iRecharge Tech-Innovations is an internet-powered distribution platform that enables users to purchase virtual products and services such as airtime and mobile data, internet subscriptions, pay-TV, and Bulk SMS.
About the Role
- We are seeking a proactive and technically skilled Senior Technical Support Specialist to join our team.
- This individual will provide advanced technical assistance, oversee complex customer issues, and support the Technical Support team in resolving escalated cases efficiently.
- The ideal candidate is a problem solver with strong communication skills and the maturity to take on leadership responsibilities over time.
Key Responsibilities
- Provide high-level technical support and troubleshooting for complex product and service issues.
- Lead the resolution of escalated tickets and ensure timely feedback to customers.
- Collaborate with development and product teams to identify and resolve recurring technical challenges.
- Mentor and guide junior technical support staff, promoting best practices and knowledge sharing.
- Document technical issues, solutions, and processes to improve team efficiency.
- Assist in the development of support materials such as FAQs, troubleshooting guides, and knowledge base articles.
- Monitor system performance and proactively address potential issues.
- Support training and onboarding for new team members.
Requirements
- Bachelor’s Degree in Computer Science, Information Technology, or a related field.
- 4 - 5 years of experience in technical support or IT systems management.
- Strong understanding of network systems, APIs, and cloud-based platforms.
- Excellent troubleshooting, analytical, and problem-solving skills.
- Strong interpersonal and communication abilities.
- Ability to work independently and collaboratively in a hybrid environment.
- Familiarity with ticketing tools, CRM systems, and remote troubleshooting tools.
- Soft Requirement: Candidates should preferably be 26 years or older, reflecting the level of maturity and leadership potential expected for this role.
Method of Application
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