Job Title: Software Support SpecialistPosition 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 skillsTechnical 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 servicesPlease email your resume to jobs@centrino.co.ke to apply by 31st January, 2015
