Technical Support Staff

Job Mode: Hybrid

Renumeration: 90,000 - 120,000

Company Description

Aspiralane is an AI-powered education platform that guides students from secondary school through undergraduate and graduate studies toward global careers. The company helps learners build strong academic and extracurricular profiles, access scholarships, secure admissions, and achieve long-term success. Using smart pathways, personalized support, and digital tools, Aspiralane makes global education more seamless, affordable, and accessible. The platform focuses on empowering students across Africa and beyond to thrive in the classroom and in their careers. Aspiralane’s mission centers on unlocking global opportunities for millions of students from classroom to career.

Role Description

The Technical Support Staff role is a full-time, hybrid position based in Lagos, with some work-from-home flexibility. The individual in this role will provide technical and customer support to students and partners using Aspiralane’s platform, responding to inquiries via email, chat, and phone. Day-to-day responsibilities include diagnosing and troubleshooting technical issues, guiding users through product features, escalating complex problems, and tracking incidents to resolution. The role also involves documenting recurring issues, collaborating with product and engineering teams to improve platform reliability, and maintaining high levels of customer satisfaction. The Technical Support Staff will contribute to continuous service improvement by analyzing support trends and suggesting enhancements to workflows and user experience.

Key Responsibilities

1. Onboarding & Platform Setup (Businesses & Partners)

• Support onboarding of individuals and institutional clients onto the platform
• Set up client accounts, user profiles, access permissions and initial system usage
• Configure inventory systems and related workflows 
• Guide clients through workflows and ensure proper understanding of platform functionality
• Provide basic training or walkthroughs where necessary
• Ensure new users and clients are successfully activated and operational

2. User & Client Support (Remote & On-Site)

• Provide timely, professional, and empathetic support to users via email, other communication channels and in-person interactions
• Deliver on-site support at client locations when required
• Assist users in navigating the platform, understanding features, and completing key actions
• Resolve common user issues such as:
• Login and authentication problems
• Access and permission errors
• General platform usage challenges
• Ensure a high standard of customer experience in all interactions

3. Technical Troubleshooting & Issue Resolution

• Independently diagnose and resolve routine platform issues
• Apply structured troubleshooting methods to identify root causes of problems
• Interpret error messages and system behavior to guide resolution
• Reproduce user-reported issues to validate and understand technical faults
• Distinguish between user error, system error, and configuration issues

4. Debugging Support & Escalation

• Escalate complex or unresolved issues to Product/Engineering teams with clear and complete documentation
• Provide detailed context including:
• Steps to reproduce the issue
• Screenshots, logs, or relevant data points
• Suspected causes (where possible)
• Work closely with engineers during debugging to test fixes and confirm resolution
• Follow up on escalated issues and communicate updates to users

5. Data Tracking

• Maintain accurate records of user interactions, issues, and resolutions
• Track support metrics such as issue types, resolution time, and recurring problems
• Use Excel (or similar tools) to:
• Log and organize support data
• Analyze trends and recurring issues
• Prepare simple reports for internal review
• Ensure proper documentation and tracking of all support activities

8. Tools & System Management

• Use CRM or ticketing systems to manage and track user issues
• Maintain organized records of tickets, escalations, and resolutions
• Ensure no user issue is left unresolved or untracked 

Requirements

• Must have completed NYSC
• Minimum of 1 year experience in a technical support, IT support, or similar role
• Proficiency in Technical Support and Troubleshooting to diagnose and resolve technical issues effectively
• Ability to read and understand basic code or technical outputs (e.g., logs, API responses)
• Familiarity with APIs, debugging concepts, or system workflows is an advantage
• Strong analytical skills to assess and resolve complex problems and optimize system performance
• Strong Microsoft Excel proficiency
• Customer support and customer satisfaction skills to interact professionally with users and ensure a positive experience
• Strong communication and organizational abilities
• Familiarity with tools like Google Workspace, CRMs, or support tools

Apply here: https://forms.gle/G9KAG2Y8gcGeXgSK9