Customer Excellence Lead (Technical Support) at Tech Care for All Africa (TC4A)

Role Overview

• We are seeking a Customer Excellence Lead to ensure our customers receive timely and effective assistance. This role is ideal for someone with hands-on experience in resolving technical issues and managing customer relationships in a fast-paced environment. You will be responsible for providing technical support, onboarding clients, and ensuring a seamless user experience.

Key Responsibilities

Technical Support & Troubleshooting

• Provide hands-on support for resolving customer issues related to platform functionality and performance.
• Troubleshoot and resolve technical issues, escalating complex problems to the development team when needed.
• Maintain detailed records of customer interactions and solutions.

Customer Onboarding & User Training

• Guide new clients through the onboarding process, ensuring successful implementation and adoption of the MLH platform.
• Conduct training sessions to help users maximize platform features.
• Develop and update user-friendly documentation, including guides, FAQs, and how-to videos.

System Monitoring & Issue Management

• Monitor platform performance and proactively address potential technical issues.
• Report recurring technical problems and suggest improvements to prevent future occurrences.
• Work closely with the tech team to test and validate system updates before release.

Customer Relationship Management

• Build strong relationships with clients by providing empathetic and responsive support.
• Regularly follow up with clients to ensure their needs are met and gather feedback to improve the platform.
• Act as the bridge between customers and the internal team, advocating for client needs and concerns.

Process Improvement

• Contribute to the development and refinement of support processes and tools.
• Identify opportunities to improve the customer experience and reduce response times.

Qualifications and Skills

• Diploma or Bachelor’s degree in IT, Computer Science, or a related field (or equivalent practical experience).
• 2-4 years of experience in technical support or customer service, ideally in a SaaS or tech-driven organization.
• Solid understanding of troubleshooting techniques and basic web technologies.
• Strong communication skills, with the ability to explain technical concepts in simple terms.
• Experience in the healthcare or e-learning sector is a plus.

Preferred Traits

• Customer-focused with excellent problem-solving skills.
• Proactive, detail-oriented, and capable of managing multiple tasks simultaneously.
• Team player with a passion for technology and making a positive impact.

Why Join Us?

• Work at the intersection of healthcare and technology, impacting lives across Africa.
• Join a growing, mission-driven organization with opportunities for career advancement.
• Competitive salary within the range of KES 60,000 – 80,000 per month.