Customer Support Officer

The Customer Support Officer will be responsible for providing timely technical and operational assistance to clients, troubleshooting software and system-related issues, supporting software implementation and configuration, and ensuring a high level of customer satisfaction. The role requires strong communication, analytical, and problem-solving skills along with a basic understanding of databases and networking.

Key Responsibilities

• Provide prompt technical and operational support to clients regarding software and system-related queries.
• Diagnose, troubleshoot, and resolve customer issues in coordination with relevant internal teams.
• Maintain accurate customer records, support tickets, issue logs, and service documentation.
• Assist with software implementation, system configuration, user onboarding, and client training.
• Conduct product/system demonstrations and guide clients on software features and best practices.
• Provide basic database management support and troubleshoot networking-related issues.
• Coordinate with development, implementation, and technical teams to ensure timely resolution of client issues.
• Monitor recurring technical issues and recommend appropriate solutions or process improvements.
• Follow up with clients to ensure issues are resolved satisfactorily.
• Maintain professional communication and build positive relationships with clients.
• Perform other support-related duties as assigned by the management.

• Bachelor's degree in BIT, BIM, Computer Science, Information Technology, or a related field from a recognized institution.

Required Skills & Competencies

• Strong communication and interpersonal skills.
• Good customer service and client-handling skills.
• Basic knowledge of Database Management Systems (DBMS) and computer networking.
• Proficiency in Microsoft Office applications.
• Strong analytical and problem-solving abilities.
• Ability to troubleshoot technical and software-related issues effectively.
• Ability to learn new technologies and software systems quickly.
• Ability to work independently as well as collaboratively in a team environment.
• Strong sense of responsibility, patience, and attention to detail.

Preferred Qualifications

• Prior experience in customer support, software support, database administration, or networking will be an added advantage.
• Basic knowledge of SQL and networking fundamentals is preferred.
• Experience working with software implementation, system configuration, or user training will be an advantage.

What We Offer

• Opportunity to work with innovative Core Banking and enterprise software solutions.
• Professional and collaborative working environment.
• Exposure to software implementation, client management, and technical support.
• Opportunities for learning and professional growth.
• Opportunity to work closely with experienced technical and implementation teams.

Only shortlisted candidates will be contacted for further selection processes.