Zanibal has introduced a set of easily customizable solutions for managing key business processes within organizations. For far too long businesses have had to work around the constraints of enterprise software at great costs and questionable ROI. With Zanibal suite of solutions, organizations can easily make their own changes and enhancements without the help of IT or high-priced vendors. Everything we do is based on the recognition that your business is unique. We give you the tools and best practices to create on-demand business solutions that work for you. With the built-in point-and-click customization tool, it's fast and easy to tailor the solution to fit your needs.
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.
- Basic knowledge of the Capital Market.
- 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
Method of Application
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