Job Vacancy: Job title: Technical Support Engineer (L2)
Job description: Job Description:
Location: Lagos (Mainland)
Work Schedule: Hybrid
Our client is one of the leading financial service firms in Nigeria with operations across Africa.
The company is seeking to hire a skilled technical support engineer to manage the efficiency of its technology and infrastructure to ensure that there is zero downtime and failures on the company’s operating servers and networks.
This role will be saddled with the responsibility of monitoring and addressing critical servers and technology infrastructure issues that support the clients of the company’s merchant services.
Key Responsibilities:
Respond to and resolve complex technical inquiries and issues related to our products and services. This involves analyzing problems, identifying root causes, and providing effective solutions promptly.
Offer exceptional customer support through various channels (phone, email, chat) while maintaining a friendly and professional demeanor. Ensure customer satisfaction by addressing their concerns promptly and accurately.
Proactively monitor and manage reported incidents, including prioritization, escalation, and timely updates to stakeholders. Work towards reducing the mean time to resolution (MTTR) for critical incidents.
Develop and maintain an in-depth understanding of our payment solutions, including platform functionality, integration methods, and API documentation. Stay updated with the latest developments and upgrades to provide accurate information to clients.
Collaborate with cross-functional teams, including developers, product managers, and QA engineers, to identify and resolve issues, as well as improve overall product performance and reliability.
Create and update technical support documentation, knowledge base articles, and troubleshooting guides to enhance the support team’s efficiency and enable self-service for customers.
Track and analyze key performance indicators (KPIs) to measure and improve support team performance. KPIs may include customer satisfaction (CSAT) scores, first-response time (FRT), average resolution time, and ticket closure rate.
Participate in training sessions for teams, sharing your knowledge and expertise to ensure consistent support quality across the team.
Suggest process improvements and provide feedback to enhance the efficiency of the support operations and contribute to an outstanding customer experience.
Requirements
First degree in Computer Science or any relevant field
3+ years of Cognate experience in the Financial Technology or IT Infrastructure sector
Experienced in IP networking, routing, connectivity, etc
Familiarity with Java or similar languages
Prior experience in any ITIL (incident Management) tool is a plus
Prior experience in implementing ITIL processes in a company is a plus
Agile methodology experience is a must
Working knowledge of API workflow and Testing
Knowledge of relational/document-oriented databases incl. SQL
Familiarity with Python/Java programming is a plus
Excellent communication and problem-solving skills
Customer-focused mentality with attention to detail and accuracy
Discipline in properly following up on all customer requests
A critical thinker and excellent interpersonal skills.
Benefits
Compensation: Highly competitive + other interesting benefits.
Location: Surulere, Lagos State
Job date: Sun, 13 Aug 2023 02:30:05 GMT
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