Technical Support Officer

1 month ago


Lagos, Nigeria Aku Fintech Services Limited Full time

Description

  • The Technical Support Officer is expected to have a deep understanding of systems and applications.
  • Your day-to-day involves handling complex problems that require in-depth troubleshooting and collaboration across resolver teams.

Requirements

  • 2nd Level Support is responsible for triaging, prioritization, tracking, and routing incidents reported by the Customer Support Team for onward escalation to internal resolver teams Engineering, Finance, Compliance, etc.
  • Monitor service dashboards and reporting channels and notify support engineers as appropriate.
  • Engage resolver teams to ensure incident resolution within agreed SLAs and timelines.
  • Proactive service monitoring to identify problem triggers and offer continuous service improvements.
  • Take ownership of escalated tickets as it cycle through the incident management process.
  • Build Knowledge Base KB with troubleshooting and resolution details.

Knowledge & Previous Experience

  • Experience working with customer support.
  • Good analytical skills, technical troubleshooting ability and familiarity with digital banking products.
  • Collaborative team player with results-oriented and customer-focused approach.
  • Self-motivated with ability to work independently and escalated where needed.
  • Excellent verbal and written communication skills to articulate incident details to resolver teams.

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