Customer Support - Kitengela, Kajiado County

Job summary

We are seeking a motivated Customer Support & QA Assistant to join our team. This is a unique hybrid role that sits at the crucial intersection of customer service and product quality. You will be the voice of our company, providing outstanding support to our clients, and a key player in our development lifecycle, ensuring our software meets the highest standards before it reaches our users.

Responsibilities

• Serve as the primary point of contact for clients via phone, email, and our support ticket system.
• Provide timely, professional, and accurate information and technical assistance regarding our software products.
• Troubleshoot and diagnose user issues, providing clear, step-by-step solutions.
• Escalate complex technical issues to the development team and follow up to ensure resolution.
• Maintain and update our customer support documentation and knowledge base.

Qualifications

• Diploma or Degree in Information Technology, Computer Science, Communications, or a related field.
• Proven experience in a customer support, technical support, or a similar client-facing role.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving abilities.
• A patient, empathetic, and customer-centric mindset.
• Meticulous attention to detail and a methodical approach to tasks.
• Tech-savvy and able to learn new software and systems quickly.
• Ability to work both independently and as part of a collaborative team.

Job description