Level 1 Operation Support Agent
Company: Editec London
Position: Level 1 Operation Support Agent
Salary: Discretionary
Job Location: Kigali-Rwanda
About Us:
GOAT Interactive is a brand new and separate business in the Editec Group, and its objective is simple: to harness and supercharge the power of its brands to lead them to a podium position in all markets they operate in. As Editec’s Online arm, GOAT Interactive is a fast-expanding company operating across 20+ markets in Africa under flagship brands such as PremierBet,, MercuryBet, Ogabet, and more.
Description
Our fundamental technology strategy is to strengthen its presence globally through developing unique offerings that will be future-proof and enable new innovative features to be delivered to our customers.
You can find additional information on: http://www.goatinteractive.co
To manage our rapid growth, we are looking for qualified, competent, and experienced candidates to join us. We are building up a first-line team who will be providing IT support for all the operational and technical issues. Level 1 operational support teams would solve problems reported by stakeholders by following standard operating procedures (SOP).
Roles and Responsibilities are as below but not limited to:
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- Collect information and requests from internal teams and escalate it to the suppliers
- Conduct basic troubleshooting using questionnaires to find out the level of support needed
- Create tickets/follow up with Suppliers to look into the issue
- Ensure that the supplier acknowledges the issue and creates a ticket accordingly
- Follow up with Suppliers until resolution.
- Keep all the stakeholders informed about the issue and the resolution
- Track downtime for the issue, get the suppliers to acknowledge.
- Generate data reports wherever necessary
- Perform root cause analysis of the issue by liaising with suppliers/stakeholders.
Key Skills required:
REQUIREMENTS
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- Bachelor’s degree in Information Technology, Software Engineering, Computer Science, or related field.
- Proactive and manage the issues
- A highly motivated and focused individual with an organized and systematic approach
- Efficient communication skills.
- Self-driven, curious, open, and hands-on
- Must be Rwandan
How to apply
Premier East Africa Ltd (PEAL) is an equal opportunities employer, if your career expectations match this exciting opportunity, please submit your cover letter, and CV to our human resource and office Administration manager at d.mukundente@premierbet.com before the 13th of July 2022.
