Our client, a global leader in energy monitoring and management, is looking to recruit a First Line Support to be based in the Nairobi, Kenya offices.
The successful candidate will be responsible for providing assistance and support to the second line support team and customers regarding the company’s products and support services. This role involves administrative design work, addressing and resolving technical product-related issues, offering guidance on product use, and ensuring customer satisfaction through efficient and effective problem-solving.
Key Responsibilities:
- Respond to customer inquiries related to product usage, features, and functionality via ticketing system and phone,
- Provide step-by-step instructions and solutions to resolve product-related issues.
- Escalate complex product issues to second line support or specialised teams as needed.
- Conduct root cause analysis to identify and resolve recurring product problems.
- Utilise remote support tools to assist customers with technical issues.
- Stay up to date with the latest trends and technologies in energy management and apply this knowledge to enhance the value of recommendations.
- Develop a deep understanding of the company’s products, including features, functionality, and common issues.
- Become proficient in all support services including solution design, installation
- verification and on call support.
- Provide feedback to product development teams based on customer interactions and identified issues.
Qualifications:
- Must have a bachelor’s degree in electrical and electronics engineering or a related field.
- Must have at least 2 years of experience in a similar position.
- Previous experience in a product support or helpdesk role preferred.
- Experience with Microsoft Office/Oracle products, Windows and or Linux.
- Strong problem-solving and troubleshooting skills.
- Customer-focused attitude with a high level of patience and professionalism.
- Ability to work independently and as part of a team.
- Proficiency in using remote desktop applications and help desk software.
Please click on the tab below to apply:
Summit Recruitment and Search Africa is a leading Recruitment and Executive Search agency headquartered in Kenya providing outstanding talent to a wide range of companies and NGOs in various business sectors across Africa.
We endeavour to make contact with all of our applicants, but unfortunately, high volumes of applications make this unrealistic. If you do not hear from us within two weeks your application has not been successful on this occasion. This does not mean you will not be considered for future roles so please keep an eye on our job board and apply for positions that match your skills and experience.
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