Insurance Helpdesk- 24/7 at Nathan Digital
Nathan Digital
- Nairobi
- KSh 50,000-100,000 per month
- Permanent
- Full-time
- 24/7 Coverage: Work on a rotational shift basis to provide continuous support to clients, ensuring that helpdesk services are available and accessible to clients at all times, including weekends and public holidays.
- Incident Management: Monitor and respond to incoming support requests and incidents, prioritizing and escalating issues as necessary to ensure timely resolution and minimal downtime for clients.
- Documentation: Maintain accurate records of support tickets, incidents, and resolutions in the helpdesk system, ensuring that all client interactions and technical interventions are well-documented and tracked.
- Client Communication: Communicate effectively with clients to provide updates on the status of their inquiries or reported issues, ensuring transparency and clarity throughout the support process.
- Problem-Solving: Analyze technical problems, identify root causes, and implement effective solutions or workarounds to resolve issues promptly and minimize disruption to client operations.
- Collaboration: Collaborate closely with internal teams, including technical support, development, and account management, to leverage resources and expertise in addressing client needs and enhancing service delivery.
- Continuous Improvement: Proactively identify opportunities for process improvement and optimization within the helpdesk support function, contributing to the enhancement of service quality and efficiency.
- Previous experience in the IT industry, particularly in technical support or helpdesk roles, is preferred.
- Solid understanding of IT systems, networks, and software applications, with the ability to troubleshoot technical issues effectively.
- Excellent communication and interpersonal skills, with the ability to convey technical information clearly and concisely to non-technical clients.
- Strong problem-solving and analytical abilities, with a proactive approach to identifying and resolving technical challenges.
- Ability to work effectively under pressure and prioritize tasks in a fast-paced, 24/7 environment.
- Familiarity with helpdesk ticketing systems and remote support tools.
- Bachelor's degree in Information Technology, Computer Science, or a related field is advantageous.
- Competitive compensation package with additional shift allowances for 24/7 coverage.
- Comprehensive training and professional development opportunities to enhance technical skills and knowledge.
- Opportunities for career advancement and growth within a dynamic and innovative organization.
- Collaborative and supportive work environment with a focus on employee well-being and satisfaction.
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