Technical Support Specialist

Role overview

User and platform support

• Troubleshoot data-entry, account activation, survey and task access, and platform or application use issues.
• Create, update and deactivate accounts and grant permissions based on requests from the platform project manager.
• Enter and update entity, location and user data; upload standard survey templates and operational configurations.
• Check surveys, questions, options and tasks are available to users, and test image submission, upload and site recording.
• Verify completed surveys are retained and available; investigate concurrent, lost or duplicate submissions with the technical team.

Incidents, testing and coordination

• Document incident timing, affected users and related surveys or tasks; attach evidence and resolution steps and prioritize by operational impact.
• Resolve issues within authorized permissions; escalate software incidents, track solutions and inform affected parties.
• Test fixes and updates before user release, verify resolution and document test results.
• Monitor needs raised by supervisors and field operations and refer issues requiring decisions or development to the platform project manager.
• Support data access and export, document technical discrepancies for specialists, and prepare reports on incident trends and operational obstacles.

User guidance

• Provide practical platform and application guidance and prepare concise instructions for frequent questions and common errors.

Qualifications and skills

• Relevant qualification in information technology or computing, or relevant work experience.
• Experience supporting electronic platforms and mobile applications and managing user accounts.
• Ability to diagnose issues and document them clearly for the technical team.
• Excellent communication and training skills, including interaction with users under operational pressure.
• Adherence to data confidentiality and permission-based procedures.