Technical Support Analyst

Company Description

Copia gives all consumers access to high- quality goods and services, regardless of their income level, access to technology or location.  By harnessing mobile technologies, a network of last-mile Agents and proprietary logistics technology, Copia serves a high growth market that formal retail and e-commerce cannot penetrate.

Customers place orders online or offline – using www.copia.co.ke, USSD or our network of over 50,000+ digitally connected last-mile Agents located across 37 counties.   Our internally managed, technology-enabled warehousing and logistics operation delivers the order to the Agent in 2-4 days.  

Working with Copia will give you an opportunity to:

• Have IMPACT by bringing accessibility to affordable goods and services to traditionally underserved customers and locations
• Quickly GROW your professional skillset by being part of a fast-paced, high growth and innovative organization.     
• THRIVE in a fun and entrepreneurial culture that values input and action from all.

Job Description

Reporting to the IT Support Lead this role contributes to offering exceptional technical support to end-users and provide guidance and training to users on product functionality and best practices.

End-user Support:

• Offer exceptional technical support to end-users, assisting with troubleshooting and issue resolution.
• Provide guidance and training to users on product functionality and best practices.

ERP Support:

• Support and troubleshoot the company's Enterprise Resource Planning (ERP) system, ensuring smooth operation and user satisfaction.
• Collaborate with internal stakeholders to identify and resolve ERP-related issues.

Technical Support:

• Respond promptly to customer inquiries and support requests, delivering effective resolutions and ensuring customer satisfaction.

System Administration:

• Assist in the administration and maintenance of the company's IT infrastructure, including servers, networks, and computer systems.
• Help with software and hardware installations, configurations, updates, and patches.
• Assist in monitoring system performance and ensuring optimal security, availability, and performance.

Continuous Improvement:

• Stay updated with industry trends, technologies, and best practices to contribute to the continuous improvement of support processes and systems.

Proactively suggest improvements and assist in implementing enhancements to increase efficiency and customer satisfaction.

Qualifications

• Bachelor’s degree in computer science, Information Technology, or a related field is preferred.
• Minimum of 1 year of experience in a technical support role with system administration responsibilities.
• Solid understanding of IT systems, networks, and ERP systems.
• Proficient troubleshooting skills and the ability to analyse and resolve technical issues effectively.
• Strong customer service mindset with excellent communication and interpersonal skills.
• Basic knowledge of system administration tasks, such as software installations and configurations.
• Familiarity with IT security principles and best practices.
• Strong attention to detail and problem-solving skills.
• Ability to thrive in a fast-paced and dynamic environment.
• Negotiation Skills and attention to detail

Additional Information

You are also:

• Customer-centric – You put the customer first in everything you do. You are obsessed with fostering a positive customer experience.
• Prompt and decisive - You have a sense of urgency. You act promptly and with intention to make things happen efficiently and effectively. You do what needs to be done immediately, without being asked and in the most thorough way possible to achieve results.
• A team player – You proactively contribute to the team with the aim of adding value. You make positive contributions to team discussions that help the team move forward in achieving their goal
• Result oriented - You deliver results boldly. You recognize what results are important and you take the necessary steps to achieve them.
• Positive and fun – You learn from everything you do. You also give and take constructive feedback.