Nous sommes une entreprise spécialisée dans le domaine de la Gestion des Ressources Humaines (GRH). Nous offrons des solutions optimisées dans le recrutement, la mise à disposition de personnel (local et expatrié), le Conseil RH, la Formation, ainsi que l'externalisation de la paie (payroll). Nous opérons sur toute l'étendue de l'Afrique Centrale. La Sodeico Manpower est également membre d'un Consortium International qui fournit de l'expertise technique et de la gestion de projets intégrés financés par des bailleurs de fonds, tels que l'Union Européenne (UE), la Banque Mondiale (WB) et la Banque Africaine de Développement (BAD). La SODEICO Manpower est votre partenaire de performance. Nous vous accompagnons avec un service de qualité, ce qui vous permet désormais de vous focaliser sur votre cœur de métier, pour une meilleure productivité.

Context :

Sodeico is a specialized recruitment and placement company. Currently, we are seeking 02 qualified IT Customer Support for one of our clients in Fleet Management Solutions.

As an IT Customer Support, you will be responsible for managing the client's IT infrastructure. You will work closely with internal teams to ensure Technical support such as resolving issues, configuring operating systems and using remote desktop connections to provide immediate support.

Tasks and Responsibilities :

Customer support :

• Should have strong knowledge in using ticketing system platform. Responding to customer queries in a timely and accurate way, via phone, email or chat
• Identifying customer needs and helping customers use specific features
• Following up with customers and technicians to ensure full resolution of issues
• Creating & Updating self-help documents so customers/technicians can try to fix problems themselves
• Collecting, verifying & recording technicians Job Cards, Data entry work for old, new clients or as assigned by Manager
• Daily, weekly & monthly reports as per client & management requirement as assigned
• Onsite technical work including co-ordinating during internal team and clients
• Marketing & Demonstrating solutions to attract new clients
• Managing communications between key clients and internal teams
• Serve key customers by providing product and service information and resolving queries within timelines
• Plan, schedule & conduct software training for new and old Key clients & internal team, also maintain training calendar
• Handling stock items inward/outward.

Core competencies :

• Has prior experience in customer service
• Proficient in MS Office
• Knowledgeable in operating help desk software
• Excellent written and verbal communication skills
• Has a positive and professional work attitude
• Training and management skills
• Strong Reporting skills
• Proficient in French, Lingala and English will be added advantage
• Strong analytics and critical skills.

Additional skills :

• Ability to work independently & proactively solve technical problems
• Excellent communication skills to interact effectively with end users
• Understand their needs & provide appropriate solutions
• Ability to manage multiple tasks simultaneously while meeting deadlines.

Qualification and experience :

• 4 years of general IT experience
• 2 years of specific experience in customer support
• Bachelor's degree in IT, Computer Science, Software Engineering, or a related field is preferred
• Previous experience in the telecom or call center industry is desirable
• Excellent command of French (written and spoken)
• Very good command of English (written and spoken)
• Proficiency in Microsoft Office
• Advanced knowledge of reporting tools
• Mastery of ticket assistance management systems.