Role Overview
We are seeking a Technical Support Executive to join our dynamic support team. The ideal candidate will act as the first point of contact for our clients, addressing technical issues, providing timely solutions, and ensuring an exceptional customer experience. You will work closely with internal teams to resolve issues efficiently and maintain Flashnet’s reputation for reliability and excellence.
Key Responsibilities
Technical Support & Troubleshooting
- Provide first-level technical support via phone, email, and chat.
- Diagnose and resolve hardware, software, and network-related issues.
- Escalate complex issues to second-level support or relevant teams, ensuring prompt resolution.
Customer Service
- Ensure high levels of customer satisfaction by delivering timely and effective solutions.
- Document customer interactions and technical resolutions in the ticketing system.
- Follow up with clients to ensure issues are resolved and maintain open communication.
System Monitoring & Maintenance
- Monitor system performance and network health.
- Perform routine maintenance and updates on client systems as required.
- Identify and report potential system vulnerabilities or areas of improvement.
Collaboration & Reporting
- Work closely with the internal IT, Network, and Cybersecurity teams.
- Generate regular reports on ticket resolution, recurring issues, and client feedback.
Requirements
Education: Bachelor’s degree in Computer Science, Information Technology, or related field.
Experience: 1-3 years of experience in technical support or similar roles.
Technical Skills:
- Strong understanding of networking, internet protocols, and IT infrastructure.
- Proficiency in troubleshooting hardware, software, and network issues.
- Familiarity with tools like ticketing systems, monitoring software, and remote support applications.
Soft Skills:
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Ability to work in a fast-paced environment and manage multiple tasks effectively.
What We Offer
- Competitive salary and benefits package.
- Opportunity to work with the leading MSP in Tanzania.
- Professional growth and training opportunities.
- Collaborative work environment with a focus on innovation and excellence.
Job Category: Customer Support
Job Type: Full Time
Job Location: Tanzania
