Technical Support Officer at Marketforce

Responsibilities

• Work within our ticketing system to create detailed tickets
• Be able to investigate and reproduce bugs
• Be able to use tools to screen record bugs
• Support customers over phone calls, emails, chat and any other channel
• Generating reports
• Train L1 support representatives and field agents on new releases of the app
• Escalate issues to Level 3 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom).
• Participate in meetings and training sessions for the L2 team
• When on call, be prepared to address technical issues at all times.
• Analyze the teamwork processes
• Detect and report critical bugs to the Technical Support Engineer(L3).
• Re-test fixed issues
• Maintain the test documentation
• Detect and report critical bugs to L3 support

Qualification and Experience

• BSc in Information Technology or relevant Diploma
• You must have a technical background, 1 - 3 years experience
• Experience using help desk software and remote support tools
• Familiarity with the retail and fintech industry is a plus
• Experience using help desk software and remote support tools
• Critical thinker and problem-solving skills
• Team player
• Good time-management skills
• Great interpersonal and communication skill
• Ability to produce user and troubleshooting documentation that other people can understand.
• Flexible to cover all the available shifts including Nightshift, Weekends and Holidays.