Technical Support Specialist

Technical Support Specialist at Impact HER Africa

ImpactHER is an impact driven nonprofit organization that seeks to empower African female entrepreneurs by bridging the gender business financing gap so as to help African female entrepreneurs realize their full economic potential.

Technical Support Specialist

• Job Type Full Time , Remote
• Qualification BA/BSc/HND
• Experience
• Location Nigeria
• Job Field Customer Care, Success and Service

Role Summary

• Our organisation is seeking a dedicated technical support specialist to provide administrative, technical, and customer support across business operations, with a focus on website management, hosting administration, client communication, and operational coordination. Ensures smooth day-to-day processes, timely service delivery, and effective support for both internal teams and external clients.

Key Responsibilities

• Administrative & Data Management

• Perform accurate data entry, record-keeping, and spreadsheet management (e.g., Google Sheets).

• Maintain and update business records, client information, and operational data.

• Support general administrative tasks to ensure efficient workflow.

• Technical Support & Website Management

• Troubleshoot website, hosting, and domain-related issues.

• Manage hosting environments (including backups, restorations, and monitoring uptime).

• Execute website migrations (internal transfers and client handovers).

• Perform regular website backups and ensure data integrity.

• Manage hosting account transitions, including deletion and setup of websites on renewing accounts.

• Coordinate with the technical team to resolve issues and maintain service continuity.

• Hosting & Subscription Management

• Monitor hosting accounts, domains, and software subscriptions for renewals and expirations.

• Track active and inactive clients to prevent service interruptions.

• Prepare and submit monthly requisitions for hosting accounts, domains, and required tools.

• Assist in procurement and setup of technical resources.

• Client Communication & Customer Support

• Manage email correspondence (15–30 emails daily), including support requests and inquiries.

• Notify clients of upcoming renewals, expirations, and required actions.

• Provide customer support and resolve client issues promptly.

• Send client website files via file-sharing platforms when requested.

• Billing & Financial Coordination

• Generate and send invoices to clients.

• Monitor payments and follow up on outstanding balances.

• Support financial tracking related to hosting renewals and service subscriptions.

• Business Support & Consulting

• Provide guidance to clients on hosting, website setup, and migration processes.

• Conduct client consultations (including calls/meetings) for technical onboarding or transitions.

• Handle Webinar Quarterly

• Assist clients with purchasing and setting up hosting services.

• Operations Coordination

• Collaborate with internal team to ensure timely task execution.

• Coordinate workflows related to website deployment, maintenance, and migration.

• Ensure minimal downtime and continuity of client services.

• Key Metrics / Scope

• Handle 10 client emails daily.

• Manage 3–4 hosting account expirations monthly (with 13–14 websites per account).

• Oversee backups, migrations, and continuity for multiple client websites and avoid downtime.