Job Description

Position Summary

The Technical Support Specialist will be part of a team responsible for providing virtual and on-site support for cloud applications, software and processes for external customers.


  • Serve as the primary point of contact with external customers in relation to deployed solutions.
  • Ensures exceptional customer interactions by handling all incoming communications in an efficient and professional manner; answering, escalating or redirecting appropriately.
  • Ability to analyze, troubleshoot and determine resolution for technical issues related to the applications.
  • Provide end-to-end ownership for the customer engagement by coordinating activities with other primary support functions and escalations.
  • Create, track, audit and resolve inquiries/issues, while interacting with teammates to clarify/resolve issues on behalf of the customer.
  • Perform other duties as assigned.


  • A Bachelor’s Degree or Master’s Degree in Information Technology, Computer Science or related field is preferred.
  • Must have a minimum of two years providing “hands-on” application support, preferably working directly with end-users in an enterprise environment.
  • Ability to manage competing priorities and activities effectively.
  • Must have strong experience supporting end-user software and computing devices; including laptops, tablets and mobile phones.
  • Must have excellent interpersonal and communications skills.
  • Must be customer service oriented and have the ability to build credible relationships with team members and end-users.
  • Knowledge in, Google Apps or Google Maps is advantageous.
  • Related certifications such as Salesforce Admin, ITIL will be an added advantage

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