Company: Flashnet Technologies Ltd

Experience Required: 2–4 years in telecom or similar customer-facing roles

Industry Preference: Telecom, Internet Service Providers (ISP), IT/Managed Services

Job Summary

We are looking for a proactive and customer-focused Customer Support Executive to join our growing team. The successful candidate will serve as the primary point of contact for our customers, ensuring timely resolution of enquiries, incidents, and service requests while delivering an exceptional customer experience. The ideal candidate should have experience in the telecommunications or ICT industry and be passionate about building strong customer relationships.

Key Responsibilities

• Act as the first point of contact for customers via phone, email, and support channels.
• Respond to customer inquiries regarding internet connectivity, service disruptions, billing, or support tickets.
• Log, prioritize, and follow up on incidents and service requests using the CRM/ticketing system.
• Coordinate with the technical team to ensure timely resolution of client issues.
• Escalate unresolved issues to higher-level support or engineering teams as needed.
• Maintain clear, professional, and timely communication with clients throughout the support process.
• Provide onboarding and usage guidance to new customers for services such as internet, cloud, cybersecurity, etc.
• Assist in preparing service reports, performance feedback, and customer insights for management.
• Help manage customer satisfaction surveys and feedback loops.
• Ensure SLA (Service Level Agreement) commitments are met for all customer interactions.

Required Qualifications & Skills

• Bachelor’s degree or diploma in IT, Business Administration, Telecommunications, or a related field.
• 2–4 years of customer service or technical support experience in a leading telecom company, ISP, or Managed IT Services provider.
• Strong understanding of internet services, broadband, and basic network troubleshooting.
• Excellent verbal and written communication skills in English and Swahili.
• Familiarity with CRM, ticketing systems, or helpdesk tools (e.g., Zoho, Freshdesk, etc.).
• Customer-first attitude with a focus on issue resolution and relationship management.
• Ability to multitask, remain calm under pressure, and follow up rigorously.

Preferred Skills

• Experience handling B2B (business-to-business) customers.
• Knowledge of fiber internet, VPNs, and business connectivity solutions.
• Technical understanding of routers/modems, static IPs, and customer premise equipment.

• Act as the first point of contact for customers via phone, email, and support channels.
• Respond to customer inquiries regarding internet connectivity, service disruptions, billing, or support tickets.
• Log, prioritize, and follow up on incidents and service requests using the CRM/ticketing system.
• Coordinate with the technical team to ensure timely resolution of client issues.
• Escalate unresolved issues to higher-level support or engineering teams as needed.
• Maintain clear, professional, and timely communication with clients throughout the support process.
• Provide onboarding and usage guidance to new customers for services such as internet, cloud, cybersecurity, etc.
• Assist in preparing service reports, performance feedback, and customer insights for management.
• Help manage customer satisfaction surveys and feedback loops.
• Ensure SLA (Service Level Agreement) commitments are met for all customer interactions.

• Strong understanding of internet services, broadband, and basic network troubleshooting.
• Excellent verbal and written communication skills in English and Swahili.
• Familiarity with CRM, ticketing systems, or helpdesk tools (e.g., Zoho, Freshdesk, etc.).
• Customer-first attitude with a focus on issue resolution and relationship management.
• Ability to multitask, remain calm under pressure, and follow up rigorously.
• Experience handling B2B (business-to-business) customers.
• Knowledge of fiber internet, VPNs, and business connectivity solutions.
• Technical understanding of routers/modems, static IPs, and customer premise equipment.

• Bachelor’s degree or diploma in IT, Business Administration, Telecommunications, or a related field.
• 2–4 years of customer service or technical support experience in a leading telecom company, ISP, or Managed IT Services provider.