Technical Support Representative

5 days ago

Nairobi, Nairobi Area, Kenya Cloudoon Full time 60,000 - 120,000 per year

Job Title: Technical Support Intern

Job Overview:

We are seeking a skilled and customer-focused Technical Support Intern to join our dynamic team. The ideal candidate should have a strong technical background, excellent communication skills, and a passion for providing exceptional customer service. As a Technical Support Intern, you will play a crucial role in assisting customers with technical issues, troubleshooting problems, and ensuring a positive & excellent customer experience.

**Responsibilities:**

1. **Customer Support:**

* Provide prompt and effective technical support to customers via phone, email, or chat.

* Diagnose and troubleshoot technical issues related to software or network connectivity.

2. **Issue Resolution:**

* Investigate and analyze technical problems, identifying root causes and implementing solutions.

* Escalate complex issues to the appropriate internal teams for resolution.

3. **Documentation:**

* Create and maintain detailed documentation, including troubleshooting steps and solutions.

* Contribute to knowledge base articles to assist customers and internal teams.

4. **Communication:**

* Communicate technical information in a clear and understandable manner to both technical and non-technical users.

* Keep customers informed of the status and progress of their technical support requests.

5. **Product Knowledge:**

* Stay updated on product features, enhancements, and updates.

* Provide training to customers on the effective use of products and services.

6. **Quality Assurance:**

* Ensure a high level of customer satisfaction by delivering timely and accurate technical support.

* Participate in quality assurance activities to enhance overall support effectiveness.

7. **System Maintenance:**

* Monitor and maintain server and systems uptime to ensure optimal performance.

* Implement preventive measures to minimize downtime and service interruptions.

8. **Collaboration:**

* Collaborate with internal teams, including development and quality assurance, to resolve complex technical issues.

* Provide feedback on product improvements based on customer interactions.

9. **Continuous Learning:**

* Stay current with industry trends, technologies, and best practices in technical support.

* Attend training sessions and workshops to enhance technical skills.

**Required Skills & Qualifications:**

* Strong troubleshooting and analytical skills

* Excellent verbal and written communication

* Knowledge of networking and software systems

* Proficiency in Linux operating systems and command line

*
Available for 12-hour shifts

* Ability to create and manage emergency protocols during system downtimes

* Experience coordinating urgent responses with relevant stakeholders

* Strong prioritization and crisis management skills

* Customer service oriented

*
Bachelor's degree in Computer Science.

* Knowledge of ticketing systems

* Basic scripting/programming skills

* Strong documentation abilities

* Time management skills

* Ability to work under pressure

  • Ability to work independently and collaboratively in a fast-paced environment.
  • Customer-focused with a passion for delivering exceptional service.
  • Available to work 24/7 with one day off in the week(night and day shift.
  • Able to perform other roles as assigned.

Starting pay:

25,000KES

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