Kelvin Mbugua
Technical Support Specialist
Nairobi ,Nairobi
Summary
Technical support professional bringing valuable experience to role. Known for effectively resolving technical issues and enhancing user experiences. Highly collaborative, with strong focus on team synergy and adaptability. Skilled in diagnosing and addressing technical challenges with proficiency and reliability.
Overview
6
6
years of professional experience
1
1
Certificate
1
1
Language
Work History
Technical Support Specialist
SmartAlbums Inc.
Nairobi, Nairobi
03.2023 - Current
- Provided technical support for software issues, ensuring quick resolution and customer satisfaction.
- Resolve upwards of seventy technical support inquiries per day.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Assisted clients with product installations, troubleshooting via email and chat support.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained detailed documentation of client interactions and technical solutions in CRM system.
- Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
- Responded to user queries on various company social media pages; Facebook and Instagram.
- Collaborated with product teams to identify recurring issues and enhance user experience.
- Trained new team members on processes, tools, and best practices for effective support delivery.
- Navigated Jira to efficiently locate and analyze log information shared by customers.
- Analyzed customer feedback to drive improvements in service quality and response times.
- Documented support interactions for future reference.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Tested new software and updates prior to deployment.
- Created informative, concise, and user-friendly video tutorials.
- Created engaging tutorials in form of Instagram reels and YouTube videos.
Customer Support Representative
Influx Inc.
Nairobi, Nairobi
11.2020 - 03.2024
- Resolved customer inquiries efficiently using CRM software via voice support, emails and chat ensuring timely support. I possess extensive knowledge of customer support tools like Zendesk, Freshdesk, Help Scout and Jira. Handled close to 250 tickets in a day.
- Handled various SaaS and E-commerce clients offering B2B solutions and products.
- Collaborated with cross-functional teams to enhance customer service processes and improve satisfaction rates.
- Led initiatives to optimize workflow, resulting in enhanced productivity and reduced operational bottlenecks.
- Facilitated training programs for junior agents as a senior agent on voice support, emails, online chat, call centre etiquette and generating confidence.
- Mentored junior representatives, fostering a collaborative environment that improved overall team performance.
- Prepared and presented various learning and development material.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Implemented best practices for issue escalation, reducing average response times significantly across the team.
- Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
- Supported sales efforts by offering knowledgeable insights into product offerings during upselling opportunities.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Participated in cross-functional teams working towards company-wide goals, showcasing adaptability and commitment to broader objectives beyond individual role responsibilities.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Developed personalized solutions for customers based on their unique requirements, fostering long-term relationships with clients.
Education
Software Engineering
ALX Africa
Bachelor of Arts - Criminology
Masinde Muliro University of Science & Technology
Skills
Technical Troubleshooting
Interests
Photography, Mountain Biking, Drawing
Timeline
ALX Africa - Software engineering
11-2023
Technical Support Specialist
SmartAlbums Inc.
03.2023 - Current
Customer Support Representative
Influx Inc.
11.2020 - 03.2024
Bachelor of Arts - Criminology
Masinde Muliro University of Science & Technology
Software Engineering
ALX Africa
Certification
ALX Africa - Software engineering
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Increased number of resolved job tickets by 90% over previous year.
- Resolved product issue through consumer testing.
- Achieved 90%+ customer satisfaction by responding promptly and empathetically with accuracy and efficiency.
Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Career advancementWork-life balanceCompany CulturePaid time offWork from home optionLanguages
English
Bilingual or Proficient (C2)