Customer Technical Support Agent

Qualifications and experience

• Degree in IT, Telecommunications or related field
• 1-2 years’ experience in a technical support field or ISP

Core responsibilities

• Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues (internal, network, devices etc.)
• Log and track all customer interactions and issues in the system
• Escalate complex or unresolved issues to the relevant departments
• Follow up with customer to ensure issues are fully restored from an end-to-end process
• Provide clear guidance and instructions to customers in simplified terms
• Monitor service performance and report recurring issues
• Maintain a high level of customer service and professionalism at all times.

Competencies

• Communication and interpersonal skills
• Time Management
• Customer-Focus mindset
• Fluent in both English and Swahili (Written and spoken)

Official statement

“We are committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices”. Only shortlisted applicants will be contacted”.

• Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues (internal, network, devices etc.)
• Log and track all customer interactions and issues in the system
• Escalate complex or unresolved issues to the relevant departments
• Follow up with customer to ensure issues are fully restored from an end-to-end process
• Provide clear guidance and instructions to customers in simplified terms
• Monitor service performance and report recurring issues
• Maintain a high level of customer service and professionalism at all times.

• Communication and interpersonal skills
• Time Management
• Customer-Focus mindset
• Fluent in both English and Swahili (Written and spoken)

• Degree in IT, Telecommunications or related field