Technical Support Specialist at Impact HER Africa

Role Summary:

• Our organisation is seeking a dedicated technical support specialist to provide administrative, technical, and customer support across business operations, with a focus on website management, hosting administration, client communication, and operational coordination. Ensures smooth day-to-day processes, timely service delivery, and effective support for both internal teams and external clients.

Key Responsibilities:

Administrative & Data Management

• Perform accurate data entry, record-keeping, and spreadsheet management (e.g., Google Sheets).
• Maintain and update business records, client information, and operational data.
• Support general administrative tasks to ensure efficient workflow.

Technical Support & Website Management

• Troubleshoot website, hosting, and domain-related issues.
• Manage hosting environments (including backups, restorations, and monitoring uptime).
• Execute website migrations (internal transfers and client handovers).
• Perform regular website backups and ensure data integrity.
• Manage hosting account transitions, including deletion and setup of websites on renewing accounts.
• Coordinate with the technical team to resolve issues and maintain service continuity.

Hosting & Subscription Management

• Monitor hosting accounts, domains, and software subscriptions for renewals and expirations.
• Track active and inactive clients to prevent service interruptions.
• Prepare and submit monthly requisitions for hosting accounts, domains, and required tools.
• Assist in procurement and setup of technical resources.

Client Communication & Customer Support

• Manage email correspondence (15–30 emails daily), including support requests and inquiries.
• Notify clients of upcoming renewals, expirations, and required actions.
• Provide customer support and resolve client issues promptly.
• Send client website files via file-sharing platforms when requested.

Billing & Financial Coordination

• Generate and send invoices to clients.
• Monitor payments and follow up on outstanding balances.
• Support financial tracking related to hosting renewals and service subscriptions.

Business Support & Consulting

• Provide guidance to clients on hosting, website setup, and migration processes.
• Conduct client consultations (including calls/meetings) for technical onboarding or transitions.
• ⁠Handle Webinar Quarterly
• Assist clients with purchasing and setting up hosting services.

Operations Coordination

• Collaborate with internal team to ensure timely task execution.
• Coordinate workflows related to website deployment, maintenance, and migration.
• Ensure minimal downtime and continuity of client services.

Key Metrics / Scope

• Handle 10 client emails daily.
• Manage 3–4 hosting account expirations monthly (with 13–14 websites per account).
• Oversee backups, migrations, and continuity for multiple client websites and avoid downtime.