Technical Support Associate at Twiga Foods

The Technical Support Associate is fully responsible for running the technical support function within the Twiga Tech, offering, and ensuring elevated levels of product support, managing tickets that are raised through the help-desk within the stipulated timelines as well as reporting on the status of the help-desk. The role holder may be required to work in shifts as directed by the Engagement Manager.

Key Responsibilities

• Provide end to end technical support related to all Twiga tech products.
• Conduct root analysis of technical issues and document for actioning
• Respond to all issues raised through the support desk on a timely fashion by ensuring all support issues raised through Tech support channels are responded to adhering to the support SLA (Service Level Agreement). 
• Ensure that all technical issues, once resolved, are correctly communicated to the relevant stakeholders, and closed on the support desk.
• Ensure correct escalation of issues from support level 1 to support level 2, and further escalation of any un-resolved issues to the Product and Technical managers.
• Document any feature bugs and share with the relevant stakeholders.
• Produce weekly and monthly summary management reports on technical support tickets.
• Monitor the system, diagnosis for any system failures and give timely updates to relevant stakeholders.
• Arrange, conduct, and document support sync meetings with relevant team leads after a successful support cycle.

Minimum Requirements And Qualifications

• Bachelor's in business IT (Information Technology), business systems engineering, or similar field along with relevant work experience.
• At least 2 years of experience in customer support roles.
• Experience working with multicultural environments, skilled and semi-skilled labor force.
• In-depth knowledge of office application software, including data handling and reporting.
• Strong written and verbal communication skills.
• Ability to Analyse data, produce reports on issues, and recommend resolutions.
• Excellent presentation and reporting skills.
• Comfortable working with large groups of individuals.
• Adept at using visual and other aids to emphasize important points.
• Open to change and flexible in a fast-paced environment.
• Ability to design and use any design tools is an added advantage.
• Proven integrity. Transparency and accountability.
• Excellent listening and questioning skills, combined with the ability to interact confidently with key stakeholders. to establish what the problem is and explain the solution.

Twiga is an Equal Opportunity Employer. We champion equal treatment of all applicants. Twiga does not charge its applicants any fees whatsoever and has not authorized any agent to levy any fees on its behalf. If anyone requests you to make any payment with respect to this application, please report the incident to info@twiga.com or to our hotline on +254 (0) 709 258 000.