Software Support Specialist at Centrino Technologies Limited

On Tuesday, December 30th, 2014
Position Description: Centrino Technologies Limited seeks a Software Support Specialist to provide technical support to clients for our software applications used in the financial markets.
If  you  enjoy  working  with  business  users  to  automate processes and  working closely  with  developers  to improve our clients’ experience, we would like to talk with you.
 
Why work with us?
  • Centrino’s customer base is professional, collaborative and engaging to work with
  • You  will  work  with  a  team  of  enthusiastic  and  service-oriented  people  who  are  dedicated  to continuous improvement
  • You will work from various parts of the country where our customers are based

What you need for this position:

Academic Qualifications
  • Diploma/degree in IT or in any related course; CPA is an added advantage
General Skills
  • A passion for automating manual processes and learning how things work
  • Ability to interact effectively with both non-technical users and highly technical users
  • Good organizational skills with ability to prioritize and meet deadlines under pressure
  • Ability to quickly grasp and understand new tasks and processes
  • A desire to make things more efficient – we are looking for someone who enjoys initiating change
  • Excellent follow-through with minimal management
  • Good communication skills
Technical Skills and Experience
  • Demonstrated basic programming skills are highly desirable
  • Good formal documentation skills is highly desirable
  • Demonstrated investigative and problem solving skills is highly desirable
  • Thorough understanding and ability to use Microsoft Windows and Office suite is highly desirable (certifications are not required – we will be much more interested in your ability to figure things out as you go)
  • Knowledge and ability to troubleshoot Windows operating systems (Win98 – 2008 server)
  • Understanding of TCP/IP networks and security systems
  • Understanding of LAN and WAN communication and configurations.
Additional Requirements of Importance
  • Must have worked with a Credit Society (SACCO) or a Microfinance organization for a period not less than two (2) years
  • Ready to work from our head office in Nairobi or from any part of the country where our clients are situated.
What does this position entail?
Centrino’s support team is not just a software “help desk”.  Centrino Support Specialists engage in deep problems solving not necessarily related to our products themselves.
While some cases simply involve providing instruction  or  directing the  user  to  documentation,  the  majority of  cases  involve  providing solutions at the client’s site.

As a Centrino Support Specialist you will:
Provide exceptional support to end-users
  • Respond to e-mail and telephone support requests
  • Use deductive problem solving skills to investigate and solve a broad range of issues each day
  • Customer correspondence including documentation of user guides and other resources
Improve Centrino’s products and processes
  • 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
  • Update and create online knowledge base articles to reduce support requests
  • Capture details of each support request in Centrino’s ticketing system
Act as liaison between users and development
  • Help test fixes provided by development and incorporate them into client sites
  • Work closely with development to make Centrino’s software more intuitive, easier to deploy and easier to support
  • Escalation and reproduction of technical issues for the development team
Help the Centrino sales team
  • Provide pre-sales technical support as needed
  • Recognize end-users’ need for additional products and services
Please email your resume to [email protected] to apply
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