Overview

SkyTOP Technologies LTD is a company incorporated and registered in Kenya in 2006. Our core business is the development of software solutions for; the building & construction industry, the manufacturing industry, and the education sector. Our solutions enhance the adoption and use of computer aided design (CAD) and building information modelling (BIM), software programs, by professionals in this sectors; (architecture, engineering, design, survey), also students and trainers in education and training institutions (High schools, TVETS and Universities).
One of our premier products is SkyTOP DemosCAD- A software program that seeks to let design professionals and learners in education institutions around the world become passionate and proficient in Autodesk AutoCAD- the most widely used CAD SOFTWARE program in the world. Through SkyTOP DemosCAD, we expect to generate millions of dollars by providing innovative solutions that address the skills gap that exist within AutoCAD users around the world.
In order to tap on these opportunities, we are currently undertaking a restructuring and comprehensive expansion program.
Summary/Objective
SkyTOP Technologies Ltd is looking for a talented Customer Support Specialist to join our Customer support Team.
Reporting to the Service Delivery Manager- Customer Support, the position holder will perform daily 1st Level technical support for our customers and resolution of 1st Line escalations, in order to achieve customer experience and expectations for SkyTOP Technologies. The individual will be tasked with fulfilling service requests within defined SLA’s and enhance timely service delivery.
Responsibilities



Deal with support and customers issues raised on live chat /email /phone & social media.
Timely resolution of customer complaints
Document support interactions in our Incident Management System
Troubleshoot, resolve incidents, analyse trends and report on support performance
Continuously review and recommend customer solutions
Provide input from resolved incidents to the Knowledge Base
Liaise with level 2 and 3 technical support engineers to effectively diagnose, troubleshoot, and fix complex customer issues.
Deal with escalations and progressively update on resolution activities
Troubleshoot with Software Development to resolve and proactively capture customer issues.
Customer Database Update and Management
Perform customer field/site visits to ensure and sustain quality delivery of service.
Perform root cause analysis on all incidents and problems to avoid recurrence and issuance of incident reports on the same.
Proactive communication of service outages or software updates and progressively updating customers during faulting.
Continuously review and improve on the existing processes to improve on best practices and ensure adherence.
Ensure customer technical solutions are well documented

Key Attributes

Evidence of well-developed problem solving and Customer Service Skills
Strong verbal, written, organization and communication skills; must clearly communicate Systems related technical issues with customer /clients and management
Strong organizational and time management skills with the ability to meet tight deadlines.
Ability to work under pressure

Preferred Qualifications

BSc Information Technology, BSc Computer Science, BBIT, or related technical field.
Experience in using Autodesk AutoCAD software will be an added advantage
ITIL, ITSM will have added advantage.
At least 2 years’ experience in Technical Support and preferably from a software provider or equivalent.
Proven customer service/support skills with internal and external customers
Strong technical analysis, troubleshooting, and problem resolution skills, including research of customer issues, issue re-creation, log file analysis and excellent reporting skills
Involvement in implementing and supporting customer-based products and solutions. More Information

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