Job Title: Software Support SpecialistPosition Description:
Centrino Technologies Limited seeks a Software Support Specialist to provide technical support to clients for our software applications used in the financial markets.
If you enjoy working with business users to automate processes and working closely with developers to improve our clients’ experience, we would like to talk with you.
Why work with us?
Centrino’s customer base is professional, collaborative and engaging to work with You will work with a team of enthusiastic and service-oriented people who are dedicated to continuous improvement
You will work from various parts of the country where our customers are based
What you need for this position:
Academic Qualifications
Diploma/degree in IT or in any related course; CPA is an added advantage General SkillsA passion for automating manual processes and learning how things workAbility to interact effectively with both non-technical users and highly technical usersGood organizational skills with ability to prioritize and meet deadlines under pressureAbility to quickly grasp and understand new tasks and processesA desire to make things more efficient - we are looking for someone who enjoys initiating changeExcellent follow-through with minimal managementGood communication skillsTechnical Skills and Experience
Demonstrated basic programming skills are highly desirableGood formal documentation skills is highly desirableDemonstrated investigative and problem solving skills is highly desirableThorough understanding and ability to use Microsoft Windows and Office suite is highly desirable (certifications are not required – we will be much more interested in your ability to figure things out as you go)Knowledge and ability to troubleshoot Windows operating systems (Win98 – 2008 server)Understanding of TCP/IP networks and security systemsUnderstanding of LAN and WAN communication and configurations.Additional Requirements of Importance
Must have worked with a Credit Society (SACCO) or a Microfinance organization for a period not less than two (2) yearsReady to work from our head office in Nairobi or from any part of the country where our clients are situated.What does this position entail?
Centrino’s support team is not just a software “help desk”.
Centrino Support Specialists engage in deep problems solving not necessarily related to our products themselves.
While some cases simply involve providing instruction or directing the user to documentation, the majority of cases involve providing solutions at the client’s site.
As a Centrino Support Specialist you will:
Provide exceptional support to end-usersRespond to e-mail and telephone support requestsUse deductive problem solving skills to investigate and solve a broad range of issues each dayCustomer correspondence including documentation of user guides and other resourcesImprove Centrino’s products and processesAnalyze each support request for root cause, determine if the issue could be prevented by changes in the software or business processes, and outline change recommendationsUpdate and create online knowledge base articles to reduce support requestsCapture details of each support request in Centrino’s ticketing systemAct as liaison between users and developmentHelp test fixes provided by development and incorporate them into client sitesWork closely with development to make Centrino’s software more intuitive, easier to deploy and easier to supportEscalation and reproduction of technical issues for the development teamHelp the Centrino sales teamProvide pre-sales technical support as neededRecognize end-users’ need for additional products and servicesPlease email your resume to jobs@centrino.co.ke to apply by 31st January, 2015
Centrino Technologies Limited seeks a Software Support Specialist to provide technical support to clients for our software applications used in the financial markets.
If you enjoy working with business users to automate processes and working closely with developers to improve our clients’ experience, we would like to talk with you.
Why work with us?
Centrino’s customer base is professional, collaborative and engaging to work with You will work with a team of enthusiastic and service-oriented people who are dedicated to continuous improvement
You will work from various parts of the country where our customers are based
What you need for this position:
Academic Qualifications
Diploma/degree in IT or in any related course; CPA is an added advantage General SkillsA passion for automating manual processes and learning how things workAbility to interact effectively with both non-technical users and highly technical usersGood organizational skills with ability to prioritize and meet deadlines under pressureAbility to quickly grasp and understand new tasks and processesA desire to make things more efficient - we are looking for someone who enjoys initiating changeExcellent follow-through with minimal managementGood communication skillsTechnical Skills and Experience
Demonstrated basic programming skills are highly desirableGood formal documentation skills is highly desirableDemonstrated investigative and problem solving skills is highly desirableThorough understanding and ability to use Microsoft Windows and Office suite is highly desirable (certifications are not required – we will be much more interested in your ability to figure things out as you go)Knowledge and ability to troubleshoot Windows operating systems (Win98 – 2008 server)Understanding of TCP/IP networks and security systemsUnderstanding of LAN and WAN communication and configurations.Additional Requirements of Importance
Must have worked with a Credit Society (SACCO) or a Microfinance organization for a period not less than two (2) yearsReady to work from our head office in Nairobi or from any part of the country where our clients are situated.What does this position entail?
Centrino’s support team is not just a software “help desk”.
Centrino Support Specialists engage in deep problems solving not necessarily related to our products themselves.
While some cases simply involve providing instruction or directing the user to documentation, the majority of cases involve providing solutions at the client’s site.
As a Centrino Support Specialist you will:
Provide exceptional support to end-usersRespond to e-mail and telephone support requestsUse deductive problem solving skills to investigate and solve a broad range of issues each dayCustomer correspondence including documentation of user guides and other resourcesImprove Centrino’s products and processesAnalyze each support request for root cause, determine if the issue could be prevented by changes in the software or business processes, and outline change recommendationsUpdate and create online knowledge base articles to reduce support requestsCapture details of each support request in Centrino’s ticketing systemAct as liaison between users and developmentHelp test fixes provided by development and incorporate them into client sitesWork closely with development to make Centrino’s software more intuitive, easier to deploy and easier to supportEscalation and reproduction of technical issues for the development teamHelp the Centrino sales teamProvide pre-sales technical support as neededRecognize end-users’ need for additional products and servicesPlease email your resume to jobs@centrino.co.ke to apply by 31st January, 2015
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