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Gap Recruitment Services Limited is a leading recruitment firm in Kenya where International and local companies find just the right fit talent.
Job Overview
Are you a proactive and hands-on technical professional with a passion for delivering exceptional client support?
Were looking for a Technical Support Assistant Coordinator Security Solutions to join our clients dynamic team.
In this role, youll play a key part in ensuring clients receive timely, high-quality technical support while maintaining excellence in the installation, servicing, and maintenance of electronic security systems. Youll also assist with back-office support, reporting, and client communication serving as a vital link between clients, technicians, and the Technical Support Coordinator Lead.
This position is ideal for someone who thrives in a fast-paced environment, values teamwork, and is eager to grow their expertise in security technologies and customer service.
Key Responsibilities
- Install, maintain, and service a range of electronic security systems including CCTV, access control, barriers, electric fences, PAVA, BMS, IP PBX, parking systems, speedstiles, tripods, intercoms, electric gates, and fire alarms.
- Provide timely and effective technical support to clients, ensuring all preventive maintenance activities are completed as scheduled.
- Monitor and evaluate the performance of the wider support team to ensure adherence to company standards.
- Maintain accurate documentation of all support calls, service activities, and preventive maintenance tasks.
- Attend and resolve client support requests within agreed timelines.
- Escalate complex technical issues to the appropriate leads when necessary.
- Handle client complaints professionally and ensure proper follow-up and resolution.
- Complete job cards for each assignment, detailing tasks completed and observations.
- Identify and recommend opportunities for process and service improvement.
- Participate in meetings, trainings, and continuous improvement initiatives.
- Collaborate with internal stakeholders to gather client feedback, identify recurring issues, and recommend solutions.
- Stay informed on industry trends, emerging technologies, and best practices in customer and technical support.
Relief Responsibilities (Acting as Support Coordinator Lead):
- Supervise the technical support team and allocate tasks in coordination with the Technical Support Lead.
- Manage client communications and correspondence.
- Coordinate with the pre-sales team to prepare and send quotations and follow up with clients.
- Monitor ongoing projects and generate progress reports.
- Lead team meetings and briefings as required.
Qualifications & Experience
- Bachelors degree in a relevant field or equivalent technical experience.
- Minimum of 2 years experience in a technical support or customer service role, preferably within the security solutions industry.
- Strong working knowledge of multiple electronic security systems and technologies, with a willingness to continuously learn.
- Familiarity with general maintenance processes, tools, and methods.
- Excellent communication and interpersonal skills, with the ability to interact effectively with clients, colleagues, and management.
- Proficiency in help desk systems, CRM platforms, and ticketing tools.
- Strong analytical and problem-solving skills, with the ability to remain calm under pressure.
- Highly organized, with strong multitasking and prioritization abilities.
- Customer-focused mindset with a commitment to delivering exceptional service.
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