Technical Support Representative

About the role

Teleperformance is hiring a Technical Support Representative in Nairobi (Westlands) to deliver prompt, empathetic and effective support to members across phone, chat and other member-facing channels. The role covers diagnosing and resolving technical issues with connected equipment, while also helping to save at-risk memberships and recommend parts and accessories.

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 and improve first-contact resolution, while applying independent judgment
• Identify opportunities to save at-risk memberships and recommend applicable parts or accessories, supporting saved-sale and parts attachment goals
• Maintain accurate, detailed case documentation to support root-cause and trend analysis
• Build and maintain knowledge of current products, features and known issues as they evolve
• Advocate for members by surfacing recurring pain points and friction to team leads and cross-functional partners
• Contribute to a high CSAT experience by owning the full interaction, not just the immediate fix
• Participate in coaching, huddles and skill-building tied to team performance targets, and stay current on new tools and workflows

Required profile

• High school diploma 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 skills, with a professional, patient and courteous phone and chat presence
• Ability to navigate multiple systems and applications at once while focusing on the member
• Comfortable with sales-oriented conversations, including identifying save opportunities and recommending parts and accessories
• Problem-solving mindset and flexibility to think beyond the script
• Flexibility to work a full-time schedule including evening and weekend shifts, and adaptability to new technology and process changes