The Technical Support Agent at HostAfrica plays a crucial role in delivering exceptional customer service by addressing queries, concerns, and technical issues through various communication channels including phone, email, and live chat. The agent will handle walk-in customers, provide accurate information about products and services, and ensure customer satisfaction through effective follow-up and escalation of priority issues. Responsibilities include managing customer accounts using the Client Management System (WHMCS), offering solutions to technical problems, and gathering customer feedback to improve service offerings. The role requires maintaining professionalism, empathy, and a positive attitude in all customer interactions while continuously enhancing technical knowledge and skills. Candidates must have a Diploma or Bachelor’s Degree in IT or a business-related field, a minimum of one year of customer support experience in the IT industry, and proficiency in MS Office. Strong communication, time management, interpersonal, listening, analytical, and critical thinking skills are essential. cPanel certifications are highly preferred, and personal attributes such as persistence, multitasking ability, attention to detail, patience, integrity, motivation, and a positive attitude are critical for success. This position involves working under pressure with minimal supervision to meet customer needs effectively.