Customer Support Representative
About the Role
- The Customer Support Representative (Mid-Level) serves as a critical link between Zeraki’s customers and internal teams. Operating across Tier 1, this role handles deeper product-level troubleshooting, manages escalated and complex tickets, and ensures customers receive timely, high-quality resolutions across the Zeraki Analytics, Zeraki Learning, Zeraki Timetable and Zeraki Finance.
Key Responsibilities
Product Troubleshooting & Issue Resolution
- Conduct in-depth product-level troubleshooting across Zeraki Analytics, Zeraki Learning, Zeraki Timetable and Zeraki Finance solutions.
- Investigate recurring issues and document identified root causes in the knowledge base.
- Handle escalations from Tier 1 Associates, ensuring accurate diagnosis before further escalation.
Customer Communication & Coordination
- Coordinate with school admin via outbound calls (SIP/Phone) or WhatsApp to clarify reported issues and gather additional context.
- Provide proactive status update communications to customers for all open and pending tickets.
- Maintain a professional, empathetic, and solution-focused tone across all customer touchpoints.
Ticket & Queue Management
- Manage ticket queues during peak periods and support equitable load redistribution within the team.
- Ensure all tickets are resolved or correctly escalated within defined SLA resolution windows.
- Accurately categorize, tag, and document ticket details in the issue tracker for audit and reporting purposes.
Quality Assurance & Knowledge Management
- Identify patterns in repeat contacts and flag potential product bugs or training gaps to the Customer Support Manager.
- Contribute a minimum of 2 new or updated knowledge base articles per month for common issue types.
- Support continuous improvement of support processes through feedback and documentation
Requirements
Education
- Bachelor’s degree graduate with finance or accounting background and experience. CPA II will be an added advantage.
Experience
- 2–4 years of experience in a customer support, technical support, or help-desk role.
- Prior experience supporting SaaS or Ed-tech platforms is an advantage. Technical Skills
- Proficiency with issue tracking and support tools
- Comfort using SIP/VoIP phone systems and WhatsApp Business for customer communication.
- Ability to investigate and articulate technical issues clearly for non-technical stakeholders.
- Familiarity with knowledge base platforms and willingness to contribute structured documentation.
Soft Skills & Competencies
- Strong analytical and problem-solving skills with a root-cause mindset.
- Excellent written and verbal communication skills in English and Swahili.
- High degree of organisations, with the ability to manage multiple open tickets simultaneously under pressure.
- Customer-first orientation with patience, empathy, and professionalism.
- Collaborative team player willing to support peers and share knowledge proactively