Technical Support Officer at Aku Fintech Services Limited

Description

• The Technical Support Officer is expected to have a deep understanding of systems and applications.
• Your day-to-day involves handling complex problems that require in-depth troubleshooting and collaboration across resolver teams.

Requirements

• 2nd Level Support is responsible for triaging, prioritization, tracking, and routing incidents reported by the Customer Support Team for onward escalation to internal resolver teams (Engineering, Finance, Compliance, etc).
• Monitor service dashboards and reporting channels and notify support engineers as appropriate.
• Engage resolver teams to ensure incident resolution within agreed SLAs and timelines.
• Proactive service monitoring to identify problem triggers and offer continuous service improvements.
• Take ownership of escalated tickets as it cycle through the incident management process.
• Build Knowledge Base (KB) with troubleshooting and resolution details.

Knowledge & Previous Experience

• Experience working with customer support.
• Good analytical skills, technical troubleshooting ability and familiarity with digital banking products.
• Collaborative team player with results-oriented and customer-focused approach.
• Self-motivated with ability to work independently and escalated where needed.
• Excellent verbal and written communication skills to articulate incident details to resolver teams.