We are recruiting to fill the position of Software Support Officer.
Job Description
- Responsible for providing high-quality technical support.
- Resolving escalated customer complaints without the need for team lead intervention.
- Participation in providing training to customers as required.
- Quality testing of new features of the software.
- Document, troubleshoots and develops technical solutions related to software and setup errors for field engineers, technicians, and customers.
- Delivering solutions to both technical and non-technical end-users.
- Taking ownership of technical issues, and working with our Development group to resolve more advanced issues when necessary.
- Creates workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion.
- Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.
- Recognize end-users’ need for additional products and service.
- Update and create online knowledgebase articles to reduce support requests.
- Capture details of each support request in Zanibal’s ticketing system.
- Help test fixes provided by development and incorporates them into client sites.
- Providing training to clients.
Qualifications
- At least 1 year of experience in a software support or development/QA role.
- Must have at least Second Class Upper or a Master’s Degree.
- Completion of NYSC program.
- Must be a self-starter
- Experience in using software applications
- Accounting knowledge is a plus.
- Good Customer Relationship Management
- Proficient knowledge of Microsoft Office
- Basic knowledge in Linux command, and SQL, programming skills
- Good troubleshooting skills.
- Ability to solve problems.