Application Support Officer

Zanibal LLC

Unspecified

New

2 days ago

Job Role: Application Support Officer
Job Type: Full-time, Hybrid
Salary: ₦200,000.00 - ₦300,000.00 monthly
Location: Lekki, Lagos
How to Apply: Send your resume to hr@zanibal.com

Company:
Zanibal Solutions Nigeria Ltd is a financial technology company that provides a suite of cloud-based business applications for managing front and back office functions. Our solution empowers different organizations with differentiating capabilities and very innovative technology, making it as easy as possible to share and manage business information.

Job Description:

• Manage and prioritize incoming support tickets, ensuring timely resolution and escalation of critical issues according to established service level agreements (SLAs).
• Interact directly with clients to understand and analyze their reported issues, gather relevant information with a sense of urgency, and provide timely updates on issue resolution progress.
• Investigate reported issues by analyzing log files, system configurations, and other relevant data, and employ problem-solving techniques to identify root causes and implement appropriate solutions.
• Participate in providing training to customers as required.
• Capture details of each support request in Zanibal’s ticketing system.
• Create and maintain detailed documentation of support procedures, issue resolutions, and frequently asked questions (FAQs) for both internal and external use.
• Collaborate with the development team to perform software testing, including functional testing and regression testing, to ensure the stability and reliability of applications.
• Identify opportunities for process improvement, automation, and efficiency enhancement within the support function, and actively contribute to the implementation of these initiatives.
• Engage in Knowledge Management by creating and maintaining documentation of the company's functionalities. This documentation will be used by other members of the company's staff as well as clients.
• Testing new versions of software, ensuring that existing software is up-to-date and identifying areas where improvements can be made.
• Take ownership of software issues, and work with our Development group to resolve more advanced issues when necessary.

Qualifications:

• Bachelor’s degree with at least second class upper in computer science, banking & finance, accounting, or other related courses.
• Completion of NYSC program.
• Experience working with Financial Institutions (Banking, Securities Trading, Asset Management) is a plus.
• Must be a self-starter/quick learner.
• Essential experience in using software applications
• Accounting knowledge is a plus.
• Customer service experience is a plus.
• Proficient knowledge of Microsoft Office (Mostly Excel)
• Good troubleshooting skills.
• Ability to think outside the box to solve problems

www.zanibal.com

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