Fresh Vacancies at Softcom Limited

Job Description

• We currently have a challenging and rewarding position for someone seeking to broaden their skills and advance their career in Customer Support.
• As a Call Centre/Customer Support Manager with Softcom, your investigative and problem solving skills will make a valuable contribution to the success of Softcom.
• If you have had ample experience supervising a team of call centre agents or telemarketers, we will like to meets you.

Essential Duties and Responsibilities

• Supervises, trains, evaluates and disciplines employees.
• Hire and onboard new employees
• Plans, organizes and controls the operation of the Customer Service Division;
• Assigns personnel to the various operations and instructs them when necessary so they are trained to perform assigned duties in accordance with established methods and procedures.
• Collaborates with Engineering Division in the development of new programs and changes to existing programs to meet future needs.
• Assist in the formulation of targets for customer service team
• Answer questions from customers and provide guidance and feedback
• Anticipate escalation and take over calls when needed
• Devise ways to optimize procedures and keep staff motivated
• Measure performance with key metrics such as call abandonment, calls waiting etc.
• Ensure adherence to policies for attendance, established procedures etc.
• Keep management informed on issues and problems
• Prepare monthly/annual results and performance reports
• Performs related duties as required.

Qualifications

• B.Sc./HND in Linguistics, English or related discipline.
• Three (3) years Customer Service and Call Centre Experience.

Skills:

• Ability to coach, mentor, and train direct reports.
• Good written and verbal communication skills
• Proficient in use of computers and date entry
• Good working knowledge of Microsoft Word and Excel
• Ability to work in a team as well as independently
• Strong organizational skills
• Able to think logically and to plan work with efficiency and productivity as a priority.
• Ability to use critical thinking skills to improve business processes and efficiency
• Able to respond to customers in a friendly and effective manner, some of whom will be demanding or evasive.
• Consistent in following established procedures and in training staff to do the same.

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Job Description

• Softcom creates some of Africa’s most cutting-edge software products, and we want you to be a part of our team. We currently have a challenging and rewarding position for someone seeking to broaden their skills and advance their career in IT. As a Tech Product Support officer with Softcom, you will join our highly skilled and motivated Tech and Customer Support team.Your investigative and problem solving skills will make a valuable contribution to the success of Softcom.
• If you are a budding programmer with tertiary qualifications but with limited commercial experience and have created your own projects for business family and friends, we will be interested in you.
• This is a fantastic opportunity to engage in a positive and creative work environment that offers excellent benefits and a great team to work with.

Essential Duties and Responsibilities

• Logging and resolving customer issues
• Customer correspondence including documentation of user guides and other resources
• Escalation and reproduction of technical issues for the development team
• QA tasks and technical documentation
• Administration of SQL databases
• System monitoring
• Performing all other functions as may be required of you to enable Softcom achieve its strategic objectives

Organizational Relationships

• Reports to: Volunteer Support Supervisor
• Supervises: non
• Liaises with: Fulfillment & Volunteer support team

Qualifications

• B.Sc./HND in Computer Science or related field
• One (1) year experience in a software support or development/QA role is advantageous.

Skills:

• Demonstrated basic programming skills with commercial experience is highly desirable
• Demonstrated SQL and some PSQL programming skills is highly desirable
• Demonstrated Database Stored Procedure Development skills (firebird PSQL, postgres PL/PGSQL, oracle PL/SQL or similar) is highly desirable
• Demonstrated Visual Studio Development ( VB / C# ...etc ) skills is desirable
• Demonstrated Visual IOS Development ( Objective C / Xcode ) skills is desirable
• Demonstrated Web Development ( java script / HTML / HTML5 / PHP ...etc ) skills is desirable
• Good formal documentation skills is highly desirable
• Demonstrated investigative and problem solving skills is highly desirable
• Thorough understanding and ability to use Microsoft Office suite is highly desirable
• Knowledge and ability to troubleshoot Windows operating systems
• Knowledge and ability to troubleshoot Internet communication peripherals (modems, routers)
• Understanding of TCP/IP networks and security systems
• Understanding of LAN and WAN communication and configurations.
• Good communication skills
• Good organisational skills with ability to prioritise and meet deadlines under pressure
• Ability to quickly grasp and understand new tasks and ideas
• Ability to work well as part of a team
• Possess a strong desire for self improvement and advancement
• Possess a strong and active interest in IT generally