Route Africa is seeking a motivated and customer-focused Technical Support Intern – Level 1 to join its support team. The intern will provide first-line assistance to customers experiencing basic technical issues involving domains, web hosting, DNS, email, SSL, cPanel and WordPress while gaining practical experience in a professional hosting and domain-services environment.
The internship runs for 3–6 months and is paid, with the possibility of permanent employment depending on performance and business requirements.
Responsibilities
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Respond to customer support tickets and technical enquiries.
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Assist customers through online and physical support channels.
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Provide Level 1 support for domain-related issues.
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Troubleshoot basic DNS configuration and resolution problems.
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Assist customers with web hosting issues.
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Support email setup, configuration and basic troubleshooting.
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Assist with SSL-related issues and service checks.
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Help customers configure and use cPanel.
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Provide basic WordPress troubleshooting and support.
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Perform initial technical diagnostics and service checks.
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Resolve straightforward technical issues within Level 1 support scope.
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Escalate more complex technical problems to Level 2 Support.
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Document resolved issues and technical solutions.
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Contribute useful information to the support knowledge base.
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Work closely with the technical team while developing practical support skills.
Requirements
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Diploma or Degree in Information Technology, Computer Science or a related field.
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Basic knowledge of domains and domain management.
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Basic understanding of DNS.
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Basic knowledge of web hosting.
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Familiarity with cPanel.
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Basic understanding of email configuration and troubleshooting.
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Basic knowledge of SSL.
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Familiarity with WordPress.
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Good communication skills in English.
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Good communication skills in Swahili.
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Strong customer-service skills.
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Good technical problem-solving abilities.
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Willingness to learn.
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Ability to work in a fast-moving technical environment.
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Fresh graduates with strong practical technical skills are encouraged to apply.
