Support Officer at Zanibal Solutions Nigeria Ltd

Job Description:

• Manage and prioritize incoming support tickets, ensuring timely resolution and escalation of critical issues according to established service level agreements (SLAs).
• Interact directly with clients to understand and analyze their reported issues, gather relevant information with a sense of urgency, and provide timely updates on issue resolution progress.
• Investigate reported issues by analyzing log files, system configurations, and other relevant data, and employ problem-solving techniques to identify root causes and implement appropriate solutions.
• Participate in providing training to customers as required.
• Capture details of each support request in Zanibal’s ticketing system.
• Create and maintain detailed documentation of support procedures, issue resolutions, and frequently asked questions (FAQs) for both internal and external use.
• Collaborate with the development team to perform software testing, including functional testing and regression testing, to ensure the stability and reliability of applications.
• Identify opportunities for process improvement, automation, and efficiency enhancement within the support function, and actively contribute to the implementation of these initiatives.
• Engage in Knowledge Management by creating and maintaining documentation of the company's functionalities. This documentation will be used by other members of the company's staff as well as clients.
• Testing new versions of software, ensuring that existing software is up-to-date and identifying areas where improvements can be made.
• Take ownership of software issues, and work with our Development group to resolve more advanced issues when necessary.

Qualifications:

• Bachelor’s degree with at least second class upper in computer science, banking & finance, accounting, or other related courses.
• Completion of NYSC program.
• Basic knowledge of the Capital Market.
• Must be a self-starter/quick learner
• Essential experience in using software applications
• Accounting knowledge is a plus.
• Customer service experience is a plus.
• Proficient knowledge of Microsoft Office (Mostly Excel)
• Good troubleshooting skills.
• Ability to think outside the box to solve problems