We are looking for a talented system support representative to join our dedicated team and provide the exceptional customer service that is the foundation of our company. You will be supporting business users during troubleshooting activities as well as interacting directly with different mobile platform, and software to provide updates and patches.
We value our employees and encourage each person to contribute ideas for improvement in both daily procedures and long-term goals. You can enjoy the satisfaction of using your particular skills to help people while working in a positive and encouraging office environment.
Responsibilities
· Provide daily support to users including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation
· Communicate clearly and effectively with users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
· Maintain detailed records of daily interactions with users, reported issues, and completed solutions along with any further actions required of management or tier 2 technical staff.
· Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or internal task force discussions when possible.
· Develop training manuals and troubleshooting procedures to help both support personnel and users interact properly with the system.
· Collaborate with tier 2 technical staff and project manager to establish goals and objectives for system improvements and upgrades.
· Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.
· This role requires working on a 24/7 shift roaster, candidate must be flexible to work on shift when required.
Requirements
· Qualification in Computer Science or equivalent
· Willing to work on rotating shifts including weekends and public holidays
· Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
· Experience in supporting fintech related software applications is a plus
· Having domain knowledge in blockchain technologies, capital markets technology, and financial payments technology would be advantageous
· Experience with some programming languages(HTML, JAVA) will be an added advantage
· Excellent verbal and written communication skills, including the ability to create organized and informative reports, as well as comprehensive, accurate documentation.
· Excellent interpersonal skills, team player
