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Telvida is a specialist IT and telecommunication solution
provider. We build on our knowledge and expertise in IT and
Telecommunications technologies in the provision and management
of specialist solutions. We help clients plan, build, support and
manage solutions to achieve their business
communication goals; drawing on our
experience in networking, security, storage and communication
technologies and our unique skills in consulting, integration and
managed services to create customised client solutions.
We are recruiting to fill the position of:
Job Title: Support Engineer
Location: Lagos
Slot: 2
Job Description
What You’ll Do:
- You know good customer service when you get it and you know
when service is not-so-good.
- If you have an affinity for great customer service and want
to join a like-minded, tech-savvy group of people, you would
feel right at home on the Telvida Technical Support team.
- You will also contribute to the product experience through
resolving customer problems, educating users on Telvida
functionality, building the documentation library and online
resources, and developing datasources to provide new and
improved product functionality.
- Update/create documentation for public-facing articles
- Support testing and deployment of internal system tools
- Receive and enter custom or new datasource development
requests to the datasource queue
- Suggest ideas to scale support, to reduce incidents,
increase self service, and reduce engineering involvement while
increasing satisfaction.
- Share customer feedback and case studies with Marketing, as
appropriate.
- Provide input on product refinements and additions.
- If you have that unique combination of customer services
skills and a tech background (or even a genuine interest in
technology and an aptitude to learn), this is likely the ideal
career opportunity for you.
- Without a doubt, the Technical Support Engineer position is
a pathway to expansion of your technical skills and knowledge –
and that means preparing you for future roles within our
fast-growing company. Here’s a look at the specifics:
- “Frontline” support for all incoming client issues —
handle support chat, incoming emails and phone support
- This small team has built an awesome reputation for going
above and beyond, and no question, their contribution helps
power our customers’ happiness.
- Essentially, the Technical Support Engineer (TSE) is the
front-line tech support contact for Telvida product users and a
key contributor to Telvida customer experience.
- As the primary interface on incoming client support issues,
you will log and own incoming support tickets from receipt to
100% resolution.
- Serve as liaison between client and internal development
for all escalated product related issues, including product
enhancements, bug resolution and overall product education
Requirements
What You’ll Need:
- Bachelor’s Degree, or equivalent experience.
- Experience in customer support or service.
- Experience in Linux/Windows/Network administration and
operations desirable.
- Some basic understanding of scripting and ability to write
basic scripts.
- Some experience with managing or administering server
application/services, eg. LAMP stack, IIS, MySQL, MSSQL.
- Willing to work shifts from shifted days (Tuesday –
Saturday; Sun. – Thursday) to shifted hours (12am to 9am; 7am
to 4pm; 4pm to 1am).
Note: During the initial training period of
60-90 days, shift is M-F 8-5, after which point employee will
work M-F 12a to 9a or 4p to 1a. In approx Q1 2015, employee will
move from M-F schedule to shifted day schedule (i.e. Tues-Sat or
Sun-Thurs).
Your Profile
About You:
- Efficiency – Able to produce significant output with
minimal wasted effort
- Initiative – Acts without being told what to do. Find
answers to problems independently. Bring new ideas to the table
- Persistence – Demonstrates tenacity and willingness to go
the distance for resolution.
- Team Player – Works well within a group environment.
- Professional – Represents Telvida at all times in a
knowledgeable and professional manner
- Support Gene – Has the “support gene” with strong desire to
help, listens well, and is a good communicator.
- Multi-tasking – Able to handle interruptions, changing
priorities and multiple tasks in caTelvida and professional
manner
- Organization – Plans, organizes, schedules in efficient
manner. Focuses on key priorities
- Analytical Skills – Able to structure and process
qualitative data and draw insightful conclusions.
How to Apply
Interested and qualified candidates should please send their
resumes and cover letters to:
careers@ng.telvida.com with subject as “Support
Engineer”
Note:
- We’re not kidding about the cover letter.
- We need to hear your voice, your perspective on why this
career opportunity is a good match for you.
- We are passionate about finding the right individual for
each and every position, so thanks for taking the extra time to
convey your message.
Application Deadline 1st June,
2015.