CHRISTOPHER MUTUA
Nairobi, Nairobi Province,30
Summary
Dynamic Product Expert with a proven track record at SparkMeter, excelling in customer needs assessment and product training facilitation. Enhanced customer satisfaction through tailored onboarding and efficient support workflows. Skilled in technical production and committed to delivering user-centric solutions, fostering strong client relationships and driving product innovation.
Overview
9
9
years of professional experience
Work History
Product Expert
SparkMeter
Nairobi, Nairobi Province, Kenya (Remote)
01.2022 - Current
- Delivered high-quality technical support to SparkMeter’s global customer base, ensuring rapid resolution of hardware and software issues through both remote and in-person channels. Utilized company ticketing systems to document, track, and manage support cases efficiently.
- Led customer onboarding initiatives by guiding new users through installation, setup, and training on SparkMeter’s smart metering solutions. Ensured a smooth customer journey by tailoring onboarding processes to client needs and enabling long-term success.
- Provided on-call troubleshooting and technical support, including weekend coverage on a rotating schedule. Maintained service continuity and quick resolution of time-sensitive issues during and outside of business hours.
- Acted as a customer advocate by understanding unique operational requirements and aligning SparkMeter’s offerings with client goals. Partnered with cross-functional teams—including Product, Engineering, and Customer Success—to communicate needs and deliver tailored solutions.
- Identified opportunities to enhance internal support workflows and customer engagement strategies. Recommended and implemented improvements to standard operating procedures, resulting in increased efficiency and customer satisfaction.
- Collaborated with the product development team by relaying critical customer feedback, helping to shape the evolution of SparkMeter’s product offerings and drive user-centric innovation.
Customer Support Specialist
SparkMeter
Nairobi, Nairobi Province, Kenya
01.2020 - 12.2022
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Improved service delivery consistency by standardizing response templates for common customer queries.
- Spearheaded cross-department initiative to streamline communication, resulting in quicker problem-solving for customers.
IT Support Engineer
ACHEIVO LTD
Mombasa, Mombasa District, Kenya
05.2016 - 02.2019
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Delivered end-user training on new technologies, increasing adoption rates among employees.
- Enhanced network security with regular vulnerability assessments and prompt patch installations.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
Education
BBA - Information And Communication Technology
MOUNT KENYA UNIVERSITY
Nairobi, Nairobi Province, Kenya11-2015
Diploma in Information Technology Module 1 - Information Technology Module 1
RWIKA TECHNICAL INSTITUTE
Embu, Embu District, Kenya11-2010
Skills
- Product lifecycle management
- Customer needs assessment
- Product roadmap creation
- Technical production
- Product demo preparation
- Product training facilitation
- Product documentation
- Customer-centric approach
Additional Information
- TIM BLEDOSE
lync technologies
+1(304)8121157
tim.bledsoe@yahoo.com
- Fadekemi Fowowe
Sparkmeter.INC
Director of people
+2348155095699
fadekemi.fowowe@sparkmeter.io
- Aniekan Etetim
Customer support manager
aniekan.akpan@sparkmeter.io
+2347039463623
Languages
English
Advanced (C1)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Salesforce
Jira
Ms dynamics
Odoo
Timeline
Product Expert
SparkMeter
01.2022 - Current
Customer Support Specialist
SparkMeter
01.2020 - 12.2022
IT Support Engineer
ACHEIVO LTD
05.2016 - 02.2019
BBA - Information And Communication Technology
MOUNT KENYA UNIVERSITY
Diploma in Information Technology Module 1 - Information Technology Module 1
RWIKA TECHNICAL INSTITUTE