Technical Support Representative | TP Kenya

Key Job 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 and improve first-contact resolution, while still applying independent judgment

Identify opportunities to save at-risk memberships and recommend applicable parts or accessories, supporting saved-sale and parts attachment goals

Maintain accurate, detailed case documentation to support root-cause and trend analysis

Build and maintain a working knowledge of current products, features, and known issues as they evolve

Advocate for members by surfacing recurring pain points and friction to team leads and cross-functional partners

Contribute to a high CSAT experience 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 ongoing technology rollouts

Qualifications

High school diploma or equivalent; relevant coursework or certifications a plus

6+ months of contact center, customer service, or retail sales experience preferred

Comfortable troubleshooting connected fitness equipment and basic home network/Wi-Fi connectivity issues

Proficient using AI-assisted support tools (e.g., agent-assist software) alongside traditional systems

Strong verbal and written communication skills; professional, patient, and courteous phone/chat presence

Ability to navigate multiple systems and applications simultaneously while staying focused on the member

Comfortable with sales-oriented conversations, including identifying save opportunities and recommending relevant parts/accessories

Problem-solving mindset with the flexibility to think beyond the script when a standard fix doesn't apply

Flexibility to work a full-time schedule, including evening and weekend shifts

Adaptability to new technology and process changes, including participating in phased tool rollouts

Minimum qualifications

BA/BSc/HND , Diploma

How to apply

Interested and qualified candidates should apply using the Apply Now button below.

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