Support Specialist

Role Overview

The Support Specialist will provide assistance to educational institutions utilizing the Rongeka Africa platform. This role requires addressing customer inquiries, managing basic technical difficulties, guiding clients through onboarding processes, and delivering exceptional user support.

Key Responsibilities

• Handle customer questions received via WhatsApp, email, and telephone.
• Support schools during onboarding and initial system configurations.
• Diagnose and resolve straightforward user issues, and escalate more complex challenges.
• Conduct training sessions and system demonstrations for users.
• Document and monitor customer support tickets.
• Perform follow-up communications to ensure successful issue resolution.
• Gather client feedback and identify frequent problems to inform improvements.

Qualifications and Skills

• Educational background: Diploma or Degree in Information Technology, Computer Science, Business Information Systems, or related disciplines.
• Strong communication abilities coupled with excellent customer service skills.
• Proficient in basic computer troubleshooting.
• Effective analytical and organizational skills.
• Capability to function both autonomously and collaboratively.

Preferred Experience

• Prior exposure to customer support or helpdesk environments.
• Familiarity with educational institutions or SaaS platforms is considered an advantage.