Support Agent – Night Shift Jobs vacancy kenya 2019
Career Employment Kenya: Support Agent – Night Shift Jobs vacancy kenya 2019
Job Description: Today Work Kenya

IMPORTANT: 

Job is supporting customers in the US time zone. Hours Monday-Friday, 6.30 pm – 3.00 am.

Candidates must be based in Nairobi currently – preferably close to our Karen Office.

Training will be circa 2 weeks during the day time 8.30-5pm.

Background:

Whizz Education is a provider of education software and services with a proven track record of serving students in a variety of cultural, geographic, and socioeconomic environments.  Whizz is currently in use in 8 countries throughout the world, with content translated into at least 5 languages.

 Whizz Education strives to be a true educational partner for our customers, and to support the growth and achievement of students everywhere.  A key part of helping educators and students to achieve their educational goals is to offer a white-glove, world class experience for customers when it comes to services and support.  In pursuit of this elite level of customer support.

Executive summary of the role:

 The Whizz Education Support Agent is responsible for providing world-class support to all Whizz customers- including parents/guardians, teachers, administration, and other school staff.  The role of Whizz Support is one that is positively reactive- responding to incoming support requests in a way that is timely, professional, and solutions-oriented. Each agent is responsible for responding to asynchronous support requests that come in via email or webform as well as synchronous support requests that come in via phone or live chat/screen share (Whizz Assist).  All support cases are tracked and documented to allow internal transparency to all Whizz staff and to analyze the progress and effectiveness of our support efforts.

In addition to managing all incoming support requests, the Whizz Support Agent has a group of important secondary responsibilities:

  • Creating user help resources, including knowledge base articles, FAQs, and video tutorials

  • Maintaining a self-service customer help site populated with user help resources

  • Providing quality assurance (QA) review of new product content and features

  • Other projects/tasks as needed to support Whizz internal teams and customers

 

Mission/ Opportunity the role seeks to address: 

The mission of the Support Agent role is to provide the highest level of customer support to our user-base in order to build relationships and promote high rates of customer retention.

Skill and attributes: 

  • Excellent written and verbal communication skills is a crucial skill.

  • Ability to multi-task

  • Dependability and punctuality

  • Attention to detail 

  • Ability to meet deadlines

  • Customer-service experience preferred

  • Collaborative mindset/ability to work well within a team

  • Experience/skill in the following

  • Experience/skill OR ability to adapt quickly to the following

    • Live chat/screen sharing tools

    • Various Math(s)-Whizz products & dashboards

    • Video/audio recording and editing software

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