Technical Customer Support Associate Job at Indicina Technologies Limited

Indicina Technologies Limited - Only 11% of Africa’s population have their credit information recorded by private credit bureaus vs 17% in Emerging Asia and 79% in Latin America. This, along with other challenges, puts a major brake on consumer lending in Africa. Indicina is building the technology infrastructure that will power the next generation of consumer credit platforms and businesses. We genuinely believe that risk innovation can unlock the massive African consumer credit opportunity.

We are recruiting to fill the position below:

Job Position: Technical Customer Support Associate

Job Location: Lagos
Employment Type: Full-time

About the Role

• As a Technical Customer Support Associate, you'll be the voice and face of Indicina to all our merchants.
• You’ll be instrumental in customer retention by addressing concerns and product issues, and by communicating in a professional, positive manner. This is a highly cross-functional role where you will work closely with teams, ensuring that customers’ technical complaints and inquiries are met in a timely fashion.
• To ensure success in this position, you will diagnose and troubleshoot software problems and help our clients tackle technical challenges using Indicina’s products.
• Top candidates are detail-oriented, motivated, have excellent people skills, and provide the best loan management experience to merchants and their end consumers.

Job duties and responsibilities

• Ability to diagnose and troubleshoot basic technical issues.
• Ensure all issues are properly logged and ticketed.
• Ability to provide step-by-step technical help to Indicina’s clients, both written and verbal.
• Resolve bugs and escalate feature requests to the product and engineering teams.
• Research and identify solutions to software issues.
• Document technical knowledge in the form of notes and manuals
• Be the internal voice of Indicina's merchants.

Qualifications

• Candidates should possess a Bachelor's Degree
• Have 1 - 3 years of experience working as a technical customer support associate or customer support engineer.
• Have worked in a SaaS, Payment, Fintech, or Banking Industry.
• Basic knowledge of node JS, MySQL, Graphql, Rest API, and CRM tools.
• Calm even in the face of chaos, have a can-do attitude, and follow up on pending queries.
• A self-starter, a problem solver, and open-minded, and with an understanding of what service-leadership entails.

Benefits

• Competitive salary
• Annual training allowance
• Work Tool + Internet Allowance
• Paid Time Off (20 days plus national holidays)
• Health Insurance
• Flexible work opportunities
• Group Life Insurance
• Performance Bonus
• Parental Leave.