Support Engineer in Lagos, Nigeria

at Telvida

Industry
Information Technology and Services
Specialization
Engineering
Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Gender
Male

Job Description

  • You know good customer service when you get it and you know when service is not-so-good.
  • If you have an affinity for great customer service and want to join a like-minded, tech-savvy group of people, you would feel right at home on the Telvida Technical Support team.
  • This small team has built an awesome reputation for going above and beyond, and no question, their contribution helps power our customers' happiness.
  • Essentially, the Technical Support Engineer (TSE) is the front-line tech support contact for Telvida product users and a key contributor to Telvida customer experience.
  • As the primary interface on incoming client support issues, you will log and own incoming support tickets from receipt to 100% resolution.
  • You will also contribute to the product experience through resolving customer problems, educating users on Telvida functionality, building the documentation library and online resources, and developing datasources to provide new and improved product functionality.
  • If you have that unique combination of customer services skills and a tech background (or even a genuine interest in technology and an aptitude to learn), this is likely the ideal career opportunity for you.
  • Without a doubt, the Technical Support Engineer position is a pathway to expansion of your technical skills and knowledge - and that means preparing you for future roles within our fast-growing company. Here's a look at the specifics:
  • "Frontline" support for all incoming client issues -- handle support chat, incoming emails and phone support
  • Serve as liaison between client and internal development for all escalated product related issues, including product enhancements, bug resolution and overall product education
  • Update/create documentation for public-facing articles
  • Support testing and deployment of internal system tools
  • Receive and enter custom or new datasource development requests to the datasource queue
  • Suggest ideas to scale support, to reduce incidents, increase self service, and reduce engineering involvement while increasing satisfaction.
  • Share customer feedback and case studies with Marketing, as appropriate.
  • Provide input on product refinements and additions.

Responsibilities


Note:

  • We're not kidding about the cover letter.
  • We need to hear your voice, your perspective on why this career opportunity is a good match for you.
  • We are passionate about finding the right individual for each and every position, so thanks for taking the extra time to convey your message.

Requirements

  • Bachelor's Degree, or equivalent experience.
  • Experience in customer support or service.
  • Experience in Linux/Windows/Network administration and operations desirable.
  • Some basic understanding of scripting and ability to write basic scripts.
  • Some experience with managing or administering server application/services, eg. LAMP stack, IIS, MySQL, MSSQL.
  • Willing to work shifts from shifted days (Tuesday - Saturday; Sun. - Thursday) to shifted hours (12am to 9am; 7am to 4pm; 4pm to 1am).

Note: During the initial training period of 60-90 days, shift is M-F 8-5, after which point employee will work M-F 12a to 9a or 4p to 1a. In approx Q1 2015, employee will move from M-F schedule toshifted day schedule (i.e. Tues-Sat or Sun-Thurs).


Note:

  • We're not kidding about the cover letter.
  • We need to hear your voice, your perspective on why this career opportunity is a good match for you.
  • We are passionate about finding the right individual for each and every position, so thanks for taking the extra time to convey your message.
  Apply Now

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