About the Role

The Customer Support Representative (Mid-Level) serves as a critical link between Zeraki's customers and internal teams. Operating across Tier 1, this role handles deeper product-level troubleshooting, manages escalated and complex tickets, and ensures customers receive timely, high-quality resolutions across the Zeraki Analytics, Zeraki Learning, Zeraki Timetable and Zeraki Finance.

Key Responsibilities

Product Troubleshooting & Issue Resolution

• Conduct in-depth product-level troubleshooting across Zeraki Analytics, Zeraki Learning, Zeraki Timetable and Zeraki Finance solutions.
• Investigate recurring issues and document identified root causes in the knowledge base.
• Handle escalations from Tier 1 Associates, ensuring accurate diagnosis before further escalation.

Customer Communication & Coordination

• Coordinate with school admin via outbound calls (SIP/Phone) or WhatsApp to clarify reported issues and gather additional context.
• Provide proactive status update communications to customers for all open and pending tickets.
• Maintain a professional, empathetic, and solution-focused tone across all customer touchpoints.

Ticket & Queue Management

• Manage ticket queues during peak periods and support equitable load redistribution within the team.
• Ensure all tickets are resolved or correctly escalated within defined SLA resolution windows.
• Accurately categorize, tag, and document ticket details in the issue tracker for audit and reporting purposes.

Quality Assurance & Knowledge Management

• Identify patterns in repeat contacts and flag potential product bugs or training gaps to the Customer Support Manager.
• Contribute a minimum of 2 new or updated knowledge base articles per month for common issue types.
• Support continuous improvement of support processes through feedback and documentation

Requirements

Education

• Bachelor's degree graduate with finance or accounting background and experience. CPA II will be an added advantage.

Experience

• 2–4 years of experience in a customer support, technical support, or help-desk role.
• Prior experience supporting SaaS or Ed-tech platforms is an advantage.

Technical Skills

• Proficiency with issue tracking and support tools
• Comfort using SIP/VoIP phone systems and WhatsApp Business for customer communication.
• Ability to investigate and articulate technical issues clearly for non-technical stakeholders.
• Familiarity with knowledge base platforms and willingness to contribute structured documentation.

Soft Skills & Competencies

• Strong analytical and problem-solving skills with a root-cause mindset.
• Excellent written and verbal communication skills in English and Swahili.
• High degree of organisations, with the ability to manage multiple open tickets simultaneously under pressure.
• Customer-first orientation with patience, empathy, and professionalism.
• Collaborative team player willing to support peers and share knowledge proactively

• Conduct in-depth product-level troubleshooting across Zeraki Analytics, Zeraki Learning, Zeraki Timetable and Zeraki Finance solutions.
• Investigate recurring issues and document identified root causes in the knowledge base.
• Handle escalations from Tier 1 Associates, ensuring accurate diagnosis before further escalation.
• Coordinate with school admin via outbound calls (SIP/Phone) or WhatsApp to clarify reported issues and gather additional context.
• Provide proactive status update communications to customers for all open and pending tickets.
• Maintain a professional, empathetic, and solution-focused tone across all customer touchpoints.
• Manage ticket queues during peak periods and support equitable load redistribution within the team.
• Ensure all tickets are resolved or correctly escalated within defined SLA resolution windows.
• Accurately categorize, tag, and document ticket details in the issue tracker for audit and reporting purposes.
• Identify patterns in repeat contacts and flag potential product bugs or training gaps to the Customer Support Manager.
• Contribute a minimum of 2 new or updated knowledge base articles per month for common issue types.
• Support continuous improvement of support processes through feedback and documentation

• Proficiency with issue tracking and support tools
• Comfort using SIP/VoIP phone systems and WhatsApp Business for customer communication.
• Ability to investigate and articulate technical issues clearly for non-technical stakeholders.
• Familiarity with knowledge base platforms and willingness to contribute structured documentation.
• Strong analytical and problem-solving skills with a root-cause mindset.
• Excellent written and verbal communication skills in English and Swahili.
• High degree of organisations, with the ability to manage multiple open tickets simultaneously under pressure.
• Customer-first orientation with patience, empathy, and professionalism.
• Collaborative team player willing to support peers and share knowledge proactively

• Bachelor's degree graduate with finance or accounting background and experience.
• CPA II will be an added advantage.
• 2–4 years of experience in a customer support, technical support, or help-desk role.
• Prior experience supporting SaaS or Ed-tech platforms is an advantage.