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Vacancy title:
Technical Support Analyst
Jobs at:
Kopo Kopo Inc
Deadline of this Job:
24th September 2018
Duty Station:
Nairobi, Kenya
Summary
Date Posted: 7th September 2018 , Base Salary: Not Disclosed , Employment Type: Full-Time
We owe our name to a pilot project done in Sierra Leone by our founders. From their learnings in Sierra Leone and Kenya in early 2011, they were inspired to create a world-class platform to enable small and medium businesses to accept mobile payments and build relationships with their customers. Kopo Kopo was launched in 2012 where we partnered with Safaricom to bring Lipa na M-Pesa Buy Goods service to small and medium businesses throughout Kenya and, today, we serve thousands of businesses from salons to restaurants to office supply stores, to schools.
JOB DETAILS:
Technical Support Analyst
Job TypeFull Time
QualificationBA/BSc/HND
Experience 1 year
Location Nairobi
Job Field ICT / Computer
Job Description
As Technical Support Analyst you will be part of a rotating 24/7 Pan African support team, working closely with the wider technology team and customer engagement team for monitoring and troubleshooting. It is therefore important that you have a background in IT support and experience in dealing with external and internal customers. You respond to support issues with the tenacity of a technology warrior and insist on excellence from our technology vendors and deliver excellence to our customers.
Responsibilities
You will be responsible for following and improving the Kopo Kopo incident management process to ensure we are able to fulfill our service level agreements with our customers. Some of the key areas are:
- Issue detection via our various monitors and other channels
- Logging and tracking tickets
- Updating customers and our internal teams throughout the incident management process
- Issue diagnoses and issue resolution within the agreed timelines
- Acquire a deep understanding of the Kopo Kopo platform and its offerings across all markets, locally and internationally with a view of being able to troubleshoot issues
- Ability to run queries on the data warehouse to solve issues (requires SQL knowledge)
- Accurate incident reporting
- Identifying proactive measures to improve service
- Assisting our merchants with integration to Kopo Kopo’s various API’s
Together with the other Technical Support Analysts, you will have shifts during business hours as well as after business hours, weekends and holidays.
Desired Skills & Experience
- Minimum of a Bachelor's Degree in IT or related field
- Minimum of 1-year experience in a technology organization
- Ability to engage with peers at a technical level
- Passion for software development concepts and processes
- Ability to communicate effectively with merchants/customers from a technical standpoint
- Working knowledge of Ruby / Ruby on Rails or Android is an advantage
- Thrive in an environment of continuous change and complexity - can drive quality insights and work independently
- “Can do” attitude, team player, fun, energetic personality, works well under pressure
Job application procedure
If you meet the requirements email your resume and salary requirements to hr@kopokopo.com . Please specify the position for which you are applying.
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