Overview

Zanibal Solutions Nigeria Limited 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 Position: Application Support Executive

Job Location: Lagos

Job Description
Responsibilities:

  • Provide exceptional support to end-users.
  • Monitor and message internal expectations on key business metrics such as support responsiveness, delivery of service, client satisfaction, and system performance.
  • Develop the infrastructure and content of our knowledge base to continuously improve Client Services’ ability to deliver its offering with greater efficiency and customer satisfaction.
  • Work with clients and engagement teams to anticipate project risks, resolve issues, consistently meet deadlines, and achieve 100% client satisfaction.
  • Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement
  • Assist in the QA process of new iterations of the software
  • Recognize end-user’s need for additional products and services.
  • Analyze each support request for root cause; determine if the issue could be prevented by changes in the software or business processes, and outline change recommendations.
  • Respond to e-mail and telephone support requests.
  • Work with the Head of Support to supervise the entire support team and ensure they respond and resolve clients’ issues as quickly as possible.
  • Escalates urgent problems requiring more in-depth knowledge of appropriate internal resources.
  • Must have a clear understanding of; case priority, problem severity, and response time targets.
  • Ensure deadlines are met.
  • Improve Zanibal’s products and processes.
  • Capture details of each support request in Zanibal’s ticketing system.
  • Help test fixes provided by the engineers and incorporate them into client sites.
  • Participate in business meetings.

Job Requirements

  • At least 3-5 years managing proprietary software support teams
  • HND/Bachelor’s Degree or equivalent experience
  • Experience working in the Fintech industry that supports Banking, Securities Trading, and Asset Management businesses is preferred
  • Technical background with a keen understanding of broader business needs and strategy
  • Proven ability to deliver projects on time by leveraging your experience in development processes, work estimation, and optimal resource allocation
  • Strong presentation and technical writing skills to effectively communicate with other teams
  • Ability to juggle multiple projects and prioritize work accordingly
  • Experience with Agile/Scrum methodology
  • Extraordinary customer service and relationship management experience
  • Critical thinking skills

Salary
NGN250,000 – NGN400,000 per month.

Application Deadline
9th November, 2024.

How to Apply
Interested and qualified candidates should send their CV to: hr@zanibal.com using the Job Title as the subject of the mail.

Tagged as: Information Technology