About Aku
Aku is a funded and fully licensed payment-led digital bank on a mission to disrupt cash and drive financial inclusion one mobile device at a time.
Job Description
The Technical Support Officer is expected to have a deeper understanding of systems and applications.
Your day-to-day involves handling complex problems that require in-depth troubleshooting and collaboration across resolver teams.
Requirements
1. 2nd Level Support is responsible for triaging, prioritization, tracking, and routing incidents reported by the Customer Support Team for onward escalation to internal resolver teams (Engineering, Finance, Compliance, etc).
2. Monitor service dashboards and reporting channels and notify support engineers as appropriate.
3. Engage resolver teams to ensure incident resolution within agreed SLAs and timelines.
4. Proactive service monitoring to identify problem triggers and offer continuous service improvements.
5. Take ownership of escalated tickets as it cycle through the incident management process.
6. Build a Knowledge Base (KB) with troubleshooting and resolution details.
Knowledge & Previous Experience
1. Experience working with customer support.
2. Good analytical skills, technical troubleshooting ability and familiarity with digital banking products.
3. Collaborative team player with a results-oriented and customer-focused approach.
4. Self-motivated with the ability to work independently and escalate where needed.
5. Excellent verbal and written communication skills to articulate incident details to resolver teams.
Benefits
🔆 Flexible working hours
🔝 Remote friendly
👩🏻⚕️ Health Insurance
😎 Team-building events
🌃 Paid Leave Days
Application Deadline
29th of February, 2024