We wish to fill the vacant position of a Software Support Assistant with strong ICT background on Fixed Term Contract Basis to be based in Nairobi.
Eleven Degrees Consulting Limited is a leading shared service company for Mini Group of Companies, dedicated to providing innovative solutions to our clients. We are committed to excellence and strive to deliver the highest quality products and services. Our team is a diverse group of talented professionals who are passionate about their work and dedicated to the company’s success.
Position Summary
Reporting to the Software Supervisor, the Software Support Assistant will be responsible for ICT technical and user support. This role requires a combination of technical knowledge, problem-solving skills, and customer service abilities.
Key Duties/ Responsibilities.
- Respond to customer inquiries via phone, email, or chat, and provide technical assistance and support for hardware and software-related issues and ability to adhere to the Organization Support SOPs.
- Diagnose and troubleshoot software problems by analyzing user reports, replicating issues, and identifying solutions or workarounds.
- Create and maintain detailed records of support requests, including problem descriptions, resolution steps, and follow-up actions in the ticketing system.
- Provide training to users on software features, functions, and best practices to enhance their experience.
- Escalate complex issues to higher-level support teams or developers when necessary, ensuring timely resolution and follow-up.
- Assist in testing software updates, patches, and new features before release to ensure they meet quality standards.
- Collect user feedback on software performance and functionality, and report suggestions or recurring issues to the development team.
- Contribute to and maintain a knowledge base with frequently asked questions (FAQs), troubleshooting guides, and best practices.
- Assist users with the installation and configuration of software applications as required.
Academic and professional Qualifications and experience required
- Bachelor’s degree or diploma in Computer Science, Information Technology, or a related field is preferred.
- A minimum of 2 years of experience in a similar role.
- Experience in a technical support or customer service role is an added advantage.
- Understanding of software applications, operating systems, and general IT concepts.
- Familiarity with troubleshooting techniques and tools.
- Excellent verbal and written communication skills, with the ability to explain technical concepts in a clear and concise manner.
- Strong analytical and problem-solving skills, with attention to detail.
- A customer-oriented mindset with a focus on delivering high-quality support.
- Ability to work well in a team environment and collaborate with other departments
How to Apply:
Interested and suitably qualified individuals should forward their application letter and updated CV only to the Head – Human Resource, [email protected]
quoting “Software Support Assistant” in the subject line to be received by COB by 30th September, 2024.
NB-Only the shortlisted candidates will be contacted and the interviews will be on a rolling basis.
