Customer Support
- Deliver support services in accordance with established Service Level Agreements (SLAs) and Performance Level Agreements (PLAs).
- Troubleshoot and resolve issues related to software functionality, user access, and system configuration.
- Escalate complex incidents to development or technical teams and monitor progress through resolution.
- Document issues, root causes, and solutions in the support ticketing system.
- Educate clients on product features, updates, and best practices through documentation, webinars, and virtual meetings.
Software Integration
- Gather and analyze client integration requirements.
- Install, configure, and integrate software solutions with client systems and third-party platforms.
- Collaborate with development teams to design, test, and validate new integrations.
- Create and maintain business and technical documentation for deployment and integration processes.
- Provide post-implementation support and optimize system performance.
Cross-Functional Collaboration
- Serve as the technical liaison between clients, internal teams, and external vendors.
- Support the sales team by providing technical input during pre-sales discussions.
- Share customer feedback with product and engineering teams to guide future enhancements.
- Maintain and manage software configuration across integrated environments.
- Contribute to project analysis and delivery activities when needed.
Continuous Improvement
- Identify opportunities to streamline support processes and improve customer satisfaction.
- Stay current with emerging technologies, integration methods, and support best practices.
- Participate in ongoing training to strengthen product and technical knowledge.
Education
- Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
- Master’s degree is a plus.
- Strong written and spoken English communication skills.
Experience
- 3 to 5 years of experience in technical support, software integration, or service management.
- Experience in enterprise software environments; exposure to financial or wealth management systems is highly desirable.
- Proven ability to improve support processes and enhance client satisfaction.
Technical Skills
- Strong hands-on experience with Oracle Database, including SQL and PL/SQL.
- Experience with CI/CD pipelines.
- Familiarity with cloud platforms such as Amazon Web Services (AWS) and Microsoft Azure.
- Understanding of microservices architecture.
- Experience with software testing tools, including unit and system-level testing.
- Solid knowledge of software design, development, debugging, and deployment methodologies.
- Experience with Apache Subversion (SVN) and other version control systems.
Professional Skills
- Strong analytical and problem-solving capabilities.
- Excellent client-facing, communication, and relationship management skills.
- Ability to manage expectations and resolve conflicts effectively.
- High attention to detail and ability to perform under pressure.
- Fast learner with a proactive and flexible mindset.
- Willingness to work outside regular business hours when necessary to resolve critical issues.
- Willingness to travel internationally on occasion.
Preferred Qualifications
- Knowledge of wealth management and financial services processes.
- Experience with enterprise product suites and business-oriented software solutions.
- Strong customer-first mindset with a commitment to delivering exceptional service.
WHY YOU’LL LOVE US
- All employees benefits for free (our famous games room, daily breakfast, fruits, coffee and other hot drinks, soft drinks and juices, company days out and parties…)
- Social insurance
- Open-door management policy
- Full Medical insurance
- Accommodation and Transportation Allowance
- Friendly environment that values innovation and efficiency
- Exciting opportunities for career growth and talent development
- Feedback encouragement
- Recognition and reward programs
- Competitive salaries and incentives
- Friendly environment
- Flexible and Comfortable schedule
- Fun committees
- Monetary rewards
- Fun, smart and creative people
- Career possibilities with growing team
- Paid vacations
- Social benefits
For more information about Nile Bits, please visit our website:
https://www.nilebits.com
