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Latest Employment Opportunity at FIDO
ROLE: Technical Support Engineer (Tier II)
There are 2 billion adults globally without a bank account. That’s nearly 40% of the world’s adult population. 350 million people dwell in Sub-Saharan Africa. They are hardworking, youthful, and connected folks who do not have access to standard financial services. Fido is changing that. We are empowering individuals and businesses to seize opportunities in Africa.
Fido’s latest innovation, Fido Score, will return power to the people by enabling individuals to create and maintain a digital financial track record.
We create consumer products using a powerful combination of real-time mission-critical machine learning models, behavioral psychology, and financial engineering. We encourage meritocracy, move quickly, commit, and value data.
Are you ready for your next job move?
- Are you sharp, motivated, and purpose-driven? We’re looking for you.
- Join us in our mission to make financial services available throughout Africa.
What would you do
- Customer Technical Support: Collaborate with customer success call center workers to offer expert advice and solutions to customer-reported difficulties. Act as an escalation point for more complicated troubleshooting, assisting in the identification and resolution of technical issues.
- Issue examination and resolution: Take responsibility of customer concerns escalated by customer success agents and perform a thorough examination using a variety of techniques and resources. Use your skills to analyze logs and databases in the AWS environment to find fundamental causes and provide solutions.
- Collaboration and Communication: Serve as a liaison between the customer success team and the product/development teams, ensuring good communication and collaboration in order to handle technical issues quickly and effectively.
- Documentation and Knowledge Sharing: Ensure that all reported issues and resolutions are accurately documented in the ticketing system, and actively contribute to the knowledge base to help establish a strong repository of solutions for future reference.
- Continuous Improvement: Collaborate with the product and development teams to improve the product based on user input and trends identified in support issues.
Who are you
- Experience: 2-4 years in technical assistance, ideally in a B2C finance setting.
- Technical Proficiency: Proven ability to read and understand logs and databases, ideally within an AWS environment. Basic familiarity with SQL and scripting languages is advantageous.
- Problem-solving Skills: Strong analytical and problem-solving abilities, as well as the capacity to work on difficult situations and swiftly resolve them
- Communication Skills: Excellent communication skills, including the ability to present technical knowledge clearly and understandably to non-technical stakeholders.
- Qualifications: A bachelor’s degree in computer science, information technology, or a related discipline.
How to Apply for this Latest Employment Opportunity at FIDO
Closing Date: January 28, 2024
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