Technical Support Officer Job at Marketforce

Marketforce is a fast-growing Kenyan-based company, building the operating system for retail distribution in Africa. Powered by technology and driven by heart, our mission is to drive Africa forward by creating economic empowerment for everyone along the retail supply chain. Our B2B eCommerce wholesale marketplace, RejaReja, enables corner shops to source, order and pay for inventory at any time via interactive SMS and mobile app, and get it delivered directly to their store by the nearest distributor, within hours.

We are recruiting to fill the position below:

Job Position: Technical Support Officer
Job Location: Lagos
Employment Type: Full-time

Responsibilities

• Work within our ticketing system to create detailed tickets
• Be able to investigate and reproduce bugs
• Be able to use tools to screen record bugs
• Support customers over phone calls, emails, chat and any other channel
• Generating reports
• Train L1 support representatives and field agents on new releases of the app
• Escalate issues to Level 3 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom).
• Participate in meetings and training sessions for the L2 team
• When on call, be prepared to address technical issues at all times.
• Analyze the teamwork processes
• Detect and report critical bugs to the Technical Support Engineer(L3).
• Re-test fixed issues
• Maintain the test documentation
• Detect and report critical bugs to L3 support

Qualification and Experience

• BSc in Information Technology or relevant Diploma
• You must have a technical background, 1 - 3 years experience
• Experience using help desk software and remote support tools
• Familiarity with the retail and fintech industry is a plus
• Experience using help desk software and remote support tools
• Critical thinker and problem-solving skills
• Team player
• Good time-management skills
• Great interpersonal and communication skill
• Ability to produce user and troubleshooting documentation that other people can understand.
• Flexible to cover all the available shifts including Nightshift, Weekends and Holidays.