IT & Operations Support at MKOBO Microfinance Bank

THE ROLE

• As the IT & Operations Support, you are the first contact for both external and internal customers.
• You are saddled with the responsibility of ensuring that our customers receive prompt and professional support experiences anytime they contact Mkobo.
• This will include taking ownership of issues and liaising with other teams to troubleshoot and help resolve them.
• You will also have the additional responsibility of supporting the team with their IT issues.

RESPONSIBILITIES

Customer Support:

• Provide seamless customer experience to our customers
• Engage and build customer loyalty by going the extra mile to ensure our customers achieve their goals with our products.
• Respond to customers’ requests via email, phone, and other digital channels
• Interface with internal stakeholders to ensure effective resolution process for customers/stakeholders
• Maintain knowledge of all our products, services, and customer service policies
• Ensure all customer interactions are documented on the helpdesk management tool
• Explain simply and clearly in response to customer questions and ensure it understood by the Customer
• Recommend new services/solutions and/or make suggestions for improvements by identifying relevant features and benefits
• Provide support and training to new customers during the onboarding process
• Interface with other teams in order to help resolve customer issues in a timely manner
• Escalate issues that cannot be resolved on first call resolution(FCR) to the backend and follow up on a resolution.

IT Support:

• Ensure all IT assets are accounted for and in good working order at all times
• Log and monitor service requests from both internal and external Customers until resolved
• Provide IT support to internal staff to include hardware, software, and application support
• Maintain and ensure up to date disaster recovery plan
• Liaise with 3rd party IT vendors for the support and maintenance of systems.
• Installing and configuring computer hardware, software, systems, networks, printers, and scanners and monitoring and maintaining computer systems and networks
• Onboarding and off-boarding Employees as requested and ensuring new staff has access to the right applications for their job.

Qualifications

• Minimum of a Bachelor’s degree ideally in a technical discipline (Computer Science or Engineering)
• Certifications in Microsoft products or other technical certification will be beneficial
• Minimum of 3 years experience in a similar role
• Previous IT Support and customer service experience is a plus
• Good command of written and verbal English
• Familiarity with any (CRM) system
• Ability to understand and explain complex concepts in a clear, simple manner to customers
• Excellent organisational and multitasking skills
• Ability to maintain a calm and polite manner in stressful situations
• Passion for delivering amazing customer experience
• Good time management skills and ability to work under pressure