Technical Support Officer at The Concept Group

Summary

• The Technical Support Officer will be the first point of contact for resolving all FCS-related matters which include onboarding of new clients, resolving communication issues between hardware and software, configuring hardware, and carrying out performance analysis to determine unit/client success rate.
• Work with the Research and development, Implementation, Recovery & and control teams in resolving more technically advanced client issues.
• Immediate support via email, phone calls, chat applications, desktop connection software like TeamViewer, and other relevant applications will also be required.

Responsibilities

• Diagnose, troubleshoot, and identify solutions to resolve software and hardware issues 
• Work closely with the Research & Development Techincal support officer to optimize client satisfaction 
• Account setup, and onboarding for new FCS clients 
• Communication of updates and training clients on the solution features 
• Guide clients on the usage of platform features with the use of written instructions and technical manuals. 
• Communicate with clients properly to quickly understand the source of the problem 
• Resolve issues and provide accurate feedback to clients within agreed time limits 
• Guide clients in resolving technical issues through a series of actions either via phone, email, or chat 
• Properly escalate unresolved issues to appropriate internal teams (e.g. Research & development, implementation etc.) 
• Provide support to implementation engineers on the field based on diagnosis done to ensure seamless resolution of hardware issues 
• Work closely with Research & Development, Recovery & Control, Implementation, and Customer Support teams to optimize operations 
• Refer to internal documentation to provide accurate technical solutions 
• Ensure all issues are properly logged as well as prioritize and manage several technical issues open at one time 
• Follow up with clients to ensure their platform interfaces are fully functional after troubleshooting 
• Prepare and share FCS theft analysis report periodically with clients and internal teams 
• Prepare other reports like health check reports, unit/client success rate reports,s etc. for internal teams and clients accurately and on time 
• Document technical knowledge and client preferences in the form of notes and manuals 
• Maintain cordial relationships with clients

Qualifications

• B.Sc. in Electrical electronics engineering, IT, Computer engineering, or any relevant field. 
• Minimum of 1 year and above experience with a Technical support background. 
• An interest in analyzing data to draw insights and problem-solving to ensure client satisfaction. 
• Good understanding of electronics, computer systems, and software platforms
• High standards of accuracy & precision with excellent organizational skills 
• High proficiency level in Excel, Google sheet, 
• Ability to diagnose and troubleshoot basic technical issues 
• Excellent communication and problem-solving skills 
• Familiarity with remote desktop applications (e.g. TeamViewer)