Technical Support Specialist at Sunrose Consulting

Job Description

• 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.