Technical support
• Take ownership of support incidents and use all available resources and knowledge to resolve them.
• Delighting customers at the quality of service provided for their support inquiries
• Handling customer technical support cases through phone and email submission
• Guide clients through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Receive incoming calls into the company.
• Acknowledge receipt of support emails within 15 minutes.
• Talk clients through a series of actions, either face-to-face or over the phone to help set up systems or resolve issues.
• Guide clients through the set up of our solutions on client networks on phone and email.
• Prioritise and manage multiple support cases at one time.
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
• Respond to incoming emails to technical support appropriately.
• Consistently... improve on your technical skills of managing Kaluari network and clients by internalizing the feedback and coaching you receive from your manager.
• Offer technical support to clients on company products.
• Answer queries on company products and services to existing and prospective clients.
• Perform other duties as assigned

Sales
• Develop and apply full understanding of Kaluari products and sales methodology
• Prospect, qualify, and close solution sales.
• Explain the company’s value proposition to existing and prospective clients.
• Develop clear, specific, action-oriented account plans to develop prospects
• Proactively generate, identify, qualify and negotiate new business from prospects (primarily within our ideal customer profile) through cold/warm calls, email campaign, social media, etc.
• Consistently achieve monthly/quarterly/annual targeted sales quota.
• Manage your clients/prospects on CRM tool/pipeline.
• Maintain a designated number of appointments weekly in various phases of the sales cycle
• Participate in meetings with clients where necessary.
• Continuous self-learning about our industry and the challenges and solutions available.
• Perform other duties as assigned.

Qualification and Skills

i. Basic requirements
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Be keen and passionate about the business IT industry and keen to learn new technologies.
• Good English - written and spoken .
• Good listening skills. customer advocacy, empathy.
• Attention to detail.
• Ability to explain technical issues to technical and non-technical clients..
• Enthusiastic and polite.
• Effective communicator.
• Self confident and strong self-assuredness.
• Interpersonal skills, problem-solver.

ii. Nice-to-have Requirements
• Experience troubleshooting and solving technical problems
• Experience in a technical support role covering enterprise software products
• Bachelor’s degree in an IT-related field
• Ability to communicate effectively and confidently with tech-savvy customers

Please include your expected salary in your application
Nairobi Kenya

Salary Criteria