Technical Support Representative

Our Uganda team is growing and we're looking for Technical Support Representatives to join us. If you’re a problem solver and have ease in connecting with customers, this is the role for you!

Salary: 7,500 UGX per hour

• Provide exceptional guidance and support to customers, exceeding their expectations with knowledge, expertise, and enthusiasm for technology.

• Diagnose, analyze, and resolve a variety of complex technical issues across multiple systems and applications.

• Communicate solutions clearly and effectively, both verbally and in writing, tailoring explanations to each customer’s needs.

• Prioritize and manage time efficiently while handling multiple tasks and technical environments simultaneously.

• Deliver a high-quality customer experience by combining problem-solving skills with patience and professionalism.

• Assist customers not only in resolving technical issues but also in understanding how technology works to empower them.

• You are exceptionally strong in spoken and written English (at least C1)

• Minimum 2 years professional technical troubleshooting expertise or proven technical ability

• Experience supporting customers via e-mail, and/or chat

• Passion for customer service and ownership of customer experience including comprehensive issue resolution

• Able to effectively tailor communication and style to differing audiences

• Able to self-manage and work independently in a fast-paced, constantly changing environment

• Organized and detail-oriented, able to recognize patterns

• Thrives on a team where expertise is shared and feedback is welcomed

• Able to research and grasp technical information across multiple tools

• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenge

• Good knowledge of Office 360, especially excel.

• Experience with Zendesk, ServiceDesk or Freshdesk

• Able to meet minimum typing speed of 40 WPM while chatting with customers

• Interested in Production on Demand / Print on demand and software as a service