Technical Support Associate

Do you have experience in IT support? Are you solution-oriented and pay great attention to detail? Are you an ambitious, smart, customer-oriented person who can think on their feet?

We are looking for a Technical Support professional who can ensure that we offer excellent customer service to our clients.

About us

Laboremus Uganda creates financial technology solutions for clients in East Africa and Europe. We help large banks, financial institutions, and start-up banks get digital. Leveraging our expertise, we also bring financial technology to the underserved: alone and in partnership with others. We believe digital financial services should be tailored, simple, and accessible for everyone.

Laboremus Uganda is part of the Laboremus Group which was founded in Norway in 1996. Today, the group has offices in Norway, Serbia and Uganda.

What you would do

As a Technical Support Assistant, you will give excellent support to our clients while at the same time ensuring that this does not conflict with our internal workflows and collaboration. Be prepared to face new challenges from clients every day, and work with many people, both externally and internally. Your responsibilities will include:

  • Maintaining communication and building excellent relationships with our clients.
  • Providing both technical and user support to clients (both B2B and B2C clients).
  • Logging service requests.
  • Rigorously analyze client requests and make sure that we resolve them to the best of our ability.
  • Assessing urgency and prioritize/escalate appropriately.
  • Owning a client request until it is resolved. This includes acting as the Product Owner in the cases where this is needed.
  • Following internal routines to resolve client support requests/concerns.
  • At all times, have an overview of incoming, ongoing, and resolved cases.
  • Obtain Customer feedback and relay to the Product Owner.
  • Building a comprehensive and detailed understanding of our solutions and technology.
  • Be a critical and thorough test user of new features and updates. 

REQUIREMENTS

In order to join our team, we have some requirements we need you to meet in order for us to know that you are most definitely one of us!

YOU MUST HAVE :

  • Excellent communication, organization, and prioritization skills.
  • A technology background, either through work experience or a degree in Computer Science, Business Computing, or any other engineering field. 
  • A self-starter attitude and the ability to work independently.
  • The ability to communicate clearly and timely to clients (this includes system developers, users, and internal staff)
  • The ability to translate, relay, and explain complex problems in a simple and understandable language.
  • A thorough and methodical attitude to problem-solving. 
  • A strong preference to follow processes, routines, and checkboxes.
  • Experience/knowledge of mobile, web, or Fintech solutions development (this is not a demand, but a clear advantage). 

IT'S NICE IF YOU HAVE:

  • Experience with JIRA / other project management tools 
  • Experience with end-user training 
  • Experience with L2 support & technical communication
  • At least two years’ experience working in a technical support role (end-user support or B2B)

What we offer

At Laboremus, we only employ the best. Our team consist of brilliant developers, project managers, business analysts, and consultants. We will challenge you, and make you solve complex, real-world problems. We give you both the freedom and responsibility to create work that make you stand out.

We offer a great working environment that includes:

  • Competitive salary
  • Comprehensive benefit package which includes health insurance, daily lunches on our rooftop, airtime allowance, access to company loans and more.
  • Excellent opportunities to develop, learn and grow your career.
  • Opportunity for 6-12 month training at our head office in Norway
  • And most importantly: We offer the most intense foosball games in Kampala!

Interested?

Application deadline: Sunday September 27th 2020 at 23h59.

Apply now