Job Summary:
Our client, who is in the travel technology and information systems industry, is seeking a Technical Support Executive to join their team. The Technical Support Executive will be responsible for providing technical assistance to clients, ensuring seamless operation of systems, and maintaining customer satisfaction. The role involves troubleshooting hardware, software, and network issues, managing client relationships, and ensuring smooth technical service delivery. The ideal candidate is a problem solver with strong technical expertise, excellent communication skills, and a customer-centric mindset.
Responsibilities:
Provide timely and effective technical support to customers before and after sales.
Install, configure, and troubleshoot computer systems, servers, and networks.
Handle customer inquiries and offer step-by-step guidance to resolve technical issues.
Document, monitor, and track customer issues through a ticketing system to ensure prompt resolution.
Maintain the security and integrity of databases and IT systems by enforcing access controls.
Collaborate with internal teams to identify and implement technical improvements.
Conduct client interviews to gather information and provide tailored technical solutions.
Educate clients on product features, system usage, and best practices to reduce recurring issues.
Prepare periodic reports on technical operations, performance, and customer satisfaction.
Stay updated with technological trends and new developments relevant to company products.
Mentor and guide junior technical staff to enhance departmental performance.
Requirements
Diploma or Degree in Information Technology, Computer Science, or a related field.
Proven experience in providing IT technical support or customer service in a tech-driven environment.
Strong knowledge of computer systems, operating systems, software, and networks.
Excellent troubleshooting, analytical, and problem-solving skills.
Strong communication and interpersonal skills, with the ability to explain technical concepts clearly.
High level of professionalism and commitment to customer satisfaction.
Ability to prioritize multiple tasks, work independently, and meet deadlines.
Competence in writing clear documentation and technical reports.
Positive attitude toward change and continuous improvement.
Skills Required
- Diploma or Degree in Information Technology, Computer Science, or a related field
- Proven experience in providing IT technical support or customer service
- Strong knowledge of computer systems, operating systems, software, and networks
- Excellent troubleshooting, analytical, and problem-solving skills
- Strong communication and interpersonal skills
- High level of professionalism and commitment to customer satisfaction
- Ability to prioritize multiple tasks, work independently, and meet deadlines
- Competence in writing clear documentation and technical reports
- Positive attitude toward change and continuous improvement
What We Do
Shugulika Africa Limited is a quality service provider with over 12 years of industry experience, specializing in recruitment, headhunting, HR consulting, training, payroll services, and other HR services.
