M & J Audit Solutions Consultancy requires Technical Support Coordinators (Software Or Hardware) for immediate employment.

Job Title: Technical Support Coordinators (Software Or Hardware)
Reports To: Program Manager, Ghana - currency and tax stamp

A US based company is looking for a Technical Support Technician, located in Accra with responsibility for managing and maintenance of their devices and the help desk for support issues. This position provides a high level of customer service to the user, responds to all trouble calls concerning on-line service, network or end-user related problems. Provides an interface for end-users seeking assistance. Documents problems calls and either solves the problem or ensures timely escalation to appropriate support level.

Key Skills:

•   Strong functional business application acumen
•   Ability to learn new technologies quickly
•   Experience determining and developing requirements for enterprise supply chain solutions
•   Good project management skills and experience
•   Ability to manage muliple priorities
•   Commitment to detail and follow through
•   Strong interpersonal communication and customer interaction skills
•   Must be creative, innovative and flexible, PC and related software applications

Qualification Required & Experience

•   Bachelor's degree in business, information systems or computer science or equivalent experience desired proficiency with windows software troubleshooting
•   2+ years of equivalent experience including experience with supply chain help desk operations
•   Experience with relational databases desired, not required
•   Skilled with Microsoft office (Outlook, Word, Excel)
•   Experience interacting with customers
•   Excellent written and verbal communication skills

Roles & Responsibilities:

Provide first line support for customer service request. Support includes:

•   Researching initial request
•   Confirming expectations with the customer
•   Resolving requests using existing knowledge base, historical records and/or own experience
•   Follow established escalation procedures to assign request to appropriate level as required
•   Follow up on all open and assigned requests and ensure closed loop process and communication occurs throughout the life cycle of the request
•   Manage and enhance customer support system and knowledge base to encourage further self-service capabilities by customers and partners
•   Evaluate existing customer support plans and procedures. Update as required
•   Assist Technical teams to resolve the issues, as needed
•   Convey customer feedback to product management and executive

•   Provide afterhours and weekend support to end users on a rotating basis to satisfy contractual service obligations.
•   Install and update software on the company's scanners and devices
•   Provide organised training as well as informal training for the end users of the software, both initially and refresher training
•   Perform field audits as needed to support the program integrity (Hardware Technical Support Coordinator only)
•   Improves client references by writing and maintaining documentation
•   Participates in development of client training programs by identifying learning issues, recommending instructional language
•   Avoids legal challenges by monitoring compliance with service agreements.
•   Improves system performance by identifying problems, recommending changes

Location: Accra

How To Apply For The Job

Send application letters and curriculum vitae to:-

mandjsolution@gmail.com  /  enquiries@mandjconsulting.com

Closing Date: 06 February, 2015