SUPPORT ENGINEER

SUPPORT ENGINEER

Ref: DIFF.EMPLOI.010, 10/04/2023

About us

MBOA DIGITAL is made up of vibrant teams that are passionately
creating cutting-edge technology solutions for big businesses in
Europe and Oceania.

Our Service Desk offers Support and Optimization services to a
modern Digital Transport Infrastructure serving over 100 million
customers annually. A Modern Child Care Hospital that serves over
144000 persons annually, and a delivery company delivering over
78 million parcels, packages, and mail for businesses and
consumers annually.

We pride ourselves in our Agile system by which we collaborate
and prioritize our customers, thus delivering an exceptional
customer experience. We are building our ideal company: We are
all about offering quality services and being recognized for that.
For three years now we have been delivering great products for
top multinational firms in Europe and Oceania.

Role brief

We are looking for a Support Engineer that will be the liaison
between our company and its customers. The successful
candidate will be able to accept ownership for ensuring that our
customers get the highest quality support services, prompt
attention, and proactive solutions, all in keeping with the
reputation and quality standards we aspire for our company.
Effectively solving customer issues, complaints, and inquiries or
escalating them correctly; keeping customer satisfaction at the
core of every decision and behavior.

Responsibilities
e Manage inpound and outbound calls promptly

e |dentify customers’ needs, research every issue, and
provide solutions, workarounds and/or escalate.

e Keep records of incident reports, add documentation
for known problems in a comprehensible way in our
knowledge base.

e Take responsibility for self-training to improve
knowledge and performance level

e Meet personal/team qualitative and quantitative targets

Req uirements
e Previous experience in an IT technical support role is an
advantage

e Cloud engineer skills (at least foundation) is required.
Azure is an advantage

e People skills, emotional intelligence, leadership,

e Track record of over-achieving quota

e Strong phone and verbal communication skills along
with active listening

e Customer focus and adaptability to different personality
types

e Ability to multitask, set priorities and manage time
effectively.

e General IT competence and ITILA qualification is an
added advantage for this role

The ideal candidate is expected to be a “Get It done” person, and is
willing to go the go over and beyond to satisfy the customer; even
at odd hours. We value being at the top of tech: the right
candidate will have to demonstrate aptitude for self-training.

This is a one-year contract, renewable into a permanent contract.
The salary is negotiable based on profile and experience: we
intend to value your skills.

The ideal candidate is expected to be a “Get It done” person, and is
willing to go the go over and beyond to satisfy the customer; even
at odd hours. We value being at the top of tech: the right
candidate will have to demonstrate aptitude for self-training.

This is a one-year contract, renewable into a permanent contract.
The salary is negotiable based on profile and experience: we
intend to value your skills.

Things you might like:

— Latest MacBook Pro M1 workstations
— 27″ Samsung curved screens

— Full coverage health insurance

— Unlimited Udemy accounts for all staff
— Nice kitchen, coffee and tea offered

— Great place to work, which we are building at our image

Are you interested? Please send your updated resume with the
subject Application for the On-Call Support Engineer @

MBOA DIGITAL to careers@mboadigital.tech before the 215t of
April 2023. This position is based in Yaoundé, Bastos.