The Role
Provide timely technical assistance via email, chat, and phone; diagnose and resolve user issues; document cases; escalate complex problems to engineering; monitor system health; and create/maintain knowledge base articles to improve customer experience and reduce recurring issues.
Summary Generated by Built In
Summary:
The Technical Support Specialist plays a critical role in delivering exceptional customer service by providing timely, accurate, and professional technical assistance. This position ensures the seamless operation of technology products by diagnosing and resolving user issues across multiple support channels. By combining technical expertise with strong communication skills, the specialist enhances user experience, drives product adoption, and contributes to overall customer satisfaction. The role also supports continuous improvement by identifying recurring issues, contributing to knowledge resources, and collaborating with engineering teams to resolve complex problems.
Responsibilities:
- Respond to customer inquiries through email, live chat, and phone with prompt and accurate support
- Diagnose, troubleshoot, and resolve technical issues efficiently to minimize downtime
- Guide users through product features, workflows, and best practices to optimize usage
- Document all support interactions, including case details, resolutions, and follow-up actions
- Escalate complex or unresolved issues to engineering and development teams with clear context
- Monitor system health and proactively detect patterns or recurring issues
- Maintain high customer satisfaction through clear, empathetic communication and timely follow-ups
- Contribute to the development and maintenance of knowledge base articles, FAQs, and internal support documentation
Skills Required
- Provide technical support across email, live chat, and phone channels
- Diagnose, troubleshoot, and resolve technical issues efficiently
- Strong written and verbal communication and customer service skills
- Document support interactions, resolutions, and follow-up actions
- Escalate complex issues to engineering with clear context and reproduction steps
- Contribute to and maintain knowledge base articles, FAQs, and internal documentation
- Monitor system health and identify recurring patterns or issues
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The Company
What We Do
Jobberman is Nigeria's leading career development and recruitment solutions company, focusing on connecting qualified job seekers with verified employers. Headquartered in Lagos, Nigeria, the company operates as an online job marketplace and career portal. It provides comprehensive online career development support, training services, and personalized HR solutions designed to empower job seekers and assist employers in finding the right talent.
