Operations

Tech Support Analyst

Lagos   |   Contract

Helium Health is a full-service healthtech company that provides a suite of solutions for healthcare providers, payers, patients and partners in emerging markets. We offer a hospital management suite, automated lending and data-driven public health solutions for healthcare stakeholders in Africa and the Middle East.

We are looking to hire a Tech Support Analyst who will be responsible for diagnosing and troubleshooting technical issues to ensure prompt issue resolution. 

Includes the opportunity to work remotely.


Responsibilities: 

  • Provide Tier 2 and above support on incident responses and resolutions. Offer frontline email and chat queries and support for customers. Providing prompt and accurate feedback to customers 
  • Research, troubleshoot, diagnose and identify solutions to resolve system issues. 
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. 
  • Record product issues and documenting feature requests. Log the queries of customers and progress on requests in alignment with the CRM software; track issues through to resolution, within agreed time limits 
  • Refer to designed guidelines, framework and instructions, in order to set up a system or fix a fault. 
  • Engage customers targeted questions to quickly understand the root of the problem. 
  • Walk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue 
  • Properly escalate unresolved issues to Tech Support Team Lead. 
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting 
  • Prepare accurate and timely reports as assigned. 

Requirement:

  • Minimum 2 - 5 years’ broad experience in providing tech support to customers 
  • Ability to work with documented processes and checklists to deliver a consistently high level of support experience 
  • Strong accountability and collaborative skills with a high degree of ethical standards and integrity 
  • Good communication skills and active listening skills 
  • Ability to identify critical issues quickly and accurately 
  • Focused and self-motivated approach to work 
  • Ability to provide technical support for SaaS and on-premise based products via email, chat, phone and on-site visits. 
  • Digitally savvy and proficient in the use of Microsoft Office and work productivity tools 
  • First Degree in Computer / Information Technology, Software Engineering or any other related field. The equivalent of the same in working experience is also acceptable.

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