Support Representative Job at Sokowatch

Sokowatch is transforming communities across Africa by revolutionizing access to essential goods and services. By connecting small merchants to the digital economy, we fix inefficient supply chains and provide services previously unavailable to informal businesses. Sokowatch aims to provide everything a retailer needs, no wholesalers or banks necessary.

• Support Representative

Responsibilities:

• Respond quickly to incoming bug tickets & escalate as needed to engineering.
• Research and identify solutions to software and hardware issues by querying databases and other systems.
• Ask users targeted questions to quickly understand the root of the problem.
• Track system issues through to resolution, within agreed time limits.
• Document technical knowledge in the form of knowledge bases and user manuals.

Qualifications;

• Diploma or Bachelor’s degree in IT, Computer Science, Information Systems or related field.
• Extensive hands-on experience with technical support for web and mobile applications in an agile software environment.
• Ability to diagnose and troubleshoot technical issues.
• Creative problem-solving skills.
• Excellent communication skills, both written and verbal.
• Strong public speaking and presentation skills.
• Ability to provide easily understandable step-by-step technical help.
• Ability to learn new applications and programs quickly to support & train end-users.
• SQL database querying, web and/or mobile coding experience strongly preferred.