Job Description
Responsibilities include:
- Provide timely and high quality L1 and L2 support for Enterprise Performance Management (EPM) and Business Intelligence (BI) software solutions leveraging specialized knowledge and training in aforementioned applications.
- Escalate L3 support requests to Project Managers, Business Systems Managers, or Developers as necessary; track issue through to completion.
- Build and maintain ownership of knowledge base for commonly encountered issues within applications.
- Answer queries and resolve issues with software applications and escalate or close tickets as necessary.
- Train users on specific applications.
- Provide first level contact and convey resolutions to customer issues.
- Properly escalate unresolved queries to the next level of support.
- Track, route and redirect problems to crrect resources.
- Superior telephone etiquette.
- Update customer data and produce activity reports.
- Walk customers through problem solving process.
- Strong teamwork and communication skilss, especially working with people from different backgrounds and cultures.
- Follow up with customers, provide feedback and see problems through to resolution.
- Utilize excellent customer service skills and exceed customers' expectations.
- Ensure proper recording, documentation, and closure.
- Recommended procedure modifications or improvements.
- Preserve and grow your knowledge of help desk procedures, products and services.
Position Requirements:
- Bsc in Information Technology, Computer Science or equivalent.
- Familiarity with MS Office & Email is essential.
- Experience in Programming and SQL will be an added advantage.
- Minimum 2 years experience in a similar capacity.
- Proven working experience in providing help desk support.
- Good verbal and written communication skills.
- Ability to maintain a close relationship and good communication with clients.
- Ability to multi-task and prioritise own tasks.
- Proven abilities to take intiative and be innovative.
- Analytical mind with a problem-solving attitude.
- Leadership skills, team management & mentoring skills.
Interested candidates can apply online or email your CV to [email protected]