Technical Support Specialist at Afconrecruit Limited

Key Responsibilities:

Customer Support:

• Provide technical assistance and support for incoming queries and issues related to software and hardware.
• Respond to customer inquiries via phone, email, or chat in a professional and timely manner.
• Diagnose and troubleshoot technical issues, escalating complex problems to higher-level support or development teams as necessary.
• Prepare and maintain operational documentation and user manuals.
• Provide technical training and support during and post deployment.

Issue Resolution:

• Utilize problem-solving skills to identify, analyze, and resolve customer issues.
• Follow up with customers to ensure their technical issues are fully resolved.
• Document all customer interactions, technical issues, and solutions in the support ticketing system.

Technical Knowledge:

• Maintain a deep understanding of Onekobo Technologies products and services to provide accurate and efficient support.
• Stay current with industry trends, technologies, and best practices in technical support.
• Participate in training and professional development opportunities to enhance technical skills and knowledge.

Collaboration and Communication:

• Work closely with product development and quality assurance teams to communicate customer feedback and identify potential areas for improvement.
• Collaborate with team members to share knowledge and best practices.
• Communicate clearly and effectively with non-technical users to explain technical issues and solutions.

Process Improvement:

• Contribute to the development and improvement of support processes, tools, and documentation.
• Identify recurring issues and suggest preventive measures to reduce future occurrences.
• Assist in the creation and maintenance of technical support documentation, FAQs, and user guides.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 3-5 years of experience in technical support or a related field.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Proficiency in troubleshooting software, hardware, and network issues.
• Experience with support ticketing systems and remote support tools.

Preferred Qualifications:

• Certification in relevant technologies (e.g., CompTIA A+, Microsoft Certified Professional).
• Experience with specific technologies relevant to the company.
• Familiarity with scripting languages or programming for troubleshooting automation.
• Knowledge of ITIL or other IT service management frameworks.