Jobs at the Concept Group

Job Description

• Are you tech-savvy, analytical, and passionate about solving problems? We are looking for a proactive FCS Technical Support Officer to provide exceptional technical assistance to our Fuel Control Systems (FCS) clients.
• If you enjoy diagnosing hardware/software issues, supporting customers, and working with cross-functional teams to deliver seamless solutions, this role is for you.

Role Overview

• As the Technical Support Officer, you will serve as the first point of contact for all FCS-related technical matters. You will troubleshoot system issues, onboard new clients, configure hardware, and analyze performance metrics to ensure client success and satisfaction.
• You will collaborate closely with the Research & Development, Implementation, Recovery & Control, and Customer Support teams to resolve advanced technical challenges and optimize operations.

Key Responsibilities

• Diagnose and resolve software and hardware issues
• Onboard new clients and manage account setup
• Configure hardware and resolve communication issues between systems
• Provide real-time support via phone, email, chat, and remote desktop tools (e.g., TeamViewer)
• Escalate complex technical issues to appropriate internal teams
• Prepare and share theft analysis, health check, and performance reports
• Monitor unit/client success rates and recommend improvements
• Maintain accurate documentation of issues and resolutions
• Ensure all tickets are properly logged and resolved within agreed timelines
• Provide guidance and training to clients on platform features

Key Performance Indicators

• Client issue resolution rate
• Client retention and discontinuation prevention
• Quality and accuracy of technical reports
• Effectiveness of troubleshooting techniques
• Operational gap closure and system optimization

Requirements

• B.Sc. in Electrical/Electronics Engineering, IT, Computer Engineering, or related field
• Minimum of 1 year experience in Technical Support
• Strong understanding of electronics, computer systems, and software platforms
• Proficiency in Excel and Google Sheets
• Familiarity with remote desktop applications (e.g., TeamViewer)
• Strong analytical and problem-solving skills
• Excellent communication skills
• High level of accuracy, organization, and attention to detail

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Job Summary

• The Brokers Sales executive uses the customer service and marketing functions to nurture leads through the sales funnel, from the addition of leads on the portal down through purchase (and repeat purchases).
• Brokers use various methods to reach clients, including email, phone, social media, direct mail, and even the old-fashioned door-to-door tactic. Brokers’ sales executives manage, support, and communicate with clients to ensure all leads are effectively managed and their transactions are successfully consummated.
• They are expected to follow up solely with all leads transferred to them, work on all the stages following the set policy and procedures, and ensure all transactions are successfully consummated.
• They communicate all issues encountered during processing stage and feedbacks from client to the Head Brokers admin for swift resolution.

Duties & Responsibilities

• Acquisition and retention of brokers and clients through offline marketing
• Aggressively following up with all leads referred by brokers and ensuring successful closure of fall leads
• Handles B2B and B2C leads assigned, following all set procedures and ensuring the transaction is successfully consummated.
• Handle client’s inquiries via phone calls,emails, live chats, and social media channels.
• Resolve client issues or problems by clarifying the complaint, determining the cause of the problem, and selecting and explaining the best solution to solve the problem. accelerating correction or adjustment; following up to ensure resolution.
• Acquisition of brokers through referral methods from both existing and potential clients.
• Effectively cross-market Rosabon’s products to existing and potential clients when the need arises.
• Sourcing for optimal leads can refer customers to do business with us.
• Identify and assess clients needs. to achieve satisfaction
• Managing, supporting, and communicating clients satisfaction levels with regard to Rosabon Financial Services Brokers Products
• Engage clients at the beginning of their subscription; ensure successful take-up and management of fall incidents throughout their transaction phase, from which there might be a risk of dissatisfaction.
• Communicate detailed reports on clientsrequests and feedback to aid strategic and management decisions.
• Sending status and summary report of the broker's admin for update on the broker' sportalonaweeklybasis
• Any other task as assigned by the line manager

Requirements

• BSc in marketing or any related field of study.
• Previous experience workingin similar role

Skills / Competencies:

• Excellent communication skills
• Good negotiation/Sales skills
• Core Competencies in the Use of Microsoft Tools
• Great Interpersonal and Relationship skills.