POSITION: 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.