Customer Support Representative

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 Working Conditions This is a full-time position. The role may require availability during peak and holiday support periods, including early mornings, evenings, and weekends, on a rotational basis. The Customer Support Representative works closely with the Customer Support Manager for performance reviews, escalation approvals, and continuous coaching.

What We Offer

● A chance to contribute to a mission-driven company that's making a real difference in education across Africa.

● A collaborative, inclusive, and dynamic work environment where your input is valued.

Our Culture

At Zeraki, our strength is rooted in our vibrant culture, driven by a shared commitment for integrity, learning, and excellence. Our environment demands the highest standards and focuses on delivering results. We hire and develop the best, manage through trust, value empathy, and practice having a backbone in all our dealings. We are a team that thrives on freedom, responsibility, and the pursuit of excellence. Joining us means being part of a community dedicated to growth, innovation, and transformation.