Application Support Officer at Zanibal Solutions Nigeria Ltd

About the Role

We invite applications from suitably qualified candidates for the position of Application Support Officer. In this role, you will be responsible for delivering comprehensive technical support, managing customer issues, and collaborating with development teams to ensure optimal application performance and user satisfaction.

Key Responsibilities

• Manage and prioritize incoming support tickets, ensuring timely resolution and escalation of critical issues according to established service level agreements (SLAs)
• Investigate reported issues by analyzing log files, system configurations, and other relevant data to identify root causes and implement appropriate solutions
• Capture details of each support request in the ticketing system with accuracy and completeness
• Create and maintain detailed documentation of support procedures, issue resolutions, and frequently asked questions (FAQs) for both internal and external use
• Provide training to customers as required
• Collaborate with the development team to perform software testing, including functional testing and regression testing, to ensure application stability and reliability
• Test new versions of software and ensure that existing software is up-to-date
• Identify opportunities for process improvement, automation, and efficiency enhancement within the support function
• Actively contribute to the implementation of improvement initiatives
• Engage in knowledge management by creating and maintaining documentation of company functionalities for internal staff and clients
• Take ownership of software issues and work with the Development team to resolve advanced technical issues when necessary

Required Qualifications

• Bachelor's Degree with at least second class upper in Computer Science, Banking & Finance, Accounting, or related field
• Completion of the NYSC program
• Basic knowledge of the Capital Market
• Essential experience in using software applications
• Self-starter with quick learning ability

Preferred Qualifications

• Accounting knowledge
• Customer service experience