Support Centre Personnel

Job Description

• We are looking for a Support Centre Personnel that would provide first level technical & business support and maintain the highest level of product/service experience of customers in the day-to-day use of applications.
• The successful candidate would also build sustainable and mutually beneficial business relationships between the customers and the company brand.

Key Responsibilities

Roles & Responsibilities

• Attend to assigned support requests within agreed timeline.
• Periodic reporting on cases treated, analysis of trend and provision of ad hoc management reports required for decision making and effective management of activities on the platform.
• Provision of relevant feedback on observed system challenges, bugs, and desired new features on the platform.
• Facilitation of training for users on the platform.
• Recommendation of training for new users of participating organisations that appear not to have requisite understanding of transaction processing dynamics on the platform.
• Facilitation of product demonstration to prospective users of the application.
• Escalation of technical issues to relevant internal and external stakeholders for necessary attention.
• Engagement of customers that are no longer active on the platform with a view to winning them back.
• Review feedback and follow up possible negative comments with affected customers with a view to addressing their concerns conclusively.
• Issuance of circular to registered users on relevant system updates.

Requirements

• 3-4 Years of Relevant Experience
• Bsc. Degree