Responsibilities

This role will:

• Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
• Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Mentor junior support engineers as needed or requested by management.

Qualifications

SCIM is a good fit for you if:

• You’re technically proficient and have higher education classwork in IT or technical work, or experience with enterprise support.
• You love technology, understand it, and are adept at using it.
• You’re proficient in both written and oral English.
• You enjoy solving complex technical issues.
• You’re customer-obsessed, take the initiative, and exceed expectations

In This Role

• 2 – 3 years of technical and customer support experience are required.
• Must have completed the compulsory 1-year NYSC or have an exemption certificate.
• Higher-level technical education is preferred.
• Certifications relevant to the product are helpful.