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Technical Support Representative | TP Kenya at Teleperformance
JobSearch
Nairobi 🇰🇪 Kenya
Posted 1 day ago (27 Oct 2026) Updated about 2 hours ago
How to Apply
Apply using the provided application link.
Job Description
The Technical Support Representative provides empathetic, multi‑channel assistance to members, diagnosing technical issues and escalating complex cases when needed. The role maintains detailed case records, contributes to knowledge bases, and helps improve first‑contact resolution using AI‑assisted tools.
Qualifications & Requirements
- • High school diploma or equivalent
- BA/BSc/HND or Diploma preferred.
- • Relevant coursework or certifications in technical support or IT a plus.
- • Minimum 2 years of customer‑service or technical support experience.
Required Skills
Responsibilities
- • Deliver prompt, empathetic, and effective support across phone, chat, and other member‑facing channels.
- • Diagnose and resolve technical issues with connected equipment, escalating complex cases with clear documentation.
- • Use AI‑assisted tools to speed resolution while applying independent judgment.
- • Identify opportunities to save at‑risk memberships and recommend relevant parts or accessories.
- • Maintain accurate, detailed case documentation for root‑cause and trend analysis.
- • Build and maintain working knowledge of current products, features, and known issues.
- • Advocate for members by surfacing recurring pain points to team leads and cross‑functional partners.
- • Contribute to high CSAT by owning the full interaction, not just the immediate fix.
- • Participate in coaching, huddles, and skill‑building tied to team performance targets.
- • Stay current on new tools and workflows introduced through technology rollouts.