POSITION TITLE: Technical Support
LOCATION: Nairobi
Our client, an international organization who is a leading provider of language interpretation services, is seeking to recruit a Technical support.
The successful candidate will be responsible for contributing to the business by supporting global clients and partners.
Will also lead company’s 24*7 service support teams in multiple countries, help customers to resolve their technical issues, assure the customer satisfaction and service SLA.
Duties and Responsibilities
- Monitor and dispatch customer tickets assigned to the level 2 support team. Analyze the problem and isolate it to the platform or application layer. Resolve application related issues or escalate platform issues to the level 3 support ticket team (R&D).
- Follow up level 3 tickets, and assist us to analyze, reproduce the issue and test the fix. Provide a quick solution including a workaround to resolve customer issues in a timely manner.
- Lead and coordinate with other engineers in level 2 support team, including daily issue check, technical discussion, and continuously enhance knowledge base.
- Be the contact person from level 1 support team, answer technical queries, and build FAQ. Contribute to maintain and improve the capability of level 1 support.
- Regular analysis of customer tickets to assure the service SLAs. Improve the support process efficiency and bring customer feedback to other teams across the company
- Answer technical questions of a public developer forum.
Qualifications and Experience
- Bachelor’s Degree (or equivalent) in IT.
- 5 years working experience.
- Three – four years’ experience in a computing work environment.
Technical Skills
- PaaS and SaaS cloud environments.
- Software stack: google, zoho desk, slack, confluence, gitlab.
- Programming languages: Javascript, HTML/CSS, Freemarker, MongoDB, REST API.
- Basic knowledge of cloud applications security, performance issues and best practices.
Soft Skills
- Good communication with global teams and customers.
- Be able to translate business needs into technical recommendations.
- Analysis complex issue.
- Team leader and Builder.
- Customer first and handling customer complaints.
To apply, submit your application on our ATS at ats.flexi-personnel.com by 17th DEC 2022 under the TECHNICAL SUPPORT job posting.
All applicants are advised to adhere to application guidelines for consideration.
Only shortlisted candidates will be contacted.
NB: Flexi Personnel does not charge candidates for job placement.