Partner Support Specialist / Technical Customer Support Specialist, Spécialiste de l’assistance aux partenaires / Spécialiste de l’assistance technique à la clientèle, Douala, Maviance PLC
Role Responsibilities/ Responsabilités du rôle
Maviance PLC is a digital financial services provider that builds, operates and grows a fintech platform that focuses on increasing and facilitating access to digital financial services to people, companies and government entities across Cameroon and the CEMAC region. Maviance PLC is part of the Maviance Group which consists of sister companies in Germany, France and the UK. Maviance Group is specialized in delivering customized solutions and value-added services as well as industry specific web and mobile solutions for telecom, utilities and financial institutions, businesses and governments, with a key focus in emerging economies
Maviance PLC is engaging in its expansion phase in Cameroon and within the CEMAC (Central African) region with the goal of establishing the company as the #1 leading player in the Fintech and Digital Financial space.
To help us grow into the company that can bring meaningful change to the way people get access to great financial products and services, we are actively looking for bright, talented, driven people who are excited by our mission. If this sounds like a great way to spend your valuable time, then please get in touch with us.
We seek a self-motivated and energetic Partner Support Analyst. They will work with the Head of Partner Support and other Analysts to resolve general back office customer calls & technical issues reported by our partners or detected internally and to ensure that support calls and help desk tickets are dealt with promptly and appropriately. Further to this, they will participate in the continuous learning of the organization through documenting novel issues and appropriate steps for their resolution.
The Partner Support Analysts should have experience in Telco/ICT customer support environments. They will be required to provide valuable input into the improvement of services through network & service monitoring and to proactively problem-solve to avoid similar issues re-occurring by applying best-practice when resolving customer issues. They will work closely with the team of current Partner Support Analysts in customer-query management and issue resolution.
The position will be based in Douala – Cameroon.
Your main duties and responsibilities for this role include:
Monitoring system alerts and investigating abnormalities across the network reported by our monitoring systems
Responding to calls and tickets logged through the Maviance ticketing system
Consulting system logs to investigate issues described in tickets
Liaising between Partner Support Analysts, Team Leader, and Line manager to resolve issues and provide excellent service to partners
Documenting issue resolution to contribute to department reference and training materials
Skills and Competencies
MUST: Excellent command of English & French Language: Reading, Writing, Speaking
Self-starter with natural curiosity for constant service improvement
Ability to multitask in an environment with shifting priorities
Ability to work autonomously in a highly demanding environment
Solution oriented with solid problem-solving ability
Strong bias towards action and proactive communication
Willingness to perform at a level that exceeds expectation
Ability to undertake their role with the highest level of integrity
Qualifications And Experience
Diploma/Bachelor’s degree in a relevant field
Certification in customer care-related courses is an advantage
Previous experience on the use of various service desk tools
Advanced technical help-desk experience, with network monitoring tools and methodologies advantageous
2 – 4 years of experience in a technical customer support role
We are offering you an exciting and promising opportunity.
Fast paced and dynamic environment, where you can make an impact
Opportunity to work with leading technologies
Growing global organization with a highly entrepreneurial spirit
We work at the very cutting edge of fin-tech in Africa
We solve relevant problems for Africa and the world in hope of continuing to make an impact on the millions, if not billions, of users who also believe in what we do
Postuler (Apply for the job) sur son site Internet: https://www.linkedin.com/jobs/view/3030661356/
The Weekly Job Report, Le rapport de travail hebdomadaire, 4/18/2022: https://afriquejobs.com/2022/04/18/the-weekly-job-report-le-rapport-de-travail-hebdomadaire-04-18-2022/
All companies hiring (Entreprises qui emploi au Cameroun): https://www.afriquejobs.com/2020/07/emplois-jobs-au-cameroun-liste-des.html
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