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Customer Service/Technical support Agent

Can you offer technical support to customers?

Client Overview

Our client is a highly innovative company, founded in 2014 with the vision to enable affordable mass-market communications in developing countries. The company provides unlimited internet having launched its services in Kibera district and is expanding to cover other districts of Nairobi and other parts of Kenya.

Key Responsibilities: –

  • Providing technical support to the customers, both walk-in and on phone.
  • Go through all platforms, WhatsApp, Email, company im, phone calls, messages and reach out to the customers to understand the nature of their queries.
  • Making welcome calls to the customer a week after they are installed.
  • Making retention calls to the customer seven days before they go delinquent.
  • Create a ticket for each customer interaction, capturing the customer’s complaint/query, the troubleshoots done with the customer, the solution given to the customer till the point of resolution.
  • Maintain high ticket quality throughout all your tickets capturing all the information needed for understanding of the customer’s issue and the steps taken to resolve the issue.
  • Timely raise any outlying tickets that have veered of the scope of our processes with your Team Lead for assistance.

Qualifications: –

  • Must have experience as a support technician at a help desk, handling customer queries directly.
  • Diploma/Degree in IT or any related IT course
  • Experience in the service industry, directly interacting with customers.
  • Flexibility, quick learner, a good Listener and a great team player. Due to the startup nature of our business, roles and tasks shall continually evolve