Technical Support Officer Jobs – SurePay Ltd
Job Opportunity: Technical Support Officer at SurePay Ltd
Organization: SurePay Ltd
Duty Station: Kampala, Uganda
Reports to: Customer Service Supervisor
About SurePay Ltd:
SurePay Limited is a registered company specializing in digital and financial services for small and medium-sized enterprises (SMEs). They provide payment and funding solutions aimed at enhancing the health and efficiency of these businesses.
Job Summary:
As a Technical Support Officer at SurePay, you will be instrumental in providing exceptional customer support by resolving technical queries and issues. Your role involves troubleshooting, clear communication, and an in-depth understanding of SurePay’s products and services, ensuring customer satisfaction and contributing to the company’s success.
Key Duties and Responsibilities:
- Respond to customer inquiries about technical issues, account information, and product functionality across various channels.
- Troubleshoot and resolve technical problems, offering clear instructions to customers.
- Gain a comprehensive understanding of SurePay’s products and services.
- Stay informed about product updates, features, and technical specifications.
- Clearly communicate technical information to customers with varying levels of expertise.
- Provide step-by-step guidance and support to customers.
- Identify and escalate complex technical issues to relevant teams.
- Collaborate with departments like IT or product development for escalated issues.
- Maintain detailed records of customer interactions and resolutions.
- Contribute to a knowledge base for common technical issues.
- Educate customers on product features and self-service options.
- Participate in quality assurance processes for customer interactions.
- Provide feedback to improve support team efficiency and processes.
- Keep abreast of industry trends and Fintech technology advancements.
- Engage in ongoing training to enhance technical knowledge and support skills.
Qualifications, Skills, and Experience:
- Bachelor’s degree/diploma in Information Technology, Computer Science, or related field.
- Experience in technical support, preferably in the Fintech industry.
- Strong technical aptitude with the ability to learn and understand complex software systems.
- Excellent communication skills, both verbal and written.
- Patience and empathy in customer interactions.
- Problem-solving and analytical thinking skills.
- Familiarity with help desk software and customer support tools.
Application Process:
Interested candidates should send their CV and a cover letter to applications@surepayltd.com. Only selected candidates will be contacted for further steps in the recruitment process.
This position offers an excellent opportunity for individuals passionate about technology and customer service to join a dynamic team at SurePay Ltd, contributing significantly to the growth and success of SMEs through effective technical support.