Job Title: Customer Support Specialist
Location:Nairobi, Kenya
Job Type: Full-Time
Reports to:Customer Success
About Us:
Tier Data Limited is a fast-growing IT services provider and a member of Centum Group. Established in 2015, we specialize in delivering IT systems integration services to medium-sized businesses facing expansion challenges. Our goal is to be our clients’ preferred IT firm in navigating the complex IT landscape. We’ve successfully deployed over 100 technological innovations, serving more than 10,000 users across 200+ projects in the East African region.
Job Summary:
As a Customer Success Specialist, you will play a crucial role in ensuring our IT clients achieve their desired outcomes with our services. You will build strong relationships with clients, understand their needs, and proactively support them to maximize the value they derive from our solutions. This entry-level position offers an excellent opportunity to grow within our Customer Success team and contribute to our mission of delivering exceptional IT services.
Key Responsibilities:
- Answer and manage inbound calls, emails, and chat inquiries from clients.
- Assist clients with basic technical issues and service-related questions.
- Handle and resolve customer complaints in a professional and timely manner.
- Create, update, and track support tickets to ensure issues are addressed and resolved.
- Provide clear and accurate information to clients about our IT and SaaS products and services.
- Assist in the onboarding process for new clients by providing initial support and guidance.
- Follow up with clients to ensure their issues are resolved and gather feedback on their experience.
- Maintain accurate records of client interactions and service issues in our CRM system.
- Support the Customer Success team with administrative tasks as needed.
Qualifications:
- Diploma or relevant qualification in Communications, Sales, Business, or a related field (IT-related qualification is a plus).
- Basic understanding of IT and SaaS products is a plus.
- Strong communication skills and a customer-centric attitude.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Basic problem-solving skills and attention to detail.
- Proficiency in Microsoft Office Suite; experience with CRM or support ticketing systems is an advantage.
- Positive demeanor and eagerness to learn and grow in a customer-focused role.
What We Offer:
- Competitive salary and benefits package.
- Opportunity to work in a dynamic and supportive environment.
- Professional development and growth opportunities.
- A chance to contribute to impactful projects and build a rewarding career in customer success.
How to Apply:
Interested candidates should send their resume and a cover letter outlining their qualifications and interest in the position to [email protected] by 30th September 2024.
