Sparkle Nigeria is a bank and then more, licensed by the Central Bank of Nigeria (CBN), we are what most people would refer to as a digital bank. We offer financial, lifestyle and business support services to Nigerians across the globe. At Sparkle, we are building a tribe of like minded people to create a market place that makes it easy to achieve business outcomes.
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Your role will primarily work on ascertaining the root cause of technical-related issues and working closely with the technology and customer experience teams to ensure issues are resolved in time.
You’ll work closely with the Customer Experience team in managing tickets, performing initial diagnostics, and engaging the technology team to resolve incidents within the agreed timelines.
Roles & Responsibilities:
Act as a second-level escalation point from the frontline support team as well as the tech team.
Establishing the root causes of application errors and escalating serious concerns to the Senior Engineer.
Troubleshoot and resolve technical issues, including networking, hardware, software defects, and connectivity issues
Identify and trace program issues within the Sparkle App.
Provide daily support to users of various computer systems including answering questions, analysing problems, and quickly forming solutions to return systems to proper operation.
Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades.
Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.
Support in the development of programs to train the customer on how to properly use the products
Concession of the customers' troubles by recommendation of products, services, or procedures.
Evaluation of the systems' problems to recommend enhancements.
About you:
You have a bachelor's degree in information technology, Computer Science, or any related field.
2+ years of technical work experience, preferably in technical support with customer and internal support team communication.
Practical knowledge of networking and troubleshooting.
SQL experience is necessary for script running, database administration, and troubleshooting.
A good knowledge of the Financial Services industry especially within the consumer lending industry is desirable.
Customer-centric with a strong focus on end-user experience and outcomes.
Ability to work in a small yet collaborative team.
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