The Jitu is a software and technology provider based in Nyeri, Kenya. We chose Nyeri because we believe the talent in this area of the world can compete globally. If you would like to work for a company that believes in Nyeri and plans to be a GIANT globally then please apply for an opening with us. One of the foundations of The Jitu is we hire based on talent and we promote based on the individual’s ability to deliver quality solutions. We do not care which tribe you are from or if you are male or female.

Key Responsibilities:

As a Customer Service Associate, your mission will be to provide value to clients in a collaborative team environment. You will play a key role in customer interaction, troubleshooting, and ensuring smooth project execution. Specific responsibilities include:

• Assisting with collecting customer requests and data
• Attending customer phone calls and handling application requests
• Responding to user emails, web support requests, and escalating to technical engineers as necessary
• Conducting basic troubleshooting using questionnaires to determine the level of support needed
• Creating and managing support tickets for Level 1 support issues
• Providing product information to clients
• Working directly with clients and the Project Lead to ensure deliverables are within scope and budget
• Making recommendations for new processes and procedures to improve efficiency
• Analyzing and documenting training materials for new hires

Requirements

Key Competencies / Skills:

• Proven experience in customer service and relationship building
• Ability to analyze and interpret data with attention to detail
• Eagerness to learn new technologies and apply them effectively
• Proficiency in both written and verbal English for communication with internal and external clients
• Dynamic, emotionally intelligent, and capable of prioritizing and organizing work effectively
• Strong planning and organizational skills

Required Qualifications & Experience:

• Bachelor’s degree in IT or a business-related
• Proficiency in Microsoft Office Suite products (Word, Excel)
• Ability to develop project plans and deliverables on time
• Applicable IT skills, including troubleshooting and support ticket management