Job Description

Senior Customer Support Manager (Technical) Job in Nairobi, Kenya 2019

Our client, a cloud-based merchant technology company, is recruiting for a Senior Customer Support Manager (Technical) to join their team.

Location: Ngong road, Nairobi

Job summary: The job incumbent will offer technical support and provide solutions for all product issues as raised by clients, while carrying out preventive maintenance, ensuring products are efficient at all times and advising clients accordingly.

Duties & Responsibilities:

• Provide technical support for products through troubleshooting and diagnosis of problems, application of methods, and running of tests to ensure that specific issues have been resolved;


• Complete on-site diagnostic tests on company products to resolve problems and ensure products work properly;


• Oversee and enhance the use of customer service channels and enforce support of SLA;


• Perform preventive maintenance: visit clients and perform upgrades, tests and diagnostics to avoid downtime due to product issues;


• Keep up-to-date and accurate documentation on product problems resolved, user manuals and FAQs updated;


• Provide prompt and accurate feedback to clients and potential customers;


• Manage customer deployment and automate the customer on-boarding process;


• Collect customer feedback, keep proper documentation and report the same to supervisor;


• Maintain effective communication with other departments’ employees and customers to ensure coordination and proper exchange of information;


• Train clients on product features, track their satisfaction and submit reports to the management;


• Develop analytics, systems and data management capabilities, including metrics and reports;


• Carry out regular inspections on company software and hardware to assess risk and ensure efficient performance;


• Regularly perform Quality Assurance tests to ensure quality product reviews;


• Engage potential customers to generate sales and engage all company customers to maintain existing and bring back any slipping customers;


• Enhance customer data setups to ensure optimum realization of product value;


• Source for hardware that is compatible with the company’s products;


• Perform any other duties as may be assigned from time to time.

Key Requirements & Competencies

• Bachelors Degree in Computer Science, BBIT or related field;


• At least 3 years of experience working as a customer support in retail automation space;


• Awareness of how SaaS operates;


• Strong communication skills – articulate in speech and writing;


• Excellent problem solving and report writing skills;


• Demonstrate interpersonal skills in building and sustaining relationships with a particular focus on the integration and leading, as well as being a part of a team;


• General QA skills;


• Thorough understanding of the product life-cycle.

Deadline: Interested parties should send their online applications on or before 21st August 2019

Correspondence: Detailed CV to be submitted online at http://goo.gl/T8sryH

Applications not meeting minimum requirements will not be considered.

Only shortlisted candidates will be contacted.

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