Background information about the job or company (e.g., role context, company overview)

We are a HR Consultancy firm that is very passionate about people and their contribution towards the growth and success of any organization. We create systems that are streamlined towards the attainment of the organizations goals and build the capacity of the organizations employees to deliver results.

A growing ERP / software solutions provider is seeking a well-mannered, patient, and professional Client Support & Systems Trainer to join its team.

The primary responsibility of this role is to train customers on the ERP system, support them during onboarding, and handle customer issues, questions, and follow-ups. The role also includes light sales and marketing support, mainly responding to inbound inquiries and supporting demos when required.

Responsibilities or duties

PRIMARY RESPONSIBILITIES – CLIENT SUPPORT & TRAINING

• Train new customers on the ERP system (online and in-person), including system navigation and daily usage
• Onboard clients and ensure smooth adoption of the software
• Receive, log, and track customer issues via phone, WhatsApp, email, or ticketing systems
• Provide first-level support and escalate technical issues to the development/technical team
• Follow up with customers to confirm issue resolution and satisfaction
• Maintain accurate documentation of customer issues, FAQs, and training materials
• Educate customers on new features, updates, and best practices
• Maintain professional, polite, and calm communication with all customers at all times

SECONDARY RESPONSIBILITIES – SALES & MARKETING SUPPORT

• Handle inbound inquiries from potential customers
• Assist in scheduling demos and follow-ups for interested leads
• Support basic product demonstrations when required
• Update customer and lead information in CRM systems or tracking sheets
• Support marketing activities such as responding to website or social media inquiries

Qualifications or requirements (e.g., education, skills)

MINIMUM REQUIREMENTS

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, Business Management, or a related field
• At least 1 year experience working with software systems (customer support, training, SaaS, IT support, or software sales)
• Prior experience training users on software systems is a strong advantage
• Good communication skills (spoken and written English; Kiswahili is an added advantage)
• Basic computer literacy (email, Google Docs/Sheets, CRM systems)
• Ability to understand software workflows and explain them clearly to non-technical users
• Patient, presentable, and customer-oriented

PERSONAL ATTRIBUTES

• Calm under pressure and effective at handling customer complaints
• Organized with strong follow-up skills
• Honest, disciplined, and willing to learn
• Strong customer-first mindset

• Train new customers on the ERP system (online and in-person), including system navigation and daily usage
• Onboard clients and ensure smooth adoption of the software
• Receive, log, and track customer issues via phone, WhatsApp, email, or ticketing systems
• Provide first-level support and escalate technical issues to the development/technical team
• Follow up with customers to confirm issue resolution and satisfaction
• Maintain accurate documentation of customer issues, FAQs, and training materials
• Educate customers on new features, updates, and best practices
• Maintain professional, polite, and calm communication with all customers at all times
• Handle inbound inquiries from potential customers
• Assist in scheduling demos and follow-ups for interested leads
• Support basic product demonstrations when required
• Update customer and lead information in CRM systems or tracking sheets
• Support marketing activities such as responding to website or social media inquiries

• Good communication skills (spoken and written English; Kiswahili is an added advantage)
• Basic computer literacy (email, Google Docs/Sheets, CRM systems)
• Ability to understand software workflows and explain them clearly to non-technical users
• Patient, presentable, and customer-oriented
• Calm under pressure and effective at handling customer complaints
• Organized with strong follow-up skills
• Honest, disciplined, and willing to learn
• Strong customer-first mindset

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, Business Management, or a related field
• At least 1 year experience working with software systems (customer support, training, SaaS, IT support, or software sales)
• Prior experience training users on software systems is a strong advantage