Tech Support Specialist (Remote)

Posted On: 14 December 2020 Reloadly   Abia
Reference: N/A Type: Full-Time

Job Description

We are currently seeking a Technical Support Engineer based in Kenia/Nigeria with experience supporting a global company. A career with Reloadly provides invaluable experience in an exciting and rapidly expanding market and an opportunity to be part of a global company with customers worldwide and a workforce that includes workers of different nationalities.


This role will report to the Head of Customer Success.


The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer with demos, onboarding and by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environments will also make you an ideal candidate. 



  • Perform demos, training and onboarding calls with clients

  • Manage and address electronic tickets efficiently via intercom and Jira

  • Communicate with the customer in an engaging and timely manner, troubleshoot and solve their issues with 5 star support. Provide timely updates and resolution according to our SLA

  • Resolve product or service issues by investigating the root cause of the problem

  • Keep our customers happy and engaged with our product

  • Monitor and troubleshoot system alerts, escalate critical issues, and follow up with various parties through service restoration

  • Dig deep in logs, proactively monitor and take action before affecting live traffic

Identify recurring errors and proactively collaborate with Product and Engineering team to improve our product and customer requests

  • Participate in on duty rotation during weekends and public holidays when required




  • Minimum diploma degree in Information Technology, Computer Science or equivalent

  • 2+ years' of technical support experience

  • Customer service oriented

  • Strong written, verbal, troubleshooting and analytical skills

  • Excellent interpersonal skills

  • You must be a people person and continuously aim to keep customers happy

  • Ability to work effectively under pressure, prioritize tasks and follow processes

  • Demonstrate motivation to learn new skills and technologies

  • Good understanding of web services, API, Postman and IP based protocols.

  • Proficient in MS Office applications (Word, Excel). Advanced proficiency in Excel is an advantage

  • Languages: English. Additional languages will be an advantage



Technical Skills

Technical Support

Application Currently Closed

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