Technical Support Internship

Cloudoon is actively seeking a highly motivated and customer-focused Technical Support Intern. This crucial role demands a candidate with a robust technical foundation, exceptional communication skills, and a commitment to superior customer experience, involving responsibilities from prompt multi-channel technical troubleshooting and comprehensive documentation to essential system monitoring and cross-departmental collaboration, all while maintaining a high standard of service delivery and adhering to demanding 24/7 shift availability.

About Us

Cloudoon is a Cloud Technology Company providing Managed Cloud Solutions in Emerging Markets.

Some of Cloudoon Solutions include:

• Truehost Cloud – Managed Cloud Services provider in the US, India, South Africa, Nigeria and Kenya.
• OLITT – Website and Online Shop Builder Platform, available globally.
• Jisort – Cloud Banking Saas Platform with clientele in US, India, UK, South Africa, Nigeria, Uganda, Tanzania and Kenya.

Job Overview:

We are seeking a skilled and customer-focused Technical Support Intern to join our dynamic team. The ideal candidate should have a strong technical background, excellent communication skills, and a passion for providing exceptional customer service. As a Technical Support Intern, you will play a crucial role in assisting customers with technical issues, troubleshooting problems, and ensuring a positive & excellent customer experience.

Responsibilities:

1. Customer Support:

• Provide prompt and effective technical support to customers via phone, email, or chat.
• Diagnose and troubleshoot technical issues related to software or network connectivity.

2. Issue Resolution:

• Investigate and analyze technical problems, identifying root causes and implementing solutions.
• Escalate complex issues to the appropriate internal teams for resolution.

3. Documentation:

• Create and maintain detailed documentation, including troubleshooting steps and solutions.
• Contribute to knowledge base articles to assist customers and internal teams.

4. Communication:

• Communicate technical information in a clear and understandable manner to both technical and non-technical users.
• Keep customers informed of the status and progress of their technical support requests.

5. Product Knowledge:

• Stay updated on product features, enhancements, and updates.
• Provide training to customers on the effective use of products and services.

6. Quality Assurance:

• Ensure a high level of customer satisfaction by delivering timely and accurate technical support.
• Participate in quality assurance activities to enhance overall support effectiveness.

7. System Maintenance:

• Monitor and maintain server and systems uptime to ensure optimal performance.
• Implement preventive measures to minimize downtime and service interruptions.

8. Collaboration:

• Collaborate with internal teams, including development and quality assurance, to resolve complex technical issues.
• Provide feedback on product improvements based on customer interactions.

9. Continuous Learning:

• Stay current with industry trends, technologies, and best practices in technical support.
• Attend training sessions and workshops to enhance technical skills.

Required Skills & Qualifications:

• Strong troubleshooting and analytical skills
• Excellent verbal and written communication
• Knowledge of networking and software systems
• Proficiency in Linux operating systems and command line
• Available for 12-hour shifts
• Ability to create and manage emergency protocols during system downtimes
• Experience coordinating urgent responses with relevant stakeholders
• Strong prioritization and crisis management skills
• Customer service oriented
• Bachelor’s degree in Computer Science.
• Knowledge of ticketing systems
• Basic scripting/programming skills
• Strong documentation abilities
• Time management skills
• Ability to work under pressure
• Ability to work independently and collaboratively in a fast-paced environment.
• Customer-focused with a passion for delivering exceptional service.
• Available to work 24/7 with one day off in the week(night and day shift.
• Able to perform other roles as assigned.

Starting pay: 25,000KES