Job Description

Client Support & Communication

• Respond promptly to client enquiries via phone, email, and ticketing system
• Handle frustrated or urgent clients calmly and professionally
• Acknowledge issues clearly, set expectations, and provide regular updates
• Take full ownership of assigned tickets until resolution

Troubleshooting & Issue Resolution

Perform first-level troubleshooting by:

• Reviewing documentation
• Checking logs and system behaviour
• Referring to past cases and known issues
• Escalate issues only after sufficient investigation, with clear findings and context

Support SMS-related systems:

• Monitor SMS servers
• Investigate and resolve SMS delivery or system issues
• Perform basic system and application checks

Ticket & SLA Management

• Manage multiple tickets simultaneously
• Prioritise issues based on urgency, impact, and SLA requirements
• Ensure accurate and complete documentation for every case
• Follow up proactively to ensure issues are closed properly

Testing & Deployment Support

• Assist in client-side testing and deployment of new releases
• Participate in System Testing (ST) and User Acceptance Testing (UAT) when required
• Report defects clearly with steps, evidence, and expected behaviour 

Knowledge & Process Improvement

• Document solutions and recurring issues to improve team efficiency
• Suggest improvements that reduce repeated support issues
• Continuously learn product behaviour and common failure patterns 

Team & Work Commitment

• Work fully office-based

Be prepared for:

• Occasional late hours
• Weekend standby (rotational)
• Support team members when required, including coverage during leave

Job Requirements

• College or University degree in Computer Science or a related discipline
• Comfortable communicating with clients verbally (phone calls included)
• Willingness to figure things out independently using documentation
• Able to stay calm under pressure and handle complaints professionally
• Strong sense of ownership — you don’t abandon tickets
• Able to multitask and prioritise under SLA pressure
• Resilient mindset — you don’t shut down when things get stressful
• Basic understanding of:
  - Databases (MySQL, simple queries / joins)
  - Web systems or client-server concepts
• Exposure to any programming language (PHP, C#, etc.) is sufficient
•  Exposure to Microsoft.NET development using C#
•  Knowledge of client/server application development, DB, MS Office products etc 
•  Problem-solving skills 

Skills