Technical Customer Support AT Mybest Ltd

Technical Support & Customer Service Officer

Job Overview

Our client is seeking a technically capable and customer-focused professional who understands ISP infrastructure, integrated corporate ICT systems and the needs of customers. The successful candidate will provide hands-on technical support while ensuring customer requests are addressed promptly and effectively.

The position will involve carrying out installations, resolving technical problems, maintaining customer equipment and services, and keeping customers informed throughout the resolution process.

Key Responsibilities

• Carry out scheduled installations, troubleshooting activities and maintenance work at customer locations.

• Keep customers updated on the reasons for planned or unexpected service interruptions and communicate progress toward resolution.

• Review incoming service requests and establish whether they can be resolved through the Customer Support Facility or need to be referred to another technical team.

• Offer clear, accurate and prompt technical assistance to customers through telephone support and on-site interactions.

• Support the development and execution of processes designed to strengthen technical support operations and service monitoring.

• Keep comprehensive records covering site resolutions, service performance and relevant operational statistics.

• Prepare daily, weekly and monthly reports covering resolved support tickets whenever required.

• Address customer enquiries concerning service performance, available products and service availability.

• Maintain the required company service levels and quality standards while working in the field.

Candidate Requirements

The successful applicant should demonstrate:

• Sound knowledge of ISP infrastructure and technical support operations.

• Hands-on experience or practical ability in installation, maintenance and technical troubleshooting.

• Strong customer care and interpersonal abilities.

• The capacity to explain technical matters to customers in a simple and understandable manner.

• Effective analytical and problem-solving skills.

• Ability to work effectively with colleagues and other technical teams.

• Competence in preparing reports and maintaining accurate records.

• Ability to manage customer-related technical issues independently while working under general supervision.

• A consistent focus on quality, customer satisfaction and reliable service delivery.

Why Join Us?

This role offers the opportunity to become part of a technical support team responsible for maintaining customer connectivity, resolving service challenges and contributing to better overall service delivery.

Application

Interested and qualified candidates should forward their CV to: hr@mybestjobs.co.ke using the position as subject of email.