Job responsibilities
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Interview IECMS users during telephone calls to obtain information useful in providing effective solutions
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Manage inbound calls to ensure effective and timely resolution of IECMS user issues
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Place outbound calls to verify IECMS users satisfaction
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Escalate complex issues to more experienced IECMS team for proper resolution
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Support personnel, and act as focal point when endusers face hardware, software, or system issues
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Provide phone, remote access, and desktop support to IECMS users.
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Track assigned tasks throughout problem solving life cycle using the institution’s Help Desk system.
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Must maintain accurate and timely service tickets.
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Maintain records of inquiries or complaints as well as logs of interaction with customers
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Calm end-users and ensure their challenges or issues are addressed properly .
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perform any other task directed by his/her supervisor
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Previous experience in a customer support role
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Having experience in Desktop Support, Network Administration, System Administration are added advantage , Certifications in A++, N++, MCIP, MCSA, CCNA are added advantage
Key technical skills & knowledge required:
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Knowledge of customer service practices and principles
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Excellent data entry and typing skills
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Superior listening, verbal, and written communication skills
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Demonstrate decisiveness in resolving problems, making decisions and identifying priorities;
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Good analytical skills and problem solving techniques
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Good interpersonal communication skills and ability to work with others under pressure and solve problems
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End-users focus and adaptability to different personality types
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Ability to multi-task, set priorities and manage time effectively
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The ability to learn quickly and work with minimum supervision;
Qualifications
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Bachelor's Degree in Software Engineering
1 Years of relevant experience
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Bachelor's Degree in Computer Science
1 Years of relevant experience
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Bachelor's Degree in Computer Engineering
1 Years of relevant experience
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Bachelor's Degree in Electronics and Telecommunication Engineering
1 Years of relevant experience
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Bachelor's Degree in Information Systems
1 Years of relevant experience
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Bachelor's Degree in Information Technology
1 Years of relevant experience
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Bachelor’s Degree in Business Information Technology
1 Years of relevant experience
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Bachelor of Business and information communication technology
1 Years of relevant experience
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Advanced diploma (A1) Computer application
1 Years of relevant experience
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Advanced diploma(A1) in information technology management
1 Years of relevant experience
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Advanced diploma (A1) in science in information technology
1 Years of relevant experience
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Advanced diploma(A1) in business information
1 Years of relevant experience
Required competencies and key technical skills
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Digital literacy skills
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Team work and team building skills;
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Writing and reading skills
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Interpersonal skills
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Ability to exercise tact and discretion in preparing, handling and disclosing information of a confidential or sensitive nature
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Ability to maintain discretion and confidentiality
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Confidentiality, ethical and teamwork skills;
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High level of integrity, confidentiality and professional ethics;
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High level of integrity and professional ethics;
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High level of integrity, ethics and confidentiality
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Flexibility Skills
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Teamworking ability
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Ability to work under minimal supervision
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Creativity and Innovation
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High sense of responsibility and integrity
