Customer Support

2 weeks ago

Kitengela, Kajiado, Kenya ECKON Solutions Full time 1,200,000 - 2,400,000 per year

About Us

ECKON SOLUTIONS LTD is a dynamic and innovative software development company dedicated to creating cutting-edge solutions for our clients. We are passionate about technology, committed to excellence, and foster a collaborative environment where our team members can grow and thrive. As we expand, we are looking for a dedicated and detail-oriented individual to join our team.

The Opportunity

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.

If you are a great communicator with a passion for technology and a keen eye for detail, this is the perfect role for you.

Key Responsibilities:

Client Support:

  • 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.

Quality Assurance (QA):

  • Perform thorough quality assurance testing on new features, system updates, and bug fixes before they are released.
  • Develop, execute, and maintain test cases to identify software defects, bugs, and usability issues.
  • Document and report bugs with clear, concise details, including steps to reproduce, for our development team.
  • Collaborate with developers to verify that bug fixes and new features work as intended.

Feedback & Improvement:

  • Gather and relay client feedback to the product and development teams to help drive continuous improvement of our software.
  • Identify recurring customer issues and contribute to long-term solutions.

Required Qualifications & Skills:

  • 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.

Preferred (Bonus) Qualifications:

  • Direct experience in software quality assurance (QA) or software testing.
  • Familiarity with help desk software (e.g., Zendesk, Jira Service Management, Freshdesk).
  • Experience writing test cases or bug reports.
  • A basic understanding of the software development lifecycle (SDLC).

What We Offer:

  • A competitive salary and benefits package.
  • Opportunities for professional growth and career development.
  • A collaborative, supportive, and friendly team culture.
  • The opportunity to play a vital role in a growing technology company and make a real impact on our products and clients.

How to Apply:

Interested candidates are invited to send their CV and a Cover Letter explaining why they are the perfect fit for this hybrid role to

with the subject line:
"Application for Customer Support & QA Assistant"
.

The application deadline is
October 31, 2025
.

ECKON SOLUTIONS LTD is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.