{"id":99834,"date":"2026-07-03T12:49:15","date_gmt":"2026-07-03T12:49:15","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/kenya\/uncategorized\/customer-support-representative\/"},"modified":"2026-07-03T12:49:15","modified_gmt":"2026-07-03T12:49:15","slug":"customer-support-representative","status":"publish","type":"post","link":"https:\/\/jobs.dataaxisnode.com\/kenya\/jobs\/nairobi\/customer-support-representative\/","title":{"rendered":"Customer Support Representative"},"content":{"rendered":"<p><script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\/\", \"@type\": \"JobPosting\", \"title\": \"Customer Support Representative\", \"description\": \"About the Role\\nThe 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.\\nKey Responsibilities\\nProduct Troubleshooting & Issue Resolution\\nConduct in-depth product-level troubleshooting across Zeraki Analytics, Zeraki Learning, Zeraki Timetable and Zeraki Finance solutions.\\nInvestigate recurring issues and document identified root causes in the knowledge base.\\nHandle escalations from Tier 1 Associates, ensuring accurate diagnosis before further escalation.\\nCustomer Communication & Coordination\\nCoordinate with school admin via outbound calls SIP\/Phone or WhatsApp to clarify reported issues and gather additional context.\\nProvide proactive status update communications to customers for all open and pending tickets.\\nMaintain a professional, empathetic, and solution-focused tone across all customer touchpoints.\\nTicket & Queue Management\\nManage ticket queues during peak periods and support equitable load redistribution within the team.\\nEnsure all tickets are resolved or correctly escalated within defined SLA resolution windows.\\nAccurately categorize, tag, and document ticket details in the issue tracker for audit and reporting purposes.\\nQuality Assurance & Knowledge Management\\nIdentify patterns in repeat contacts and flag potential product bugs or training gaps to the Customer Support Manager.\\nContribute a minimum of 2 new or updated knowledge base articles per month for common issue types.\\nSupport continuous improvement of support processes through feedback and documentation\\nRequirements\\nEducation\\nBachelor's degree graduate with finance or accounting background and experience. CPA II will be an added advantage.\\nExperience\\n2\u20134 years of experience in a customer support, technical support, or help-desk role.\\nPrior experience supporting SaaS or Ed-tech platforms is an advantage. Technical Skills\\nProficiency with issue tracking and support tools\\nComfort using SIP\/VoIP phone systems and WhatsApp Business for customer communication.\\nAbility to investigate and articulate technical issues clearly for non-technical stakeholders.\\nFamiliarity with knowledge base platforms and willingness to contribute structured documentation.\\nSoft Skills & Competencies\\nStrong analytical and problem-solving skills with a root-cause mindset.\\nExcellent written and verbal communication skills in English and Swahili.\\nHigh degree of organisations, with the ability to manage multiple open tickets simultaneously under pressure.\\nCustomer-first orientation with patience, empathy, and professionalism.\\nCollaborative team player willing to support peers and share knowledge proactively\", \"datePosted\": \"2026-07-02\", \"hiringOrganization\": {\"@type\": \"Organization\", \"name\": \"Zeraki\"}, \"jobLocation\": {\"@type\": \"Place\", \"address\": {\"@type\": \"PostalAddress\", \"addressLocality\": \"Nairobi\", \"addressCountry\": \"KE\"}}, \"directApply\": true, \"validThrough\": \"2026-07-16T23:59:59\", \"employmentType\": \"FULL_TIME\"}<\/script><\/p>\n<p><strong>Company:<\/strong> Zeraki<\/p>\n<p><strong>Location:<\/strong> Nairobi<\/p>\n<p><strong>Job Type:<\/strong> Full Time<\/p>\n<p><strong>Apply Before:<\/strong> 2026-07-16<\/p>\n<h3>Job Description<\/h3>\n<p>About the Role<br \/>The Customer Support Representative Mid-Level serves as a critical link between Zeraki&#8217;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.<br \/>Key Responsibilities<br \/>Product Troubleshooting &#038; Issue Resolution<br \/>Conduct in-depth product-level troubleshooting across Zeraki Analytics, Zeraki Learning, Zeraki Timetable and Zeraki Finance solutions.<br \/>Investigate recurring issues and document identified root causes in the knowledge base.<br \/>Handle escalations from Tier 1 Associates, ensuring accurate diagnosis before further escalation.<br \/>Customer Communication &#038; Coordination<br \/>Coordinate with school admin via outbound calls SIP\/Phone or WhatsApp to clarify reported issues and gather additional context.<br \/>Provide proactive status update communications to customers for all open and pending tickets.<br \/>Maintain a professional, empathetic, and solution-focused tone across all customer touchpoints.<br \/>Ticket &#038; Queue Management<br \/>Manage ticket queues during peak periods and support equitable load redistribution within the team.<br \/>Ensure all tickets are resolved or correctly escalated within defined SLA resolution windows.<br \/>Accurately categorize, tag, and document ticket details in the issue tracker for audit and reporting purposes.<br \/>Quality Assurance &#038; Knowledge Management<br \/>Identify patterns in repeat contacts and flag potential product bugs or training gaps to the Customer Support Manager.<br \/>Contribute a minimum of 2 new or updated knowledge base articles per month for common issue types.<br \/>Support continuous improvement of support processes through feedback and documentation<br \/>Requirements<br \/>Education<br \/>Bachelor&#8217;s degree graduate with finance or accounting background and experience. CPA II will be an added advantage.<br \/>Experience<br \/>2\u20134 years of experience in a customer support, technical support, or help-desk role.<br \/>Prior experience supporting SaaS or Ed-tech platforms is an advantage. Technical Skills<br \/>Proficiency with issue tracking and support tools<br \/>Comfort using SIP\/VoIP phone systems and WhatsApp Business for customer communication.<br \/>Ability to investigate and articulate technical issues clearly for non-technical stakeholders.<br \/>Familiarity with knowledge base platforms and willingness to contribute structured documentation.<br \/>Soft Skills &#038; Competencies<br \/>Strong analytical and problem-solving skills with a root-cause mindset.<br \/>Excellent written and verbal communication skills in English and Swahili.<br \/>High degree of organisations, with the ability to manage multiple open tickets simultaneously under pressure.<br \/>Customer-first orientation with patience, empathy, and professionalism.<br \/>Collaborative team player willing to support peers and share knowledge proactively<\/p>\n<h3>How to Apply<\/h3>\n<p>Interested and qualified? Go to Zeraki on www.zeraki.app to apply<br \/>Build your CV for free. Download in different templates.<\/p>\n<p><a href=\"https:\/\/www.myjobmag.co.ke\/apply-now\/1267832\" target=\"_blank\" rel=\"noopener\" style=\"display:inline-block;padding:10px 20px;background:#2271b1;color:#fff;text-decoration:none;border-radius:4px;\">Apply Now<\/a><\/p>\n<p><small>Source: MyJobMag<\/small><\/p>\n<p><!-- job-expiry: 2026-07-16 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Company: Zeraki Location: Nairobi Job Type: Full Time Apply Before: 2026-07-16 Job Description About the RoleThe Customer Support Representative Mid-Level serves as a critical link between Zeraki&#8217;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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[1408,1409],"tags":[1425,1413,1412,2017],"class_list":["post-99834","post","type-post","status-publish","format-standard","hentry","category-jobs","category-nairobi","tag-full-time","tag-job-listing","tag-myjobmag","tag-zeraki"],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/99834","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/comments?post=99834"}],"version-history":[{"count":0,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/99834\/revisions"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=99834"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/categories?post=99834"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/tags?post=99834"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}