ATS - Applicants Tracking System

Simply Intuite.

Technical Support

FullTime Kenya, Nairobi. Posted 1 month ago

Industry: Other

Role: Other

Closing: 17/12/2022


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.