Customer Support Executive – ISP - Nairobi, Kenya - Corporate Staffing

Description

Responsibilities:

• Respond promptly and professionally to customer inquiries via email, chat, phone, or other communication channels.
• Assist customers with product-related questions, technical issues, and troubleshooting.
• Diagnose and resolve technical issues and challenges reported by customers.
• Escalate complex problems to senior support staff or developers when necessary.
• Develop and maintain a deep understanding of the company's products and services.
• Stay up-to-date with product updates, features, and technical specifications.
• Contribute to the creation and maintenance of customer support documentation, FAQs, and knowledge base articles.
• Ensure that customers have access to self-help resources.
• Provide training and guidance to customers on using the company's software, tools, and platforms effectively.
• Log and track customer support requests and issues using a ticketing system.
• Generate reports on common customer issues and trends for continuous improvement.
• Gather and document customer feedback and suggestions.
• Share feedback with the product development team to influence product improvements.
• Conduct quality checks on support interactions to ensure consistency and adherence to service standards.
• Advocate for customers within the organization to address their needs and concerns.
• Collaborate with other departments, such as sales and product development, to improve the customer experience.
• Monitor customer satisfaction levels and work to enhance overall customer satisfaction.
• Follow up with customers to ensure that issues are resolved to their satisfaction.

Qualifications:

• Bachelor's degree in IT, Computer Science, Business, or Diploma in Business Management, IT, Computer Science or a related field.
• Must have at least 4 Years of proven experience in a Customer support or Call Center role, preferably in the ISP and related industry.
• Strong technical aptitude and the ability to learn company product.
• Excellent communication and interpersonal skills, both written and verbal.
• Problem-solving and analytical skills.
• Empathy and a customer-centric mindset.
• Patience and the ability to remain calm under pressure.
• Familiarity with customer support systems.