Customer Success Engineer - Nairobi, Kenya - ABNO Softwares International

Description

We are known for providing unique custom software solutions you cannot find easily on the market.

ABNO Softwares International is firm based in Kenya; one stop shop for all custom software solutions, web design and ICT consultancy.

We provide state-of-the-art solutions for institutions, organizations and corporations with exemplary support services.
Summary

Customer Experience is the core of what we do, and this role will demonstrate a best-in-class customer experience with all ABNO's products.

We are looking for an Implementation & Support Engineer who will provide onsite and remote engineering support of ABNO's products.

The Support & Implementation Engineer will be responsible for the full life cycle of incidents and problems to enhance the customer experience with ABNO's products.

The role will require close working with all teams in all levels of technical support and engineering.

Job Responsibilities

Serve as level-two support engineer on production services implemented at customer sites as well as centrally maintained services.

Implement and maintain system monitoring tools deployed at the customer's premises and coordinate with the service desk personnel to ensure smooth service uptime.

Prepare and present service reports with insights and service improvement plan implementation.
Take the lead on service improvement deliverables as far as the customer is concerned.
Responsible for requirements gathering and documentation during project discovery in the delivery process.

Translate gathered requirements into technical design documents that will include Product definition document, High-level design document and Low-level design document.

Prepare technical proposal documentation for projects.

Assist with sales calls where there is a technical aspect of the project that needs to be explained to the customers.

Maintain customer relationships by building technical relationships with the customers' Engineering and Business Management teams.
Assist in reporting requirements when they arise with the customer.
Building and engineering support tools to enhance ABNO's products. and services.

Qualifications
Essential Requirements

A degree in Bachelor of Commerce/Accounting related degree is preferred.
CPA ongoing or Finalists
You have at least 2-4 years of experience in application Implementation and support.
You have excellent English and Swahili skills, both written and spoken.

You have extensive experience of SAAS Products and Working experience in managing AWS or related cloud infrastructure at scale.

Working experience with offering the technical deployment and implementation of the products and services to the customers.
You have Troubleshooting skills and prompt customer feedback Management.
You have great experience with financial systems.
You have extensive experience in web technologies.
You have excellent interpersonal and communication skills.
You have experience working in high-pressure environments/projects.
You have good presentation skills and excellent report writing skills.
You are an excellent team player.
You are a highly motivated individual with a highly proven work ethic.