Software Support Trainee at Zanibal Solutions Nigeria Ltd

Job Description

• Responsible for providing high-quality technical support.
• Quality testing of new features of the software.
• Documenting, troubleshoots and develops technical solutions related to software and setup errors for field engineers, technicians, and customers.
• Delivering solutions to both technical and non-technical end users.
• Taking ownership of technical issues, and working with our Development group to resolve more advanced issues when necessary.
• Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion.
• Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.
• Resolving escalated customer complaints without the need for team lead intervention.
• Participation in providing training to customers as required.
• Recognize end-users’ need for additional products and service.
• Update and create online knowledge base articles to reduce support requests.
• Capture details of each support request in Zanibal’s ticketing system.
• Help test fixes provided by development and incorporate them into client sites.

Qualifications

• At least 1 year experience in a software support or development/QA role.
• Accounting knowledge is a plus.
• Excellent Customer Relationship Management
• Proficient knowledge of Microsoft Office
• Basic knowledge in Linux command, and SQL , programming skills
• Very Strong troubleshooting skills.
• Ability to multi-task and solve problems.