Job Title: Technical Support Officer
Organisation: SurePay Ltd
Duty Stations: Kampala, Uganda
Reports to: Customer Service Supervisor
About US:
SurePay Limited is a fully registered company offering digital and financial services to small and medium size enterprises (SMEs). Thousands of such businesses struggle to find and adopt appropriate technology and financial solutions to run in a healthy way. The result is un healthy individuals. SurePay Limited is committed to delivering real value to the end user by providing payments and funding solutions to SMEs.
Job Summary: As a Technical Support Officer at SurePay, you will play a crucial role in ensuring a positive customer experience by addressing and resolving technical queries and issues. You will be responsible for providing prompt and effective support to users, demonstrating a deep understanding of our products and services. Your expertise and communication skills will contribute to customer satisfaction and the overall success of our company.
Key Duties and Responsibilities:
- Respond to customer inquiries via various channels (phone, email, chat) regarding technical issues, account information, and product functionality.
- Troubleshoot and resolve technical problems, providing clear and concise instructions to customers.
- Develop a comprehensive understanding of the SurePay products and services to effectively assist customers.
- Stay updated on product updates, new features, and technical specifications.
- Communicate technical information in a clear and understandable manner, adapting your communication style to suit the technical expertise of the customer.
- Provide step-by-step guidance to customers, ensuring they feel supported and informed.
- Identify and escalate complex technical issues to the appropriate internal teams, providing detailed information for efficient problem resolution.
- Collaborate with other departments, such as IT or product development, to address escalated issues.
- Maintain accurate and detailed records of customer interactions, including the nature of the issue, troubleshooting steps taken, and resolutions provided.
- Contribute to the development and maintenance of a knowledge base for common technical issues.
- Educate customers on product features, best practices, and self-service options to empower them to resolve simple issues independently.
- Participate in quality assurance processes to ensure that customer interactions meet or exceed established standards.
- Provide feedback on processes and tools to improve the efficiency of the support team.
- Stay informed about industry trends, updates, and advancements in Fintech technology.
- Participate in ongoing training to enhance technical knowledge and customer support skills.
Qualifications, Skills and Experience:
- The applicant must hold a Bachelor’s degree/diploma in Information Technology, Computer Science, or a related field.
- Proven experience in technical support, preferably in the Fintech industry.
- Strong technical aptitude and ability to quickly learn and understand complex software systems.
- Excellent communication skills, both verbal and written.
- Patience and empathy when dealing with customers, especially those with varying levels of technical expertise.
- Problem-solving skills and the ability to think analytically.
- Familiarity with help desk software and customer support tools.
How to Apply:
Please send CV and Cover application letter to applications@surepayltd.com
NB: Only selected candidates will be contacted.