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5. Mar, 12:16
Ad ID: 1742054

System Support Manager

Nairobi CBD Nairobi
Details
Employer
Sokowatch
Company Industry
Logistics & Transportation
Work Type
Full time
Job Level
Mid level
Minimum Qualification
Bachelor
Years Experience
5 years
Application Deadline
2020-04-19
Description

About us:

Sokowatch is transforming communities across Africa by revolutionizing access to essential goods and services. By connecting small merchants to the digital economy, we fix inefficient supply chains and provide services previously unavailable to informal businesses. Sokowatch aims to provide everything a retailer needs, no wholesalers or banks necessary.

Thousands of retailers across Kenya, Tanzania, Rwanda, and Uganda use Sokowatch's mobile ordering and delivery platform to receive the goods they need as quickly and cheaply as possible while also accessing growth financing for the first time. We’re looking to grow our team with highly talented and motivated employees who are excited to work in a fast-paced and dynamic startup environment.

Position: System Support Manager

We are searching for a stellar System support Manager to join our product team. This hands-on leader will provide enterprise-level assistance to our customers and internal users while managing additional system support staff. This team will assess and report software issues prior to deployment, while also troubleshooting and supporting systems once live. Essential qualities for this role include obsessive attention to detail, effective written and oral communication across a variety of roles, and technical abilities to address reported issues directly. The System Support Manager is the person ultimately in charge of the usability of our systems, providing timely and accurate solutions to technical problems received from users while also preventing problems from arising in the first place through effective quality assurance testing.

Location: This role may be based out of any one of our following major offices:

  • Nairobi, Kenya
  • Dar es Salaam, Tanzania
  • Kampala, Uganda
  • Kigali, Rwanda

Requirements:

The successful candidate will possess:

  • Hands-on experience with backend and app product development/support
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot technical issues
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • SQL database querying, web and/or mobile coding experience strongly preferred

Duties & Responsibilities:

  1. Research and identify solutions to software and hardware issues
  2. Ask users targeted questions to quickly understand the root of the problem
  3. Track computer system issues through to resolution, within agreed time limits
  4. Talk users through a series of actions, either via phone, email or chat, until they’ve
  5. solved a technical issue
  6. Properly escalate unresolved issues to appropriate technical teams
  7. Query to internal database or external resources to provide accurate tech solutions
  8. Ensure all issues are properly logged
  9. Prioritise and manage several open issues at one time
  10. Follow up with users to ensure their systems are fully functional after
  11. troubleshooting
  12. Document technical knowledge in the form of notes and manuals
  13. Time management and self organization

We are searching for a stellar System support Manager to join our product team. This hands-on leader will provide enterprise-level assistance to our customers and internal users while managing additional system support staff.

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To apply for this job, please go to the following website https://www.brightermonday.co.ke/job/system-support-manager-rv67d5
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