Technical Support

1 day ago

Nairobi, Nairobi Area, Kenya SnapStar Talent Full time

Role Purpose

The Technical Support & Product Specialist will serve as the bridge between our technology and our users - testing software, resolving client issues, training users, and collaborating with the development team to enhance functionality and usability.

Key Responsibilities

1. Product Testing & Quality Assurance

· Test new features, updates, and bug fixes to ensure smooth product performance.

· Document and report issues or enhancement requests to the development team.

· Participate in product release testing and user acceptance testing (UAT).

2. Technical Support

· Provide first-line technical support to clients and candidates via email, chat, or calls.

· Troubleshoot and resolve user issues in a timely and professional manner.

· Track, log, and follow up on support tickets until resolution.

3. Client Training & Onboarding

· Conduct training sessions and product demos for new and existing clients.

· Develop and update user guides, FAQs, and training materials.

· Assist clients in optimizing their use of Snapstar tools to meet their HR needs.

4. Product Improvement

· Gather feedback from clients and users to identify improvement opportunities.

· Collaborate with the product and development teams to enhance system features.

· Suggest innovative solutions to improve usability and client satisfaction.

5. Internal Collaboration

· Work closely with the sales, product, and tech teams to ensure client success.

· Share insights on client trends and recurring issues to inform product roadmap.

Key Qualifications

  • Diploma or Bachelor's degree in
    IT, Computer Science, HR Tech, or related field.
  • 1–3 years of experience in
    technical support, product testing, or software training
    (preferably in SaaS or HR software).
  • Strong understanding of
    web-based applications, databases, and user interfaces.
  • Excellent communication and problem-solving skills.
  • Ability to translate technical language into easy-to-understand instructions.
  • Familiarity with HR processes (recruitment, onboarding, etc.) is a plus.
  • Proficiency in tools such as Excel, ticketing systems, and CRM platforms.

Key Competencies

  • Customer Focus:
    Genuinely cares about user experience and satisfaction.
  • Attention to Detail:
    Meticulous in testing, documentation, and follow-ups.
  • Analytical Thinking:
    Able to diagnose and resolve software issues efficiently.
  • Communication:
    Clear, patient, and confident in client-facing conversations.
  • Team Collaboration:
    Works well with developers, clients, and business teams.
  • Initiative:
    Proactively suggests product improvements and process enhancements.

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