Job Description
AFi Corp
TOGETHER WE GROW
VACANCY AVAILABLE FOR THE POSITION OF
- TECHNICAL SUPPORT SPECIALIST
Keeping records of customer and end-user interactions, comments, and complaints.
RESPONSIBILITIES:
- Knowing our product (and its workings) inside and out
- Resolving customer issues promptly to ensure the best possible customer experience via email, chat, and video calls.
- Contributing to our Help Center with continuous product/feature updates and documentation when necessary
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Lending a technical perspective to customer issues coming into frontline technical support advisors. This can include:
■ Reproducing issues and providing simple solutions/workarounds to customers/users in a clear and concise manner
■ Forwarding necessary information to developers in the product team to help them triage and fix any bugs that may be identified during these customer interactions.
REQUIREMENTS:
- Solid troubleshooting skills, it's natural for you to try checking the network tab/inspector in your browser before calling support.
- Analyzing symptoms, identifying root causes, and implementing effective solutions.
- Knowledge of basic coding skills (HTML, CSS), you understand how a website is developed. Knowledge of JavaScript and other programming languages is a plus.
- Prior experience in technical support, preferably at Level 2, is highly advantageous. You should be familiar with ticketing systems, SLAs, and best practices for delivering topnotch support services.
- Interest in software and how it's developed.
- Analytical mindset, staying calm, and the ability to seek solutions through resources. purposes is seen
- Knowledge of APIs and how to use them for data retrieval, authentication, and integration purposes is seen as an advantage.
- Excellent verbal and written communication skills in English.
TOGETHER
We offer a competitive salary and benefits package as well as the opportunity to work remotely. Interested candidates please email your resumes to [email protected] Please state the role you are applying for as the subject.
