Technical Support Officer

We are an innovative and steadily growing technology company in search of an experienced professional to take on the role of technical support. This key position will be instrumental in propelling our teams and advancing our technology to new heights. If you're ready, we invite you to be a part of our dynamic team.

• Enable the Customer Support Analysts’ success by developing a transparent, collaborative, and customer-centric team.
  


• Coordinate the day-to-day operations of the support team.
  


• Ensure all phases of technical support are properly coordinated, scheduled, monitored, tracked, escalated, and resolved.
  


• Prioritize and schedule work, allocate resources, and monitor progress, and support change management efforts.
  


• Ensure the team builds the agility, technical expertise and interpersonal skills needed to support our global customers effectively. 
  


• Identify and suggest improvements to our Service offerings to improve the customer experience.
  


• Take full ownership of resolving immediate technology issues as they impact the customer involving troubleshooting, logging, reporting and escalating issues to the relevant teams when necessary.
  


• Co-ordinate bi-annual customer satisfaction feedback survey and prepare reports to be shared with the executive management.
  


• Ensure support efforts meet quality standards and promote client satisfaction, and adhere to service level agreements by liaising with Network, AppDev and other relevant teams to ensure network connection or application-related incidents are resolved in a timely and professional manner as specified in the COURE SLA.
  


• Create monthly revenue utilization tracker to track Clients’ daily lookup count. This is to be shared with the Sales and Accounts team.
  


• Prepare comprehensive weekly and monthly units’ report and share with Manager
  


• Provide timely communication to clients on the status of their service requests and incidents in line with the COURE SLA.
  


• ZohoOne and Microsoft365 administration: Teams and Groups access management
  


• User Accounts management (Zoho, Microsoft, Client VPN)
  


• Manage all 3rd-party service provider account details, subscriptions, and access control. Keep inventory of all equipment and software and license users, ensure they are updated and current.
  


• Domain name renewals (SRSplus and registeram)
  


• Internal technical support,
  


• system and device management and repairs
  


• Creates a positive customer support experience and builds strong relationships by understanding the nature of the problem, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  


• Carry out a quarterly customer satisfaction feedback survey.
  

Requirements

• Proven work experience as a Remote Technical Support, Desktop Support, IT Help Desk Technician, or similar role
  


• Familiarity with remote desktop applications and help desk software
  


• Familiarity with Microsoft 365 and Zoho one  


• Ability to diagnose and troubleshoot level 1 and 2 technical issues
  


• Excellent problem-solving and communication skills
  


• Ability to provide step-by-step technical help, both written and verbal
  


• A Degree in Information Technology, Computer Science, or relevant field.
  


• Minimum of 3 years of hands-on experience.