Technical Support Specialist
| Location | Juba, Sudan |
| Date Posted | November 17, 2019 |
| Category |
Administration
|
| Job Type |
Full-time
|
| Currency | SDG |
Description
FreeBalance is looking for a Technical Support Specialist to join in Juba, South Sudan. The Technical Support Specialist will work directly with customers to provide technical support for the company’s suite of Government Resource Planning (GRP) solutions. The ideal candidate will be an experienced technical customer support professional that can operate in a fast-paced environment.
Main Responsibilities:
-
- Work with customers to understand technical requirements and issues and direct them to the proper solution in a timely manner using a centralized customer support system.
- Reproduce errors, issues or bugs as a part of a case investigation to determine whether the case is a product issue, enhancement request or request for professional services.
- Serve as point of contact for customer investigations and troubleshoot or solve technical customer issues logged in the customer portal.
- Provide knowledge transfer and training by sharing good practices and lessons learned with team members and contribute to the FreeBalance knowledge base.
- Liaise with the local project team, research & development or other departments on complex issues and involve the appropriate people to support case resolution when required.
- Work with other departments to produce and maintain technical documentation in line with company standards.
- Provide regular reports to local project team and regional management on status of cases and recommended next steps for resolution. Escalate cases as required.
Qualifications:
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- University degree or College diploma in Computer Science, Systems Engineering, Software Programming, or related field.
- Ability to multitask and perform effectively under pressure with multiple priorities and deadlines.
- Customer case management skills including attention to detail, focus, and good judgment.
- Demonstrated analysis and problem-solving skills and technical troubleshooting expertise.
- Understanding of enterprise application architecture and technical requirements.
- Knowledgeable in Windows and Linux operating systems.
- Experience with VMWare virtualization services including fail-over, disaster recovery and backup.
- Extensive knowledge of computer network system protocols.
- Good knowledge in MS SQL and Oracle Databases.
- Knowledge in Web Servers management (IIS & Apache).
- Knowledge of enterprise hardware systems, networks, application software and database systems will be considered an asset.
- Previous experience at a software company and experience supporting IT solutions.
- The successful candidate MUST be able to speak, read, and write English fluently. Other languages considered an asset.
- Must be willing to extensively travel to South Sudan
We thank all applicants for their interest; however, only those selected for an interview will be contacted. FreeBalance is an inclusive employer dedicated to building a diverse workforce to increase the representation of the designated groups based on each country’s legislation. We encourage applications from all qualified candidates and will accommodate applicants’ needs under the respective labour law throughout all stages of the recruitment process.
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