Customer Service Representative

Key Responsibilities:

• Acknowledge and resolve customer complaints, requests, and issues effectively and efficiently.
• Provide accurate information about our products and services to customers.
• Troubleshoot and resolve technical issues customers may encounter with our products.
• Escalate unresolved issues to the appropriate internal teams and follow up to ensure timely resolution.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Collaborate with other departments to ensure a seamless customer experience.
• Keep accurate records of customer interactions, transactions, comments, and complaints.
• Identify and escalate trends of compounding customer issues, such as product outages.
• Guides users through App installations, Activation flows, and common platform challenges
• Communicates with a warm, empathetic tone aligned with brand values.
• Utilizes internal documentation to resolve inquiries or escalate when necessary.

Requirements

• High Empathy
• Experience in a direct-to-consumer or technology company.
• Familiarity and experience with troubleshooting software technologies – such as Software-as-a-Service, web apps, mobile apps, etc
• Familiarity and experience with troubleshooting TV-related technologies — such as HDMI, cable standards, and Multi-Service Operators (MSOs)
• Proficiency in using help desk software and CRM systems for example, HubSpot Service Hub.
• Familiarity with a technology solution that is dependent on both hardware and software components (i.e. Smart Cameras, Smart Doorbells, etc)
• Someone who works with minimal micromanagement while still achieving or exceeding the targets set
• Someone who will not have attendance and or adherence issues that will lead to accountability conversations
• Someone who is solution-driven while practicing self-directed learning
• Someone receptive to feedback while focusing on the best version of themself
• Proven customer support experience or experience in a similar role
• Excellent written and verbal English communication skills.
• Strong problem-solving skills and the ability to think critically.
• Ability to multitask, prioritize, and manage time effectively.
• Ability to adapt and thrive in a fast-paced environment.

Technical Requirements (BYOD)

• Internet Speed of 50 - 55 Mbps / Upload Speed 50 - 55 Mbps
• System: Windows 10 or more. 32-bit operating system.
• RAM 8GB or more
• Processors - Intel Core i5 or up.
• Laptop - Bring your Own Device (No Chromebook, Linux OS, or Desktop)
• Wired headset
• Quiet working environment.

Job Type:

• Full-time, remote
• This role reports directly to the Customer Service Team Leader
• We are currently only recruiting from Kenya for this role.