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IT & Operations Support

4 months ago

Lagos, Lagos, Nigeria Mkobo Microfinance Bank Limited Mkobobank Full time

THE ROLE

  • As the IT & Operations Support, you play a crucial role as the primary point of contact for both external and internal clients.
  • Your main task is to ensure all customers receive quick and professional support whenever they reach out to Mkobo.
  • This involves taking charge of issues and collaborating with various teams to troubleshoot and find solutions.
  • Additionally, you will assist the team with their IT-related challenges.

RESPONSIBILITIES

Customer Support:

  • Offer seamless support to enhance customer experiences
  • Build customer loyalty by exceeding expectations and aiding customers in achieving their objectives with our services.
  • Address customer inquiries through email, phone, and digital platforms
  • Coordinate with internal stakeholders to ensure effective issue resolution
  • Maintain a comprehensive understanding of our products, services, and customer support protocols
  • Document all customer interactions using helpdesk management tools
  • Provide clear and simple explanations to customer queries and ensure their comprehension
  • Suggest new services/features and propose enhancements based on customer needs
  • Assist new customers with onboarding processes and provide necessary training
  • Collaborate with other teams to promptly address customer concerns
  • Escalate unresolved issues to the appropriate channels for further resolution

IT Support:

  • Ensure proper management and functionality of all IT assets
  • Track and oversee service requests until they are satisfactorily resolved
  • Deliver IT assistance to internal personnel covering hardware, software, and applications
  • Maintain an updated disaster recovery plan
  • Engage with third-party IT providers for system support and maintenance
  • Setup, configure, and maintain computer systems, networks, software, and peripherals
  • Facilitate employee onboarding and offboarding processes, ensuring access to necessary tools

Qualifications

  • Minimum requirement of a Bachelor's degree, preferably in a technical field like Computer Science or Engineering
  • Certifications in Microsoft products or similar technical certifications are advantageous
  • At least 3 years of experience in a comparable role
  • Prior experience in IT support and customer service is a positive
  • Proficient in written and spoken English
  • Familiarity with CRM systems
  • Ability to simplify complex ideas for customers
  • Strong organizational and multitasking abilities
  • Capability to remain composed and courteous in challenging situations
  • Dedication to delivering exceptional customer service
  • Effective time management skills and competence in high-pressure environments