About Company
Econet Wireless Zimbabwe is a leading telecommunications and technology company in Zimbabwe, offering a comprehensive suite of services including mobile, fixed-line, internet, and digital solutions. Committed to innovation, we continuously develop and deploy a diverse range of software products that enhance connectivity and digital inclusion for millions across the nation. Joining Econet means becoming part of a dynamic team dedicated to shaping Zimbabwe’s digital future, fostering an environment of growth, and making a tangible impact on daily lives through groundbreaking technology and customer-centric services. We are driven by a vision to connect everyone and empower them with digital tools.
Job Description
This is an exciting opportunity for a highly motivated and tech-savvy individual to join our innovative team as a Remote Chat Support Specialist for our diverse range of software products. Based in Mutoko, Mashonaland East Province, you will be the frontline hero, providing exceptional real-time technical and functional support to our customers through chat channels. Your primary mission will be to ensure our users have a seamless and positive experience with our applications, from troubleshooting minor glitches to guiding them through complex features. This role requires a blend of technical aptitude, excellent communication skills, and a genuine passion for helping people. You will be responsible for resolving queries efficiently, educating users on product functionalities, and escalating critical issues to our technical teams when necessary.
As a remote position, we are seeking someone disciplined, self-starting, and capable of managing their workload effectively from a home-based setup. You will be an integral part of our commitment to customer satisfaction, directly contributing to our reputation for reliable and user-friendly digital solutions. We believe in empowering our employees with the tools and training needed to excel, offering continuous learning opportunities in a supportive remote environment. If you thrive on problem-solving, enjoy interacting with users, and are eager to grow within a leading technology company that impacts millions of lives, we encourage you to apply. This role is crucial for maintaining our high standards of customer service and plays a direct part in user retention and satisfaction.
Key Responsibilities
- Provide prompt, accurate, and professional chat support to customers regarding our software products.
- Diagnose and troubleshoot technical issues, guiding users through step-by-step solutions and workarounds.
- Educate customers on product features, functionalities, and best practices to maximize their experience.
- Document all customer interactions, issues, and resolutions accurately and thoroughly in the CRM system.
- Collaborate effectively with technical and product development teams to resolve complex or escalated issues.
- Identify and report recurring issues, potential product bugs, or areas for product improvement to relevant stakeholders.
- Maintain a high level of customer satisfaction and foster positive customer relationships through empathetic and efficient service.
- Adhere strictly to established service level agreements (SLAs) and quality standards for all interactions.
- Stay updated with product changes, new features, and relevant industry trends to provide informed support.
- Contribute to the creation and improvement of knowledge base articles and FAQ resources.
Required Skills
- Proven experience (minimum 1 year) in customer service or technical support, preferably in a chat-based environment.
- Strong understanding of software applications and mobile technology across various platforms.
- Excellent written communication skills in English, with impeccable grammar, spelling, and clarity.
- Ability to explain technical information clearly and concisely to non-technical users.
- Strong problem-solving and analytical skills, with an aptitude for quick learning.
- High level of empathy, patience, and a customer-first attitude when dealing with inquiries.
- Proficient in using CRM software (e.g., Salesforce, Zendesk) and other support tools.
- Reliable internet connection and a dedicated, quiet home office space conducive to remote work.
- Ability to work independently, manage time effectively, and maintain productivity in a remote setting.
Preferred Qualifications
- Prior experience supporting telecom or digital financial service products.
- Familiarity with common operating systems (Android, iOS, Windows) and cloud-based applications.
- A diploma or degree in Information Technology, Computer Science, Communications, or a related field.
- Experience with ticketing systems like Zendesk, Freshdesk, or similar platforms.
- Ability to communicate effectively in Shona or Ndebele is a significant advantage.
Perks & Benefits
- Competitive monthly salary commensurate with experience and skills.
- Comprehensive training and ongoing professional development opportunities.
- Opportunity to work remotely, offering flexibility and an improved work-life balance.
- Access to cutting-edge software and tools to facilitate efficient support.
- Supportive team environment and a collaborative company culture focused on innovation.
- Direct contribution to a leading technology company shaping digital innovation in Zimbabwe.
- Continuous learning pathways in a rapidly evolving tech landscape.
How to Apply
Interested candidates are invited to submit their application by clicking on the application link below. Please ensure your resume highlights your relevant experience in customer service, technical support, and your aptitude for remote work. We look forward to reviewing your application and potentially welcoming you to our innovative team!