Level 1 Technical Support Specialist

About the role

Sauti Contact Center is looking for a Level 1 Technical Support Specialist to join its team in Nairobi. The role provides first-level technical support, resolving customer issues, troubleshooting technical problems and escalating complex issues to the right teams so that customers get a seamless experience.

Key responsibilities

• Respond to customer inquiries and technical issues by phone, email or chat in a professional and timely way
• Diagnose and resolve technical issues related to the software, systems and platforms supported for clients
• Open, update, manage and close support tickets in line with SLA requirements
• Give customers step-by-step guidance on troubleshooting and problem resolution
• Escalate complex issues to Level 2 support or other departments
• Record customer interactions, issues and solutions accurately in the support database
• Work with cross-functional teams on recurring technical issues and stay up to date on product knowledge and industry trends

Required profile

• Proven customer support experience, preferably in a technical support capacity; previous technical support experience preferred
• High school diploma or equivalent; technical certifications are a plus
• Excellent written and verbal communication, good typing speed and accuracy, and ability to adapt to different customer styles
• Strong problem-solving and critical thinking skills, and good time management

Required skills

• Strong knowledge of Windows and Mac operating systems and related PC and Mac software
• Knowledge of security features in operating systems, software, websites and platforms
• Remote support tools
• Familiarity with ticketing systems and customer support software

What we offer

• Competitive salary
• Professional development opportunities
• A collaborative and inclusive work environment