Existing Career Opportunity at FIDO

Existing Career Opportunity at FIDO

ROLE: Technical Support Engineer (Tier II) 

Worldwide, there are 2 billion adults who do not have a bank account. That equates to over 40% of the world’s adult population. Sub-Saharan Africa is home to 350 million of them. They are diligent, young, connected folks who do not have access to traditional banks. Fido is changing all of that. We are empowering individuals and businesses to seize opportunities in Africa.

Fido Score, Fido’s latest innovation, will return power to the people by enabling individuals to create and maintain a digital financial track record.

We use a potent combination of real-time mission-critical machine-learning models, behavioral psychology, and financial engineering to create consumer products. We value meritocracy, move quickly, commit, and revere data.

What are your plans?

• Customer Technical Support: Collaborate with customer success call center representatives to provide expert advice and solutions for issues reported by customers.
• Act as a point of contact for more complex troubleshooting, assisting in the identification and resolution of technical issues.
• Take ownership of client concerns escalated by customer success agents and conduct a full analysis using various techniques and resources. Use your knowledge to read AWS logs and datasets to discover root causes and provide solutions.
• Collaboration and communication: Serve as a bridge between the customer success team and the product/development teams, promoting efficient communication and collaboration to quickly and effectively resolve technical issues.
• Documentation and Knowledge Sharing: In the ticketing system, accurately document all reported issues and resolutions and actively contribute to the knowledge base to help establish a comprehensive library of solutions for future reference.
• Continuous Improvement: Work collaboratively with the product and development teams to improve the product based on customer input and trends identified in support issues handled.

Who are you?

• Experience: 2-4 years of technical support experience, preferably in a B2C finance context.
• Technical Ability: Proven ability to read and understand logs and databases, ideally in an AWS environment. A basic understanding of SQL and scripting languages is advantageous.
• Excellent analytical and problem-solving abilities, with the capacity to work on difficult situations and swiftly discover resolutions.
• Communication abilities: exceptional communication abilities, including the ability to present technical material to non-technical stakeholders in a clear and intelligible manner.
• Bachelor’s degree in Computer Science, Information Technology, or a related discipline is required.

How to Apply for this Existing Career Opportunity at FIDO

Click Here to Apply Online

Closing Date: 30th December 2023

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