About The Role

We are currently seeking a dedicated and knowledgeable Software Technical Support Specialist to join our team. This role involves providing high-quality technical support to our end-users, troubleshooting various software issues, and acting as a liaison between end-users and our development team. The ideal candidate should be fluent in both English and Swahili, and capable of writing technical documentation in both languages.

Key Responsibilities:

• Provide technical support to end-users, addressing and resolving software issues efficiently.
• Troubleshoot technical problems involving software applications, systems, and services.  Communicate effectively with users to understand their issues and guide them through problem-solving processes.
• Collaborate with the development team to report bugs, suggest improvements, and facilitate effective solutions.
• Develop and maintain comprehensive technical documentation in both English and Swahili, ensuring clarity and accessibility for users and team members.
• Conduct regular training sessions for users on new features and updates.
• Stay updated on the latest industry trends and technologies to enhance support quality.

Qualifications:

• At least 2 years of experience in software technical support, with a strong background in troubleshooting and user support.
• Fluency in both English and Swahili, with excellent communication skills and the ability to write technical documents in both languages.
• Solid understanding of software systems, IT infrastructure, and common technical issues.
• Experience working closely with software development teams.
• Strong problem-solving skills and a customer-focused attitude.
• Ability to manage multiple tasks and work in a fast-paced environment.
• Bachelor’s degree in Computer Science, Information Technology, or related field is preferred.