Vacant Positions at Solvo Global

Key Responsibilities:

• Manage client communications and follow up on missing documentation
• Organize, upload, and maintain client records and tax documents
• Administer workflows and client accounts through TaxDome
• Coordinate electronic signatures and tax return delivery processes
• Support billing, invoice tracking, and administrative operations
• Ensure document accuracy, completeness, and compliance with internal procedures

Requirements:

• Minimum 2 years of experience in a Tax Accounting Firm
• Experience supporting high-volume tax operations
• Hands-on experience with TaxDome (required)
• Knowledge of common U.S. tax forms (1040, 1120, 1120S, 1065, K-1)
• Advanced English (C1) - Written and Verbal
• High School Diploma required (Associate's or Bachelor's degree preferred)

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Role Overview

• The IT Helpdesk / MSP Supervisor oversees daily floor operations to ensure seamless service delivery. This role is responsible for managing escalated client issues, collaborating with Workforce Management (WFM) to align staffing schedules with SLAs, optimizing team productivity, and ensuring high-quality customer support. The Supervisor reports directly to the Account Manager and plays a critical role in operational performance and client satisfaction.

Key Responsibilities

Call Volume & Queue Management

• Collaborate with WFM to monitor queues in real time and ensure SLA compliance.
• Align agent schedules with forecasted and historical call volumes.
• Manage high-volume periods and staffing shortages while implementing recovery plans.

Ticket & Escalation Management

• Oversee assignment, escalation, and follow-up of high-priority support cases.
• Manage ticket queues based on severity, aging, and resolution targets.
• Ensure clients receive timely updates through Team Leads.
• Handle customer escalations and support root cause analysis initiatives.

Productivity & Performance Optimization

• Coach and guide Team Leads and SMEs to improve productivity and process adherence.
• Monitor team performance and identify opportunities for improvement.
• Ensure awareness and accountability for productivity goals.

KPI & Performance Monitoring

• Track and analyze operational metrics and KPIs.
• Communicate performance trends and risks to leadership.
• Ensure teams understand performance expectations and results.

Performance Management & Quality Assurance

• Conduct call reviews and ticket audits to ensure quality standards.
• Lead performance evaluations and review weekly operational reports.
• Facilitate account-specific training and knowledge assessments.
• Manage corrective actions and ensure SOP compliance.

Operational Administration

• Create and optimize schedules to ensure adequate support coverage.
• Support managerial responsibilities and maintain business continuity.

Customer Excellence

• Drive First Contact Resolution (FCR) goals and customer satisfaction.
• Handle challenging customer interactions with professionalism and empathy.
• Apply analytical and creative problem-solving to complex support scenarios.
• Foster accountability and high-performance standards across the team.

Requirements

Must Have

• 3-5 years of BPO experience in Account Management, Operations, Team Lead, Supervisor, MSP, or Client Support environments.
• 1-2+ years of supervisory or people management experience.
• Proven experience managing SLAs, KPIs, client accounts, and performance reviews.
• Strong customer service, conflict resolution, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to mentor, coach, and develop support teams.
• Strong organizational skills with the ability to multitask in a fast-paced environment.
• Critical thinking and analytical troubleshooting capabilities.
• High attention to detail and process-oriented mindset.
• Advanced English proficiency.

Preferred

• Experience in Managed Service Provider (MSP) environments.
• Certifications or additional training in Leadership, Project Management, Customer Experience, or Operations Management.
• Experience with workforce planning and queue management.
• Knowledge of service desk best practices and IT support operations.

Key Skills

• Team Leadership
• IT Helpdesk Operations
• MSP Operations
• Workforce Management (WFM)
• SLA Management
• KPI Monitoring & Reporting
• Escalation Management
• Ticketing Systems
• Customer Service Excellence
• Performance Management
• Coaching & Mentoring
• Root Cause Analysis
• Quality Assurance
• Conflict Resolution
• Critical Thinking
• Process Improvement
• Communication Skills
• Client Relationship Management

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About the Role

• We're seeking a driven and fluent English-speaking SDR to generate qualified sales opportunities through high-volume outbound prospecting, lead qualification, and appointment setting.

Key Responsibilities

• Conduct high-volume outbound outreach via calls, email, LinkedIn, and CRM sequences.
• Qualify leads based on ICP criteria and business needs.
• Schedule qualified meetings for the sales team.
• Maintain accurate CRM records and follow-up activities.
• Meet daily, weekly, and monthly KPIs.
• Handle objections and effectively communicate value propositions.

