Reporting: To the Project Managers and working alongside our existing team of developers.

Welcoming graduates to train for building the required skills

Position

As a Customer Support Specialist, you will drive customer satisfaction through providing excellent support to our customers. In order to succeed in this role, you should love being the first line of support and troubleshooting system issues. You should love using your analytical skills to investigate, resolve and/or escalate support issues. You should be a competent problem solver who demands excellence of themselves and are great at following processes and procedures to drive efficiency and customer satisfaction. 

This position requires a self-motivated team player with an end-user perspective to work with the software development team. The individual will be introduced and become familiar with the products, technologies and standards used within the company. Shipping related knowledge – an advantage.

Potential candidates:

• Holders of Accounting Certificate (LCCI Higher/Intermediate) or similar with interest in business topics (like Payroll, HR, ISO, Key Performance Indicators, etc).
• Must be passionate about support and have a desire to improve in all duties and responsibilities specified.

Activities – Support

• Manage customer inquiries from multiple sources (email, phone)
• Answering user inquiries in ticketing system
• Reproducing software errors in test environment and preparing development tickets
• Coordinate with the development team to manage the timing, customer communication and delivery of software fixes or enhancements to meet customer needs.
• Creating users, groups, permissions, etc
• Creating & Maintaining configurations
• Generate monthly customer reports

Soft Skills

• Ability to help others  
• Able to explain topics in an easy-to-understand language
• To prioritize and handle multiple customers simultaneously
• Ability to work under pressure and possess a patient attitude to deal with a variety of situations and personalities
• Document user problems comprehensively
• Good judgment to determine if you can assist the customer immediately or need to escalate the issue to an appropriate team member
• Ability to work in a fast-paced environment utilizing good judgement and initiative
• Interpersonal,
• English - verbal and written skills

Compensation Package:

• 13th Salary Bonus – Paid in December
• 25 days holidays
• Overtime – TIL (Time in Lieu)
• Lunch Facility (8€ per day)
• Medical Insurance (Effective 1st day of employment)
• Provident Fund – In effect 2nd quarter 2019