Position: SENIOR TECHNICAL SUPPORT OFFICER.

Deadline: 30 Nov 2024.
Date posted: 31 Oct 2024.

Location:Dar es Salaam.

Description:

Job Summary

On behalf of our esteemed client, we are looking for the Senior Technical Support Officer who will be the subject matter expert for video surveillance. He/ She will have the responsibility to work closely with the company dealers and field technicians for problem-solving, product training, sales support, and field support. The ideal candidate should be highly experienced in providing excellent customer service and problem escalation/resolution.

Duties & Responsibilities

  • Provide technical support and resolutions on Hardware and Software related issues
  • Managing open support cases within the organization and finding a solution or workaround to maintain customer satisfaction.
  • Capture and document all aspects of customer interaction into the CRM database.
  • Understand and consolidate customer demand for products. Working closely with high support lines: R&D team, Expert Service and Delivery team, and Product Team.
  • Cooperate with the sales team to analyze the practical needs of customers, produce a complete project plan, and also seek possible solutions.
  • Develop knowledge base content for the technical team and customers.
  • Perform product inspection, test, and troubleshoot returned products

Required Education & Experiences

  • Bachelor's degree in electrical, electronic engineering or computer science.
  • 4 years' work experience.
  • Experience in Security / Video Surveillance industry or related industry is required.
  • Proficient in Microsoft Office and ticketing systems.
  • Knowledge of wired and wireless networking including access points, managed switches, and enterprise-grade routers.
  • Must be self-motivated with a strong sense of urgency.
  • Detail orientated with a focus on customers.

Competencies

  • Experience in the installation of CCTV Network cameras, HDCVI Cameras, Network recorders, HDCVI recorders, Video doors, Access control, and integrated alarm systems.
  • Organizational Support-Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
  • Oral Communication--Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Response well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  • Ethics--Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethics; Upholds organizational values.
  • Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
  • Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.




Fill The Form to Apply
Upload your CV {Note:Should be 2mb or less and .pdf, .doc, .docx and .rtf formats}.
Incase you find any difficulties during your CV uploading, please send us your application direct to "cv@kprecruiters.co.tz" with your email subject “Application for Senior Technical Support Officer position”.
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