Software Support Officer at Zanibal Solutions Nigeria Ltd

Job Description:

• Responsible for providing quality technical support.
• Quality testing of new features of the software.
• Document, troubleshoots, and develops technical solutions related to software and setup errors for field engineers and customers.
• Delivering solutions to both technical and non-technical end-users.
• Take ownership of software issues, and work with our Development group to resolve more advanced issues when necessary.
• Create workaround procedures when standard procedures have failed and ensure 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 the end-users need for additional products and services.
• Update and create online knowledgebase articles to reduce support requests.
• Capture details of each support request in Zanibal’s ticketing system.
• Help test fixes provided by development and incorporates them into client sites.

Qualifications:

• At least 1 year of experience in software support or development/QA role.
• Must have at least Second Class Upper
• Completion of NYSC program.
• Must be a self-starter/quick learner
• Basic experience in using software applications
• Accounting knowledge is a plus.
• Customer service experience is a plus.
• Proficient knowledge of Microsoft Office (Mostly Excel)
• Basic knowledge of Linux command, SQL, and programming skills are a plus
• Good troubleshooting skills.
• Ability to think outside the box to solve problems