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
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