Posted:3 hours ago
By:Hiring Kenya
Company Details
Industry:
Telecommunications
Description:
The world is rapidly changing and the job market is no exception, with the future of work becoming increasingly dependent on digital skills. Unfortunately, young people are struggling to keep up and are three times more likely to be unemployed compared to other age groups, leading to long-lasting impacts on their careers and financial stability. To address this problem, a cutting-edge workforce extension program has been developed to train and connect young people to digital and tech job opportunities. The program emphasizes the development of innovation, creativity, and soft skills, which are crucial for success in the job market. It delivers the program over the internet, making it accessible and convenient for young people from all backgrounds and locations to participate and gain the skills and experience they need. The program also provides a platform for young people to connect with industry professionals and gain practical experience in their field of interest. This is a game-changer for youth unemploy
Job Description
- We are seeking a Support Desk Agent to provide front-line technical support, ticket triage, and customer service for internal and external users. You’ll be the first point of contact for technical issues—diagnosing problems, documenting resolutions, and ensuring SLA compliance across every interaction. The ideal candidate combines strong troubleshooting skills across networking, systems, hardware, software, and cloud platforms with exceptional communication and a customer-first mindset that maintains high-quality service in a fast-paced environment.
Core Responsibilities
- Ticket Management & Customer Support: Respond to incoming support requests via phone, email, Sales IQ chats, and ticketing system. Accurately classify, prioritize, and assign tickets in alignment with established procedures. Diagnose and resolve common technical issues or route to the appropriate engineering teams. Provide clear, professional communication with customers throughout the issue lifecycle.
- Incident Resolution & Troubleshooting: Troubleshoot issues related to networking, systems, user access, hardware, software, AI model training, and cloud platforms. Document all troubleshooting steps, findings, and resolutions in the ticketing system. Follow escalation procedures for complex issues or outages.
- SLA Compliance & Quality Standards: Maintain SLA targets for response time, update cadence, and resolution time. Ensure ticket notes are complete, accurate, and reflect Support Desk standards. Follow all support playbooks, SOPs, and operational policies.
- Monitoring & Alert Response: Respond to automated system alerts and monitoring notifications. Perform initial investigation and follow escalation protocols as needed.
- Knowledge & Documentation: Contribute to the internal knowledge base by documenting repeatable fixes. Identify gaps in documentation and collaborate with the Support Desk Manager to enhance resources.
- Customer Experience & Professionalism: Provide empathetic, clear guidance to users with varying levels of technical experience. Maintain a customer-first mindset while representing the company professionally at all times. Ensure rapid responses to all GSC Support chats from Sales IQ and Garber Support Requests.
- Time Tracking: Track time and attendance in Zoho Project task's time logs. Track support-focused time via Support Issue tickets.
- Bring new perspectives that challenge assumptions and add original thinking.
- Ensure approaches align with organizational goals before execution.
Salary: Discuss During Interview
Education: Diploma
Employment Type: Full Time
