Customer Support Representative at Zeraki

Customer Support Representative at Zeraki – Zeraki Kenya Job Details

About the Role

Zeraki is recruiting a Customer Support Representative to join its support operations in Nairobi. This is a full-time, mid-level position responsible for managing complex customer issues across Zeraki’s education technology platform, which includes Analytics, Learning, Timetable, and Finance modules. You’ll work at Tier 1 support depth, handling escalated tickets and providing technical troubleshooting for school administrators and end-users across Kenya.

The role bridges customer needs and internal product teams, requiring both technical aptitude and strong communication. You’ll investigate root causes, document solutions, and contribute to the knowledge base while maintaining service levels under pressure. This position suits someone with 2–4 years of customer support experience and a background in finance or accounting.

Key Responsibilities

• Perform in-depth product-level troubleshooting across the Zeraki Analytics, Learning, Timetable, and Finance platforms to resolve customer-reported issues.
• Investigate recurring technical problems, document root causes, and add findings to the knowledge base to prevent future occurrences.
• Handle ticket escalations from junior support staff, assess their technical accuracy, and determine whether further escalation to product teams is warranted.
• Contact school administrators via phone (SIP/VoIP) or WhatsApp to clarify issue details, gather additional context, and confirm resolutions.
• Provide regular status updates to customers on all open and pending tickets to keep them informed of progress.
• Manage ticket queues during peak periods, distribute workload equitably across the team, and ensure all tickets are resolved or properly escalated within agreed timeframes.
• Categorize, tag, and record all ticket information accurately in the issue tracking system for audit trails and reporting.
• Identify patterns in repeat customer contacts and flag potential product bugs or training gaps to the Customer Support Manager for action.
• Write and update a minimum of two knowledge base articles monthly covering common issue types and solutions.

Requirements & Qualifications

• Bachelor’s degree in finance or accounting with relevant work experience; CPA II qualification is an advantage.
• 2–4 years of hands-on experience in customer support, technical support, or help-desk roles.
• Prior experience supporting SaaS or education technology platforms is preferred.
• Proficiency with issue tracking software and support ticketing systems.
• Comfort using SIP/VoIP phone systems and WhatsApp Business for customer communications.
• Ability to investigate technical issues and explain them clearly to non-technical stakeholders.
• Experience with knowledge base platforms and demonstrated ability to write structured, clear documentation.
• Strong analytical and problem-solving approach with focus on identifying root causes.
• Fluent written and verbal communication in both English and Swahili.
• Proven ability to manage multiple open tickets simultaneously and prioritize under pressure.
• Customer-first mindset paired with patience, professionalism, and empathetic communication.
• Team-oriented attitude with willingness to mentor peers and share knowledge openly.

What to Expect

• A structured support environment where your contributions directly improve product quality and customer satisfaction across Kenya’s education sector.
• Exposure to the full Zeraki platform stack and the opportunity to develop deeper technical expertise in school management software.
• Regular interaction with school administrators, internal teams, and product specialists — requiring flexibility and clear communication.
• This Customer Support Representative at Zeraki position in Nairobi is open to qualified candidates on a rolling basis. Click Apply below to submit your application.