Requirements

• ENGLISH C1
• 2+ years of experience in:
• SDR/BDR roles
• Cold calling
• Appointment setting
• Lead generation
• Experience with CRM tools (Salesforce, HubSpot, Apollo, or similar)
• Strong outbound sales and prospecting skills

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About the Opportunity

• Solvo Global is seeking a Tier 1 MSP Support Agent to join a fast-paced IT Support team. This role is ideal for individuals who enjoy troubleshooting technical issues, providing exceptional customer service, and working in a dynamic Managed Service Provider (MSP) environment.
• As the first point of contact for end users, you will be responsible for diagnosing and resolving a wide range of technical issues related to workstations, internet connectivity, Microsoft 365, user accounts, and network services while ensuring a positive customer experience and adherence to Service Level Agreements (SLAs).

Key Responsibilities

• Serve as the primary point of contact for technical support requests via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve Level 1 technical issues related to:
• Windows and macOS workstations
• Mobile devices
• Printers and peripherals
• Microsoft 365 and Google Workspace
• User account access and password resets
• Diagnose internet and networking issues related to:
• DNS, DHCP, TCP/IP, and Wi-Fi connectivity
• Routers, modems, switches, and wireless access points
• Network latency, packet loss, and connectivity problems
• Create, document, categorize, and prioritize support tickets following established SLA requirements.
• Escalate unresolved or complex issues to Tier 2 or Tier 3 support teams with complete documentation.
• Support onboarding and offboarding activities, including account provisioning and permissions management.
• Monitor system alerts and respond to automated notifications.
• Maintain accurate records of customer interactions, troubleshooting steps, and issue resolutions.
• Follow established SOPs, runbooks, and knowledge base documentation.
• Deliver a professional and customer-focused support experience at all times.

Required Qualifications

• 1–2 years of experience in:
• IT Support
• Help Desk
• Service Desk
• Technical Support
• MSP Environment (preferred)
• Excellent verbal and written English communication skills.
• Strong customer service and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience working with ticketing platforms such as:
• ConnectWise
• ServiceNow
• Zendesk
• Similar systems

Technical Requirements

Operating Systems

• Windows
• macOS

Identity & User Management

• Active Directory
• User account management
• Password resets
• Access provisioning

Microsoft Technologies

• Microsoft 365
• Outlook
• Teams
• OneDrive

Networking Fundamentals

• IP Addressing
• DNS
• DHCP
• TCP/IP
• Wi-Fi Troubleshooting

Internet & Connectivity Support

• HSIA (High-Speed Internet Access)
• Routers
• Modems
• Network troubleshooting
• Connectivity diagnostics

Nice to Have

• Previous experience working for an MSP (Managed Service Provider).
• Familiarity with Remote Monitoring and Management (RMM) tools.
• Basic cybersecurity knowledge, including:
• Multi-Factor Authentication (MFA)
• Endpoint Protection

Relevant certifications:

• CompTIA A+
• CompTIA Network+
• Microsoft Fundamentals (MS-900, AZ-900)
• ITIL Foundation

What We're Looking For

• Customer-focused mindset
• Strong troubleshooting skills
• Excellent communication abilities
• Ability to work independently and as part of a team
• Detail-oriented and organized approach
• Ability to remain calm under pressure
• Commitment to continuous learning and professional growth

Important Information

• Location: Nairobi, Kenya
• Work Arrangement: 100% On-site
• Schedule: Rotating shifts with 24/7 availability required
• Language: Professional English (written and spoken)

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We're looking for a Leave of Absence (LOA) Associate to join our team and support employees through the entire leave management process while ensuring compliance and delivering an outstanding employee experience.

Location: Royal Offices, 3rd Floor, Office 33, Mogotio Road, Nairobi, Kenya

Work Setup: On-site

Schedule: Monday to Friday

• 3:00 PM - 1:00 AM (Kenya Time)
• 4:00 PM - 2:00 AM (Kenya Time)
• 5:00 PM - 3:00 AM (Kenya Time)

What You'll Do:

• Manage end-to-end leave of absence cases
• Review medical documentation and leave eligibility
• Coordinate return-to-work processes
• Provide guidance and support to employees and managers
• Ensure compliance with FMLA and leave regulations
• Maintain accurate records within HRIS systems
• Investigate and resolve complex leave-related cases

What We're Looking For:

• Bachelor's degree in Human Resources, Business Administration, or a related field (or equivalent work experience)
• 6+ months of HR-related experience
• Experience in Leave Administration, Benefits Administration, Employee Relations, HR Operations, Payroll, Healthcare Administration, Disability Management, or Workers' Compensation
• Advanced English proficiency (C1+ preferred)
• Intermediate Excel proficiency required (VLOOKUP and Pivot Tables)
• Strong communication, organizational, and problem-solving skills
• Experience working with HRIS and case management systems
• Ability to handle confidential information with professionalism

Nice to Have:

• Experience administering FMLA or disability programs
• Bilingual English/Spanish
• Knowledge of employment and leave regulations
• Experience supporting high-volume employee populations