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