FCS Technical Support Officer at the Concept Group

Job Summary

  • The Technical Support Officer will be the first point of contact for resolving all FCS-related matters which include onboarding of new clients, resolving communication issues between hardware and software, configuring hardware, and carrying out performance analysis to determine unit/client success rate.
  • Work with the Research & Development, Implementation, and Recovery & control teams in resolving more technically advanced client issues.
  • Immediate support via email, phone call, chat applications, desktop connection software like TeamViewer and other relevant applications will also be required.

Duties & Responsibilities

  • Diagnose, troubleshoot, and identify solutions to resolve software and hardware issues
  • Work closely with the Research & Development Technical support officer to optimize client satisfaction
  • Account setup, onboarding for new FCS clients
  • Communication of updates and training clients on the solution features
  • Guide clients on the usage of platform features with the use of written instructions and technical manuals.
  • Communicate with client properly to quickly understand source of problem
  • Resolve issues and provide accurate feedback to clients within agreed time limits
  • Guide clients in resolving technical issues through a series of actions either via phone, email or chat
  • Properly escalate unresolved issues to appropriate internal teams (e.g. Research & development, implementation etc.)
  • Provide support to implementation engineers on the field based on diagnosis done to ensure seamless resolution of hardware issues
  • Work closely with Research & Development, Recovery & Control, Implementation, Customer Support teams to optimize operations
  • Refer to internal documentation to provide accurate technical solutions
  • Ensure all issues are properly logged as well as prioritize and manage several technical issues open at one time
  • Follow up with clients to ensure their platform interfaces are fully functional after troubleshooting
  • Prepare and share FCS theft analysis report periodically with clients and internal teams
  • Prepare other reports like health check reports, unit/client success rate report, etc. for internals teams and clients accurately and on time
  • Document technical knowledge and client preferences in the form of notes and manuals
  • Maintain cordial relationships with clients

Job Requirements

  • Candidates should possess a B.Sc. in Electrical Electronics Engineering, IT, Computer Engineering, or any relevant field.
  • Minimum of 1 year and above experience with a Technical support background.
  • Interest in analyzing data to draw insights and problem-solving to ensure client satisfaction.
  • Good understanding of electronics, computers systems and software platforms.

Application Closing Date
Not Specified.

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