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
