IT & Operations Support Officer at Mkobo Microfinance Bank

Mkobo is currently pivoting to a full-service digital bank/Neobank by launching mkobobank.com. Our goal is to help hard-working people to grow their wealth by making it easy for them to earn, save, spend and invest their hard-earned money. We are currently recruiting dynamic, creative, flexible and experienced team members with a passion for everything technology and a commitment to add their quota to the success of our vision.

We are recruiting to fill the position below:

Job Title: IT & Operations Support Officer

Location: Lagos
Employment Type: Full-time

The Role

As the IT & Operations Support, you are the first contact for both external and internal customers
You are saddled with the responsibility of ensuring that our customers receive prompt and professional support experiences anytime they contact Mkobo
This will include taking ownership of issues and liaising with other teams to troubleshoot and help resolve them
You will also have the additional responsibility of supporting the team with their IT issues.

Responsibilities
Customer Support:

Provide seamless customer experience to our customers
Engage and build customer loyalty by going the extra mile to ensure our customers achieve their goals with our products.
Respond to customers’ requests via email, phone, and other digital channels
Interface with internal stakeholders to ensure an effective resolution process for customers/stakeholders
Maintain knowledge of all our products, services, and customer service policies
Ensure all customer interactions are documented on the helpdesk management tool
Explain simply and clearly in response to customer questions and ensure it understood by the Customer
Recommend new services/solutions and/or make suggestions for improvements by identifying relevant features and benefits
Provide support and training to new customers during the onboarding process
Interface with other teams in order to help resolve customer issues in a timely manner
Escalate issues that cannot be resolved on first call resolution(FCR) to the backend and follow up on a resolution.

IT Support:

Ensure all IT assets are accounted for and in good working order at all times
Log and monitor service requests from both internal and external Customers until resolved
Provide IT support to internal staff to include hardware, software, and application support
Maintain and ensure up-to-date disaster recovery plan
Liaise with 3rd party IT vendors for the support and maintenance of systems.
Installing and configuring computer hardware, software, systems, networks, printers, and scanners and monitoring and maintaining computer systems and networks
Onboarding and off-boarding Employees as requested and ensuring new staff has access to the right applications for their job.

Requirements