Website WedoTech
Internation software development company located in Lusaka
(Night Shift – US Time Zone)
Work Hours: 19:00 – 04:00 (Zambia Time)
Job Overview:
We are looking for an experienced Technical Support Representative with a strong background in customer service and technical support. The ideal candidate should have excellent problem-solving skills, the ability to troubleshoot technical issues effectively, and a customer-centric approach. This role involves ticketing, working with various systems, and supporting customers primarily during night shifts to align with US business hours.
Key Responsibilities:
- Provide real-time technical support to customers via phone, email, and live chat.
- Diagnose and resolve technical issues efficiently while ensuring a high level of customer satisfaction.
- Assist customers in navigating and troubleshooting software and system-related challenges.
- Work with ticketing systems and ensure accurate issue tracking and resolution.
- Collaborate with internal teams, including R&D and product teams, to escalate and resolve complex issues.
- Maintain accurate records of customer interactions and document solutions in the knowledge base.
- Stay up to date with product features, updates, and industry trends to enhance support quality.
Qualifications & Skills:
- Minimum 3 years of experience in customer service, technical support, or a similar role.
- Strong background in IT support, helpdesk services, or software troubleshooting is highly preferred.
- Experience with ticketing systems and tools such as JIRA, ERP, or similar platforms is a plus.
- Tech-savvy candidates with excellent system navigation and troubleshooting skills are highly encouraged to apply.
Requirements:
Must be based in Lusaka, Zambia.
No strict educational requirements, but relevant certifications or training are an advantage.
Ability to work independently and efficiently during night shifts.
Additional Selection Process:
Shortlisted candidates will be required to submit a short video demonstrating their customer service capabilities.
If you have a passion for customer service and technical problem-solving, we invite you to join our team and make an impact!