Technical Support Job in Kenya

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Technical Support Job in Kenya

POSITION: Technical Support

LOCATION: Nairobi

Our client, an international organization who is a leading provider of language interpretation services, is seeking to recruit a Technical support.

The successful candidate will be responsible for contributing to the business by supporting global clients and partners.

Will also lead company’s 24*7 service support teams in multiple countries, help customers to resolve their technical issues, assure the customer satisfaction and service SLA.

Duties and Responsibilities

·  Monitor and dispatch customer tickets assigned to the level 2 support team. Analyze the problem and isolate it to the platform or application layer. Resolve application related issues or escalate platform issues to the level 3 support ticket team (R&D).

·  Follow up level 3 tickets, and assist us to analyze, reproduce the issue and test the fix. Provide a quick solution including a workaround to resolve customer issues in a timely manner.


·  Lead and coordinate with other engineers in level 2 support team, including daily issue check, technical discussion, and continuously enhance knowledge base.

·  Be the contact person from level 1 support team, answer technical queries, and build FAQ. Contribute to maintain and improve the capability of level 1 support.

·  Regular analysis of customer tickets to assure the service SLAs. Improve the support process efficiency and bring customer feedback to other teams across the company

·  Answer technical questions of a public developer forum.

Qualifications and Experience

·  Bachelor’s Degree (or equivalent) in IT.

·  5 years working experience.

·  Three – four years’ experience in a computing work environment.

Technical Skills

·  PaaS and SaaS cloud environments.

·  Software stack: google, zoho desk, slack, confluence, gitlab.

·  Programming languages: Javascript, HTML/CSS, Freemarker, MongoDB, REST API.

·  Basic knowledge of cloud applications security, performance issues and best practices.

Soft Skills

·  Good communication with global teams and customers.

·  Be able to translate business needs into technical recommendations.

·  Analysis complex issue.

·  Team leader and Builder.

·  Customer first and handling customer complaints.

To apply, submit your application on our ATS at ats.flexi-personnel.com by 17th DEC 2022 under the TECHNICAL SUPPORT job posting.

All applicants are advised to adhere to application guidelines for consideration.

Only shortlisted candidates will be contacted.

NB: Flexi Personnel does not charge candidates for job placement.

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