Technical Support Specialist

Job Title: Technical Support Intern
Job Overview:
We are seeking a skilled and customer-focused Technical Support Intern to join our dynamic team.
The ideal candidate should have a strong technical background, excellent communication skills, and a passion for providing exceptional customer service.
As a Technical Support Intern, you will play a crucial role in assisting customers with technical issues, troubleshooting problems, and ensuring a positive & excellent customer experience.
**Responsibilities:**
1. **Customer Support:**
* Provide prompt and effective technical support to customers via phone, email, or chat.
* Diagnose and troubleshoot technical issues related to software or network connectivity.
2. **Issue Resolution:**
* Investigate and analyze technical problems, identifying root causes and implementing solutions.
* Escalate complex issues to the appropriate internal teams for resolution.
3. **Documentation:**
* Create and maintain detailed documentation, including troubleshooting steps and solutions.
* Contribute to knowledge base articles to assist customers and internal teams.
4. **Communication:**
* Communicate technical information in a clear and understandable manner to both technical and non-technical users.
* Keep customers informed of the status and progress of their technical support requests.
5. **Product Knowledge:**
* Stay updated on product features, enhancements, and updates.
* Provide training to customers on the effective use of products and services.
6. **Quality Assurance:**
* Ensure a high level of customer satisfaction by delivering timely and accurate technical support.
* Participate in quality assurance activities to enhance overall support effectiveness.
7. **System Maintenance:**
* Monitor and maintain server and systems uptime to ensure optimal performance.
* Implement preventive measures to minimize downtime and service interruptions.
8. **Collaboration:**
* Collaborate with internal teams, including development and quality assurance, to resolve complex technical issues.
* Provide feedback on product improvements based on customer interactions.
9. **Continuous Learning:**
* Stay current with industry trends, technologies, and best practices in technical support.
* Attend training sessions and workshops to enhance technical skills.
**Required Skills & Qualifications:**
* Strong troubleshooting and analytical skills
* Excellent verbal and written communication
* Knowledge of networking and software systems
* Proficiency in Linux operating systems and command line
*
Available for 12-hour shifts
*
Ability to create and manage emergency protocols during system downtimes
* Experience coordinating urgent responses with relevant stakeholders
* Strong prioritization and crisis management skills
* Customer service oriented
*
Bachelor's degree in Computer Science.
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Knowledge of ticketing systems
* Basic scripting/programming skills
* Strong documentation abilities
* Time management skills
* Ability to work under pressure
Ability to work independently and collaboratively in a fast-paced environment.
Customer-focused with a passion for delivering exceptional service.
Available to work 24/7 with one day off in the week(night and day shift.
Able to perform other roles as assigned.
Starting pay:
25,000KES