Technical Support Specialist

Job description

Work Hours: 19:00 – 04:00 (Zambia Time) | US Time Zone

Job Overview:
We are looking for an experienced Technical Support Representative with a strong background in customer service and supporting various systems. The ideal candidate should have excellent problem-solving skills, the ability to troubleshoot technical issues effectively, and a customer-centric approach. This role requires working night shifts to align with US business hours.

Key Responsibilities:

Provide real-time technical support to customers via phone, email, and live chat.
Diagnose and resolve technical issues efficiently while ensuring a high level of customer satisfaction.
Assist customers in navigating and troubleshooting various software and system-related challenges.
Collaborate with internal teams, including R&D and product teams, to escalate and resolve complex issues.
Maintain accurate records of customer interactions and document solutions in the knowledge base.
Stay up to date with product features, updates, and industry trends to enhance support quality.

Qualifications & Skills:

Minimum 3 years of experience in customer service, technical support, or a similar role.
Proven ability to troubleshoot and resolve technical issues independently.
Strong understanding of various digital systems and software applications.
Excellent verbal and written communication skills in English (additional languages are a plus).
Strong customer service orientation with a problem-solving mindset.
Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Requirements:

Must be based in Lusaka, Zambia.
A background in IT support, helpdesk services, or software troubleshooting is highly preferred.
No strict educational requirements, but relevant certifications or training are an advantage.

If you have a passion for customer service and technical problem-solving, we invite you to join our team and make an impact!