Position Overview:Nathan Digital is seeking skilled individuals with previous experience in the IT industry to join our Freelancing Support team in Nairobi, Kenya. As a Freelancing Support Specialist, you will play a vital role in providing technical assistance and support to our clients on a freelance basis, contributing to the success and satisfaction of our clients while leveraging your IT expertise. This position offers flexible hours and the opportunity to work remotely, making it ideal for individuals seeking freelancing opportunities in the digital industry.
Key Responsibilities:
Technical Assistance: Provide timely and effective technical support to clients via phone, email, or chat, addressing inquiries, troubleshooting issues, and resolving technical problems related to our digital solutions and services.
Client Communication: Communicate professionally and courteously with clients to understand their needs, provide updates on the status of support requests, and ensure a positive client experience throughout the support process.
Problem-Solving: Analyze technical issues, identify root causes, and implement appropriate solutions or workarounds to resolve problems efficiently, minimizing disruption to client operations.
Documentation: Maintain accurate records of client interactions, support tickets, and resolutions in the helpdesk system, ensuring that all support activities are well-documented and tracked for future reference.
Collaboration: Collaborate closely with internal teams, including technical support, development, and project management, to escalate and resolve complex technical issues and ensure effective communication and coordination.
Quality Assurance: Conduct follow-up with clients to ensure that technical issues are fully resolved and that clients are satisfied with the level of support provided, seeking feedback to identify areas for improvement.
Continuous Learning: Stay updated on emerging technologies, trends, and best practices in the IT industry, continuously expanding your knowledge and skills to provide the highest level of support to our clients.
Qualifications:
Previous experience in the IT industry, particularly in technical support or customer service roles, is preferred.
Strong technical aptitude and understanding of IT systems, networks, and software applications, with the ability to troubleshoot technical issues effectively.
Excellent communication and interpersonal skills, with the ability to convey technical information clearly and concisely to non-technical clients.
Proven problem-solving abilities, with a proactive approach to identifying and resolving technical challenges.
Ability to work independently and manage time effectively in a remote freelancing environment.
Familiarity with helpdesk ticketing systems and remote support tools is advantageous.
Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
Benefits:
Competitive freelance compensation package with flexible hours and the opportunity to work remotely.
Professional development and training opportunities to enhance technical skills and knowledge.
Opportunities for collaboration and networking with a diverse team of professionals in the digital industry.
Access to resources and support from Nathan Digital to ensure success in your freelancing role.
If you are passionate about IT and customer satisfaction and thrive in a freelance environment, we’d love to hear from you! Please submit your resume and a cover letter outlining your relevant experience and why you are interested in joining the Freelancing Support team at Nathan Digital.
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