Technical Support Specialists (Lagos & Asaba)

Our client is a technology company transforming transportation, logistics, and e-commerce for everyday users through an all-in-one ride-hailing platform. Beyond offering secure and affordable rides, delivery services, and an extensive online marketplace, the Company helps users build wealth through an innovative Lifetime Reward system where users earn income for life from every user they invite to the platform. The Company aims to provide wealth, comfort, and security for everyday users of trans
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Our client is a technology company transforming transportation, logistics, and e-commerce for everyday users through an all-in-one ride-hailing platform. Beyond offering secure and affordable rides, delivery services, and an extensive online marketplace, the Company helps users build wealth through an innovative Lifetime Reward system where users earn income for life from every user they invite to the platform. The Company aims to provide wealth, comfort, and security for everyday users of transportation, delivery, and e-commerce services. The Company is now seeking to recruit skilled and professional Technical Support Specialists.

Reporting to the Technical Support Manager, you will be responsible for providing high-quality technical support to users, drivers, and businesses using the Company’s platform. You will troubleshoot technical issues, provide timely solutions, and ensure that all technical concerns are addressed with professionalism and efficiency. The ideal candidate should have excellent problem-solving skills, be customer-focused, and possess a strong understanding of technical systems. This role requires a combination of technical knowledge and superior communication abilities.

Key Responsibilities:
• Customer Support and Troubleshooting
• Respond to customer inquiries, technical issues, and service interruptions through various support channels (email, chat, phone).
• Diagnose and resolve software, app, and platform-related issues.
• Guide users on how to properly use The Company’s platforms, including the mobile apps and web services.
• Platform Maintenance and Monitoring
• Perform routine monitoring of all the Company’s platforms' systems and services to ensure uptime and performance.
• Manage alerts and notifications related to system performance, security issues, and potential downtimes.
• Implement proactive maintenance to prevent issues before they occur.
• Technical Issue Escalation
• Escalate complex technical issues to senior engineers or developers when necessary.
• Document and track the status of escalated issues until resolution.
• User Feedback Management
• Collect and analyse user feedback to identify recurring issues or potential areas for system improvement.
• Communicate with product teams to ensure feedback informs future updates and features.
• Knowledge Base and Documentation
• Create and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides, and user manuals.
• Ensure up-to-date and accurate technical documentation for both internal teams and end-users.
• Collaboration with Product and Development Teams
• Work closely with development teams to test new features, services, or updates to ensure they function as expected.
• Provide insights from support interactions to help improve product design and usability.
• Compliance and Security Monitoring
• Ensure all support processes align with data security and compliance standards.
• Monitor for security breaches or risks, and assist in reporting and mitigating such risks.
• Training and Onboarding
• Conduct training sessions for new customers, internal teams, or corporate clients to ensure a smooth onboarding process.
• Assist with the deployment of new services and explain how they work to users.
• Reporting and Analytics
• Generate regular reports on support ticket volume, resolution times, and common issues.
• Analyse support trends to identify potential technical challenges or areas for process improvement.
• System Updates and Testing
• Ensure smooth rollout of system updates by testing and troubleshooting the Company’s platform services, including transportation, delivery, e-commerce (ShopFAST), and wealth creation systems.
• Provide technical support during version updates and new feature deployments

Requirements:
• Experience: Minimum of 3 years of experience in technical support or a related role, preferably in the technology or transportation industry.
• Technical Expertise: Strong understanding of mobile apps, software platforms, and common technical issues. Experience with Android and iOS platforms is a plus.
• Problem-Solving Skills: Excellent analytical skills with the ability to troubleshoot and solve technical issues efficiently.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to explain technical issues to both technical and non-technical users.
• Customer-Centric Approach: A passion for helping customers and ensuring their technical needs are met with a positive attitude.
• Adaptability: Ability to work in a fast-paced environment and manage multiple issues simultaneously.
• Attention to Detail: Strong organisational skills and attention to detail, ensuring accurate reporting and follow-up on issues.
• Professionalism: A high level of integrity, professionalism, and commitment to excellence in all customer interactions.
• Availability: Ability to work flexible hours, including weekends or after-hours support when necessary.