Entry-Level Technical Support Representative

About the role

Teleperformance, a provider of customer experience and digitally powered business services, is recruiting an entry-level Technical Support Representative in Nairobi. The role covers phone, chat and other member-facing channels, with a focus on resolving technical issues and improving first-contact resolution.

Key responsibilities

• Deliver prompt, empathetic and effective support across phone, chat and other member-facing channels
• Diagnose and resolve technical issues with connected equipment, escalating complex cases with clear documentation
• Use AI-assisted tools to speed resolution while applying independent judgment
• Identify opportunities to save at-risk memberships and recommend parts or accessories, supporting saved-sale and parts attachment goals
• Maintain accurate case documentation to support root-cause and trend analysis
• Build knowledge of current products, features and known issues, and surface recurring pain points to team leads and partners
• Own the full interaction to deliver a high CSAT experience, and take part in coaching, huddles and skill building

Required profile

• High school diploma (KCSE) or equivalent; relevant coursework or certifications a plus
• 6+ months of contact center, customer service or retail sales experience preferred
• Comfortable troubleshooting connected fitness equipment and basic home network/Wi-Fi issues
• Strong verbal and written communication, professional and patient on the phone and in chat
• Comfortable with sales-oriented conversations and identifying save opportunities
• Flexible to work full-time, including evening and weekend shifts

Required skills

• Proficiency with AI-assisted support tools such as agent-assist software alongside traditional systems
• Ability to navigate multiple systems and applications at once
• Problem-solving mindset and adaptability to new tools and processes