Application Technology Support at Sparkle Nigeria

About the Role:

• Your role will primarily work on ascertaining the root cause of technical-related issues and working closely with the technology and customer experience teams to ensure issues are resolved in time.
• You’ll work closely with the Customer Experience team in managing tickets, performing initial diagnostics, and engaging the technology team to resolve incidents within the agreed timelines.

Roles & Responsibilities:

• Act as a second-level escalation point from the frontline support team as well as the tech team.
• Establishing the root causes of application errors and escalating serious concerns to the Senior Engineer.
• Troubleshoot and resolve technical issues, including networking, hardware, software defects, and connectivity issues
• Identify and trace program issues within the Sparkle App.
• Provide daily support to users of various computer systems including answering questions, analysing problems, and quickly forming solutions to return systems to proper operation.
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades.
• Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.
• Support in the development of programs to train the customer on how to properly use the products
• Concession of the customers' troubles by recommendation of products, services, or procedures.
• Evaluation of the systems' problems to recommend enhancements.

About you:

• You have a bachelor's degree in information technology, Computer Science, or any related field.
• 2+ years of technical work experience, preferably in technical support with customer and internal support team communication.
• Practical knowledge of networking and troubleshooting.
• SQL experience is necessary for script running, database administration, and troubleshooting.
• A good knowledge of the Financial Services industry especially within the consumer lending industry is desirable.
• Customer-centric with a strong focus on end-user experience and outcomes.
• Ability to work in a small yet collaborative team.