We are seeking a highly skilled and motivated Technical Customer Support Specialist to join our team. The ideal candidate will be responsible for providing technical and non-technical assistance to our clients, conducting training and onboarding sessions, and resolving issues at the back end of our systems using SQL. This role requires excellent problem-solving skills, a strong technical background, and the ability to communicate effectively with both technical and non-technical users. Duties and responsibilities: Customer support · Be first receiver of all support queries through support channels, whether email/WhatsApp or support system tickets. · Provide 2 nd level support by resolving queries or guiding clients on steps to resolve 1st level queries. · Escalate advanced queries to 4th level support. · Keep track of time spent on each query, whether resolved or escalated. · Responsible for regular communication with the client as well as other support staff. Training and onboarding · Conduct training sessions for new users on our software and systems. · Assist in the onboarding process for new clients, ensuring a smooth transition and setup. SQL Queries and back-end problem solving · Write and execute SQL queries to retrieve and analyze data. · Identify and resolve issues within the back-end database systems. · Collaborate with development teams to address and resolve software bugs and performance issues. Customer Service · Build and maintain strong relationships with clients through exceptional service. · Provide timely updates to clients regarding the status of their support requests. · Collect and document customer feedback to help improve products and services. Requirements, Experience and skills · Tertiary Qualification in Information Technology, or equivalent work experience · Proven experience in a technical support role. · Proficiency in SQL and experience with database management. · Strong problem-solving skills and attention to detail. · Excellent communication skills, both verbal and written. · Ability to explain technical concepts to non-technical users. · Experience with customer service and support tools. · Ability to work independently and as part of a team. Preferred Qualifications: · Experience with specific software or systems relevant to the company's products. · Certifications in relevant technologies (e.g., Microsoft MSSQL, MySQL) are advantageous. Working Conditions: · Full-time position, with after-hours standby. · May require travel for on-site training or support.