedure modifications or improvements as soon as they arise
Ability to work on instructions from the Team Leader and other associate colleagues, as the need arises and customer requests dictate

Tagged as: #it #computer #bpo #support