Technical Support Personnel

NAIROBI, Kenya

Job Title: Technical Support Personnel

Job Overview:

We are seeking a skilled and customer-focused Technical Support Personnel to join our dynamic team. The ideal candidate should have a strong technical background, excellent communication skills, and a passion for providing exceptional customer service. As a Technical Support Personnel, you will play a crucial role in assisting customers with technical issues, troubleshooting problems, and ensuring a positive & execellent customer experience.

Responsibilities:

  1. Customer Support:

    • Provide prompt and effective technical support to customers via phone, email, or chat.
    • Diagnose and troubleshoot technical issues related to software or network connectivity.
  2. Issue Resolution:

    • Investigate and analyze technical problems, identifying root causes and implementing solutions.
    • Escalate complex issues to the appropriate internal teams for resolution.
  3. Documentation:

    • Create and maintain detailed documentation, including troubleshooting steps and solutions.
    • Contribute to knowledge base articles to assist customers and internal teams.
  4. Communication:

    • Communicate technical information in a clear and understandable manner to both technical and non-technical users.
    • Keep customers informed of the status and progress of their technical support requests.
  5. Product Knowledge:

    • Stay updated on product features, enhancements, and updates.
    • Provide training to customers on the effective use of products and services.
  6. Quality Assurance:

    • Ensure a high level of customer satisfaction by delivering timely and accurate technical support.
    • Participate in quality assurance activities to enhance overall support effectiveness.
  7. Collaboration:

    • Collaborate with internal teams, including development and quality assurance, to resolve complex technical issues.
    • Provide feedback on product improvements based on customer interactions.
  8. Continuous Learning:

    • Stay current with industry trends, technologies, and best practices in technical support.
    • Attend training sessions and workshops to enhance technical skills.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Proven experience (1 year) in Linux.
  • Strong knowledge of software, hardware, and network troubleshooting.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Customer-focused with a passion for delivering exceptional service.
Customer Relationship
Technical Expertise

Responsibilities


  • Achieve monthly Customer Satisfaction targets
  • Handle client complaints by offering timely solutions

Must Have

  • Bachelor Degree or Higher
  • Passion for software products
  • Perfect written English
  • Highly creative
  • Linux background

Nice to have

  • Experience in writing online content
  • Strong analytical skills

What's great in the job?


  • Great team of smart people, in a friendly and open culture
  • No dumb managers, no stupid tools to use, no rigid working hours
  • No waste of time in enterprise processes, real responsibilities and autonomy
  • Expand your knowledge of various business industries
  • Create content that will help our users on a daily basis
  • Real responsibilities and challenges in a fast evolving company
Our Product

Discover our products.

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What We Offer


Each employee has a chance to see the impact of his work. You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as weekly sports sessions, team building events, monthly drink, and much more

Perks


Trainings


Sport Activity

Play any sport with colleagues.

Eat & Drink

coffee and
snacks provided.