Experience

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  Endeavour africa limited

  Jul 2021 - Feb 2023

  Software support engineer

  • Implementing ERP software for multiple organizations.• Managing SQL Databases and making database backups.• Relocation and or Restoration of SQL databases.• Configuration and maintenance of biometric devices.• Remote/ On-site Support

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  Assent

  Mar 2023 - now

  Product technical support specialist tier 1

  • Engage with clients and suppliers in a professional manner to provide first-responder support, continually updating tickets with new information throughout the support process.• Develop expertise in Assent applications to effectively troubleshoot and resolve user issues.• Utilize logging tools to identify and provide necessary information for investigations into product issues.• Reproduce and clearly define identified product issues raised by clients and suppliers.• Liaise with suppliers and clients via chat to gather information on bugs and assist with portal requests.• Manage product support queue, ensuring timely updates on tickets with relevant information.• Answer, screen, and forward incoming phone calls while providing basic information to ensure optimum client experience and satisfaction.• Adhere to set key performance measurements defined by the Product Technical Support management team.• Utilize Assent's proprietary software to search, track, and enter information for clients.• Available and willing to work various shifts including evenings and weekends.• Ensure compliance with corporate security policies and follow the guidance set out by Assent's processes and procedures. Show less