Josephat Wambugu

Upwork Top Rated Plus | 9,500+ Hours | Technical & Customer Support Expert

San Francisco, CA, US.

June 2024 – Present 

Responsibilities

• Enhancing student success through first-rate technical and academic support.
• Manage initial inquiries and resolve common issues to ensure a smooth educational journey for every student.
• Empower students with the tools and knowledge they need to succeed.
• Act as the main IT administrator for onboarding and offloading employees
• Provide student employment verification through Salesforce 
• Diagnose underlying issues to determine appropriate solutions or the need for escalation to Tier II support. 
• Accurately document all student interactions, issues, and resolutions in the student support system.
• Educate students on self-service options and resources available for common issues.

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Customer & Technical Support Specialist | IPTV Partners | Part-Time 

Toronto, Canada.

May 2020 – Nov 2024 

Responsibilities

• Provide Technical Support for Android TV Boxes.
• Respond to customers inquiries.
• Update and enter Customer information on Zoho.
• Support and troubleshoot customers' TV boxes on TeamViewer.

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Outreach Specialist/Content Manager |AWISEE ·March 2022 – June 2024

Sweden, Stockholm 

Responsibilities

• Team management, including overseeing writers and ensuring they produce high-quality content that aligns with the company's goals and objectives.
• Content planning and strategy involve creating a content strategy that aligns with the company's overall marketing goals.
• Time management and prioritization involve creating content calendars, setting deadlines, and ensuring that writers meet those deadlines.
• Communication and collaboration, which involves working with other teams and stakeholders to ensure that the content meets the required quality standards.
• Talent acquisition and management, which involves finding and hiring talented writers with the right skills and expertise to create exceptional content.
• Quality control and feedback provision, which involves providing feedback and guidance to the writers to ensure that their work meets the company's expectations.
• Outreach Campaign Planning: strategize and plan outreach campaigns to effectively reach out to target websites.
• Content Collaboration: Collaborating with content creators or clients' content teams to develop link-worthy content.

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Customer Success  Manager,

Testrail by Gurock | Germany, | Nov 2022-Sep 2023 

Responsibilities

• As a former Customer Success Manager, I provided comprehensive support to our customers during my tenure, addressing their product and billing inquiries, processing orders, managing cloud subscriptions, and tracking opportunities using our internal tools. 
• My proactive approach to customer support ensured that their requests were addressed promptly and efficiently, and I leveraged my expertise in customer relationship management to build and maintain strong customer relationships. 
• Through exceptional customer service via email, online chat, and other channels, I consistently aimed to exceed our customers' expectations and contribute to the ongoing success of our organization.
• Quote generation, Invoice Generation, refunds, and customer management using the HubSpot® CRM.
• Customer product knowledge through creating user-friendly guides, FAQs, or knowledge bases to address common questions and concerns

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Tech Support Admin | BACF Inc | Part-time

May 2021 - Nov 2022 , United States

• System Maintenance: Maintaining the organization's computer systems, servers, and network infrastructure. This includes installing, configuring, and updating operating systems, software applications, and hardware components to ensure optimal performance and reliability.
• User Support: Provide technical support to end-users, including troubleshooting hardware and software problems, assisting with system configurations, and addressing user inquiries or issues related to IT services.
•  Security Management: Implement and maintain IT security measures to protect against cyber threats, viruses, malware, and unauthorized access. This includes managing user access controls, implementing security policies, and conducting security audits and assessments.
•  Documentation and Training: Maintain documentation of IT systems, configurations, and procedures to facilitate knowledge sharing and troubleshooting.

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Pilothouse Digital

Comment Moderator/Nov 2020 - May 2022

Responsibilities:

Review Comments:

•  Regularly monitor comments on various platforms (websites, social media, forums, etc.).
• Assess comments for compliance with community guidelines, terms of service, and legal regulations.
• Identify and address inappropriate or offensive content, such as hate speech, harassment, spam, or scams.

Enforcing Guidelines:

•  Enforce community guidelines consistently and fairly.
• Remove or edit comments that violate guidelines.
• Warn or ban users who repeatedly violate guidelines, following established protocols.

Maintaining Civility:

• Encourage respectful and constructive dialogue among users.
• Mediate conflicts between users when necessary.
• Foster a positive and welcoming atmosphere within the community.

Responding to User Inquiries:

• Address user inquiries or complaints regarding comments or moderation decisions.
• Provide explanations for moderation actions taken, when appropriate.

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Jet Counsel /Jawabkom

Senior level | Computer/Tech Specialist, Dubai, UAE 

2017-07-01- 2018-03-01

• I worked as a Technical Support Specialist, Customer Service assistant, and provided any tech support required. -Help customers install and configure computer hardware, operating systems, and applications 
• Help monitor and maintain computer systems and networks 
• Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.
• Installed and configured computer systems, diagnosed hardware/software faults, and solved technical problems over the phone or through TeamViewer. 
• Troubleshoot system and network problems, diagnosing and
• solving hardware or software faults 
• Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues -Following instructions, either written or in diagram form, in order to set up a system or fix a fault. 
• Social media setup, configuration, and management.
• Computer reset, system and hardware management.
• All technical, electronics and IT systems advice – Data Management & Analytics.

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ICT Officer 

County Government of Nyeri | Nyeri, Kenya | Dec 2016-Apr 2019

• Preparing and ensuring timely disbursement of Elimu Fund - System maintenance - Hardware Management
• Website Management - Monitoring and maintaining computer systems and networks - 
• Educate and train staff/ users through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
• (Technical Support) - Troubleshoot system and network problems, diagnosing and solving hardware or

BSC. Computer Science