Application Support Officer
Zanibal
Engineering & Technology
IT & Telecoms
NGN
250,000 - 400,000
Easy Apply
Featured
1 month ago
Job Summary
We are looking to hire an Application Support Officer to join our team.
- Minimum Qualification : HND
- Experience Level : Mid level
- Experience Length : 4 years
Job Description/Requirements
Responsibilities:
- Provide exceptional support to end-users.
- Monitor and message internal expectations on key business metrics such as support responsiveness, delivery of service, client satisfaction, and system performance.
- Develop the infrastructure and content of our knowledge base to continuously improve Client Services’ ability to deliver its offering with greater efficiency and customer satisfaction.
- Work with clients and engagement teams to anticipate project risks, resolve issues, consistently meet deadlines, and achieve 100% client satisfaction.
- Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement.
- Assist in the QA process of new iterations of the software.
- Recognize end-user's need for additional products and services.
- Analyze each support request for root cause; determine if the issue could be prevented by changes in the software or business processes, and outline change recommendations.
- Respond to email and telephone support requests.
- Work with the Head of Support to supervise the entire support team and ensure they respond and resolve clients’ issues as quickly as possible.
- Escalate urgent problems requiring more in-depth knowledge to appropriate internal resources.
- Have a clear understanding of case priority, problem severity, and response time targets.
- Ensure deadlines are met.
- Improve Zanibal’s products and processes.
- Capture details of each support request in Zanibal’s ticketing system.
- Help test fixes provided by the engineers and incorporate them into client sites.
- Participate in business meetings.
Requirements:
- At least 3-5 years managing proprietary software support teams.
- HND/Bachelor’s Degree or equivalent experience.
- Experience working in the Fintech industry that supports Banking, Securities Trading, and Asset Management businesses is preferred.
- Experience with programming languages such as Java and JavaScript is required.
- Ability to write and debug basic code to assist with troubleshooting software issues is an added advantage.
- Technical background with a keen understanding of broader business needs and strategy.
- Proven ability to deliver projects on time by leveraging your experience in development processes, work estimation, and optimal resource allocation.
- Strong presentation and technical writing skills to effectively communicate with other teams.
- Ability to juggle multiple projects and prioritize work accordingly.
- Experience with Agile/Scrum methodology.
- Extraordinary customer service and relationship management experience.
- Critical thinking skills.
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