Application Support Officer at Concept Nova

Concept Nova is a subsidiary of the Concept Group and is Africa's fastest growing technology solutions company, specialising in Business Intelligence, Asset Management and Remote Monitoring solutions. Concept Nova delivers technology-driven solutions that increases transparency, efficiency, cost savings and revenue generation. Serving over 200 clients across diverse industries, we are changing the face of technology development by delivering premium services at competitive prices.

We are recruiting to fill the position below:

Job Title: Application Support Officer

Location: Lagos
Employment Type: Full-time

Job Summary

• The Application Support Officer for the Wealth Management App is responsible for providing high-quality technical support and ensuring the seamless operation of the company's wealth management application.
• This role involves troubleshooting technical issues, maintaining system performance, and collaborating with various teams to enhance user experience.
• The ideal candidate will be a proactive problem-solver with a technical background and excellent communication skills.

Duties and Responsibilities
Technical Support:

• Provide timely and effective technical support to users of the wealth management application
• Troubleshoot and resolve application issues, including connectivity, performance, and data integrity problems.
• Trouble shoot and resolve UI/UX and technical issues in a timely and efficient manner

System Maintenance:

• Monitor application performance and system health, ensuring optimal operation.
• Perform routine maintenance tasks, including backups, updates, and patch installations.
• Collaborate with IT and development teams to implement system enhancements and upgrades.

User Training and Support:

• Conduct user training sessions to enhance understanding and effective use of the application.
• Develop and maintain user guides, FAQs, and support documentation.
• Respond to user inquiries and guide on application functionalities.

Incident Management and feedback functions:

• Manage and track support tickets, ensuring all incidents are logged, prioritized, and resolved promptly.
• Respond to customers' inquiries and issues via phone, email and chat
• Generate, analyze present customers feedback and issue trend reports and performance metrics to management.

Collaboration and Communication:

• Work closely with the development team to test new features and updates before deployment. Collaborate with the software team to identify and fix app bugs and errors Liaise with internal departments such as Accounts, Products, Sales, and Compliance to address application-relatedissues.

Required Experience and Skills

• Minimum of 1 year experience in Technical Support, SQL and Database Management (MySQL, Oracle, SQL Server) and Monitoring and Support tools (Jira, ServiceNow, Splunk, or AppDynamics.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should send their Applications / Resume to: careers@conceptgroup-ng.comusing the Job Title as the subject of the mail.