Job Title: Tech Support Engineer
Organisation: Beyonic
Duty Station: Kampala, Uganda
About US:
Who We Are Founded in Uganda in 2013 to help organizations
transition from cash to digital payments, Beyonic is a fintech startup with a
passion for improving digital financial infrastructure, services, and access
for enterprises operating in emerging market economies. We connect enterprise
customers to millions of base-of-the-pyramid consumers on 25 mobile networks
and >20 banks in 9 countries, and growing. We are looking for a software
engineer to join our technical support team.
Key Duties and Responsibilities:
Providing technical support to
internal teams
·
Proactively test and monitor system performance
·
Software testing, deployment and support
·
Systems and database administration,
troubleshooting and maintenance
·
Ensure customer satisfaction and provide
professional technical customer support
·
Tag, track, analyse, and resolve L2-L3 queries
through Intercom
·
Communicate and coordinate closely with L1-L2
support colleagues and other internal and technical teams as necessary
·
Work with the customer support team members and
other Beyonic team members to resolve customer queries as quickly and
efficiently as possible.
·
Document and track technical customer support
issues and suggest and implement long term solutions to key tech support issues
Providing technical support to external customers
·
Communicate and respond promptly to L2-L3
customer inquiries through various channels -Mobile Phone, Email, Skype,
WhatsApp and Intercom
·
Acknowledge and resolve customer complaints
·
Set up customer accounts, including set up
sub-organizations, create users, add rules, add wallets and do deactivations
·
Liaise with third-party partners e.g. the
Telecoms, banks, and other stakeholders, to investigate and resolve relevant
arising technical queries
Other responsibilities:
·
Other tasks as reasonably assigned
Qualifications, Skills and Experience:
·
The applicant must hold a Bachelors (BSc) in
Electrical, Telecommunications and/or Software Engineering or equivalent work
experience
·
Two years of experience as an advanced
programmer or equivalent experience in required technologies
·
Fintech, tech, finance, banking, customer and
technical support, start-up/entrepreneurial experience all significant
advantages
Programming languages, databases & frameworks
·
Strong, demonstrable experience in Python and
Django
·
Working knowledge of Java, C#/.Net and PHP are a
plus
·
Experience with highly-available distributed
systems
·
Experience with MySQL
·
Knowledge of Celery, RabbitMQ, Git and Mercurial
are a plus
·
Knowledge of TDD and Agile software development
are a plus
Software development methodology & tools:
·
Understanding of Test Driven Development and
agile software development methodology and tools
·
Familiarity with distributed version control
systems and continuous integration tools
·
Familiarity with Google cloud compute engine is
a plus
Operating systems:
·
Linux/Unix administration, programming,
deployment
·
Working knowledge of programming on Windows
·
Mobile: Android and IOS software development
skills are a plus
·
Recruitment Criteria We are looking for
candidates who are passionate, solutions-focused, outputs-driven, organized,
and self-motivated
·
Strong English language communication skills
(written and verbal);
·
Organized, proactive, flexible, and hands-on
approach to your work;
·
Skilled at solving problems and finding solutions
under pressure.
How to Apply:
All candidates should submit their updated CVs, three
verifiable references, and a letter of interest to[email protected] and copy [email protected]
In your letter, please addresses some or all of the below:
·
What motivates you and how you, in turn, prefer
to work with others
·
Why you want to work with Beyonic
·
What specifically would you bring to Beyonic’s
global technical support team
Deadline: 10th
March 2020
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