Customer Services Support Engineer Job in Lagos

Growth in Value Alliance (GV Alliance) Partners is a business advisory and market intelligence services firm.
Our objectives are to assist organizations to achieve their growth aspirations by providing market intelligence, strategy blueprint, IT solution delivery expertise and business operation improvement capabilities.

We are recruiting to fill the position of:

Job Title: Customer Services Support Engineer (Level 2)

Location: Lagos
Department: Customer Services
Reports to: Customer Services Manager

Role Summary

• Provide 2nd Level Support for Business Applications for customer raised issues.
• Work as part of the Level 2 support team.
• Keep track of issues status and ensure that all stakeholders are kept update.
• Diagnosing, reproducing and resolving issues.
• Significant customer interaction – online, phone & face to face.

• Developing and maintaining a support knowledge base accessible over the web
• Ensuring the development of positive customer relationships
• Hands-on Experience supporting Card and related financial payment systems. Card issuing, Card acquiring, ATM Switches ATM networks, Card Settlement, Visa networks, MasterCard networks, Propriety / National Networks.

• Hands-on experience supporting Financial Services applications, front office, web based and back office Retail Banking Applications.

• IT Qualification, Computer Graduate
• Oracle, SQL, UNIX, CORBA, UNIX, NT, XP, Web Technologies, C++, Java
• Experience in using industry standard call logging systems
• Customer focused and proactive in following through with issues
• Familiar with basic testing practices and procedures
• Technically focused individual with the ability to migrate between many different technologies
• Updating documentation and Updating call status thru life of issues.
• Significant contribution to FAQ and in-house knowledgebase.
• Key Performance Competencies
• Must be organised with an ability to prioritize work
• Ability to diagnose issues and solve complex problems
• Work well in a team and with customers

• Strong customer orientation.
• Self-reliant ability of individual to work without close supervision and address problems in a collaborative environment.
• Good problem solving abilities. Ability to identify and contribute to opportunities/solutions for the company in a collaborative environment.
• Articulate communicator: ability to present ideas clearly and precisely, especially technical detail to peers & colleagues.
• Good listener: listens and aware of other peoples’ point of view