FSC Technical Support Officer

Concept Nova is a subsidiary of the Concept Group and is Africa's fastest-growing technology solutions company, specialising in Business Intelligence, Asset Management and Remote Monitoring solutions.
Concept Nova delivers technology-driven solutions that increase transparency, efficiency, cost savings and revenue generation. Serving over 200 clients across diverse industries, we are changing the face of technology development by delivering premium services at competitive prices.
We are recruiting to fill the position below:

Job Title: FSC Technical Support Officer

Location: Yaba, Lagos
Employment Type: Full-time
Job Summary

The Technical Support Officer will be the first point of contact for resolving all FCS-related matters which include onboarding of new clients, resolving communication issues between hardware and software, configuring hardware, and carrying out performance analysis to determine unit/client success rate.
Work with the Research & Development, Implementation, and Recovery & control teams in resolving more technically advanced client issues.
Immediate support via email, phone call, chat applications, desktop connection software like TeamViewer and other relevant applications will also be required.

Duties & Responsibilities

Diagnose, troubleshoot, and identify solutions to resolve software and hardware issues
Work closely with the Research & Development Techincal support officer to optimize client satisfaction
Account setup, onboarding for new FCS clients
Communication of updates and training clients on the solution features
Guide clients on the usage of platform feature with the use of written instructions and technical manuals.
Communicate with the client properly to quickly understand the source of the problem
Resolve issues and provide accurate feedback to clients within agreed time limits
Guide clients in resolving technical issues through a series of actions either via phone, email or chat
Properly escalate unresolved issues to appropriate internal teams (e.g. Research & development, implementation etc.)
Provide support to implementation engineers on the field based on diagnosis done to ensure seamless resolution of hardware issues
Work closely with Research & Development, Recovery & Control, Implementation, and Customer Support teams to optimize operations
Refer to internal documentation to provide accurate technical solutions
Ensure all issues are properly logged as well as prioritize and manage several technical issues open at one time
Follow up with clients to ensure their platform interfaces are fully functional after troubleshooting
Prepare and share FCS theft analysis reports periodically with clients and internal teams
Prepare other reports like health check reports, unit/client success rate reports etc. for internal teams and clients accurately and on time
Document technical knowledge and client preferences in the form of notes and manuals
Maintain cordial relationships with clients.

Job Requirements

B.Sc in Electrical / Electronics Engineering, IT, Computer Engineering or any relevant field.
Minimum of 1 year and above experience with a Technical support background.
Interest in analyzing data to draw insights and problem solving to ensure client satisfaction.
Good understanding of electronics, computer systems and software platforms.

Application Closing Date
21st August, 2022.
How to Apply
Interested and qualified candidates should:
Click here to apply online