Job Title: Technical Support
Company: Mara Online
Job Type: Full Time
Qualification: BA/BSc/HND
Location: Lagos, Nigeria
Job Field: ICT
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We are looking for an ambitious and self-motivated individual to lead and coordinate all activities related to Mara Online in Nigeria.
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Responsibilities:
• Grow to become a subject matter expect for Mara Mentor Web and App
• Assist customers to resolve issues through electronic tools and standard reporting features
• Analyse customer problem & service requests and resolving them within agreed service levels
• Use troubleshooting/debugging techniques and tools to analyse technical product problems.
• Answer product related queries and provide proactive support to customers by guiding them through technical best practices
• Identify potential product defects and create test cases to reproduce the issues, escalate to development
• Proactively and reactively look for solutions to prevent problems from occurring in product
• Conduct regular product testing as new versions of the web and app are released
• Gather and collate user feedback, summarising key ideas for product team
• Help to develop Mara Mentor's support features, including "how-to" guides and FAQs
• Build and maintain strong relationship up to senior management level.
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Experience required:
• 2-5 years experience in a customer support role, ideally in a technical area
• Bachelor's degree (technical field preferred)
• Demonstrable experience conducting technical support for Web and Mobile Apps
• Experience developing user research findings into recommendations for product changes
• Excellent written and verbal communication skills
• Organized, self-directed, efficient and able to manage multiple projects in a timely manner
• Commitment to Mara Foundation's aims, objectives and principles.
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