Summary
Date Posted: Monday, November 07, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
2 IECMS IT Support Staff & Call Center Operator
Level:4.II
Job description
• Interview IECMS users during telephone calls to
• obtain information useful in providing effective
• solutions
• Manage inbound calls to ensure effective and timely
• resolution of IECMS user issues
• Place outbound calls to verify IECMS users
• satisfaction
• Escalate complex issues to more experienced IECMS
• team for proper resolution
• Support personnel, and act as focal point when endusers
• face hardware, software, or system issues
• Provide phone, remote access, and desktop support to
• IECMS users.
• Track assigned tasks throughout problem solving life
• cycle using the institution’s Help Desk system. Must
• maintain accurate and timely service tickets.
• Maintain records of inquiries or complaints as well as
• logs of interaction with customers
• Calm end-users and ensure their challenges or issues
• are addressed properly

NB: Having experience in an IT support and/or call center environment, especially in ICT industry, Previous experience in a customer support role, having experience in desktop support, Network Administration, System Administration, Certificate in A++, N++,MCIP, MCSA,CCNA are added advantage.

Key technical skills
• .Knowledge of customer service practices and
• principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication
• skills
• Demonstrate decisiveness in resolving problems,
• making decisions and identifying priorities;
• Good analytical skills and problem solving techniques
• Good interpersonal communication skills and ability
• to work with others under pressure and solve problems
• End-users focus and adaptability to different
• personality types
• Ability to multi-task, set priorities and manage time
• effectively
• The ability to learn quickly and work with minimum
• supervision;

Minimum Qualifications
• Advanced diploma in Software Engineering
1 Year of relevant experience
• Advanced diploma in Computer Science
1 Year of relevant experience
• Advanced diploma in Computer Engineering
1 Year of relevant experience
• Advanced diploma in Information and Communication Technology
1 Year of relevant experience
• Advanced diploma in Electronics and Telecommunication Engineering
1 Year of relevant experience
• Bachelor's Degree in Software Engineering
1 Year of relevant experience
• Bachelor's Degree in Computer Science
1 Year of relevant experience
• Bachelor's Degree in Computer Engineering
1 Year of relevant experience
• Bachelor's Degree in Information and Communication Technology
1 Year of relevant experience
• Bachelor's Degree in Electronics and Telecommunication Engineering
1 Year of relevant experience
• Bachelor's Degree in Information Systems
1 Year of relevant experience
• Bachelor's Degree in Information Technology
1 Year of relevant experience
• Advanced Diploma in Information Management Systems
1 Year of relevant experience
• Bachelor’s Degree in Business Information Technology
1 Year of relevant experience
• Advanced diploma ( A1) in Business Information Technology
1 Year of relevant experience
• Advanced Diploma in Information Technology
1 Year of relevant experience

Competency and Key Technical Skills
• N/A
• Strong critical thinking skills and excellent problem solving skills.
• Inclusiveness
• Accountability
• Communication
• Teamwork
• Client/citizen focus
• Professionalism
• Commitment to continuous learning
• Resource management skills
• Problem solving skills
• Decision making skills
• Time management skills
• Risk management skills
• Fluency in Kinyarwanda, English and/or French. Knowledge of all is an added advantage
• Analytical skills;


Job Experience: No Requirements

Work Hours: 8

Level of Education: Bachelor Degree

Job application procedure
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