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.

NB: Flexi Personnel does not charge candidates for job placement.