Position Overview:Nathan Digital is seeking experienced individuals with a background in the IT industry to join our Insurance Helpdesk Support team on a 24/7 basis in Nairobi, Kenya. As an Insurance Helpdesk Support representative, you will play a crucial role in providing technical assistance and support to clients in the insurance sector, ensuring seamless operations and customer satisfaction round the clock. This position offers the opportunity to utilize your IT expertise while contributing to the success of our dynamic team.
Key Responsibilities:
Technical Support: Provide prompt and efficient technical assistance to clients in the insurance sector via phone, email, or chat, addressing inquiries, troubleshooting issues, and resolving technical problems.
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.
Qualifications:
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.
Benefits:
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.
How to Apply:If you have a passion for IT and a desire to provide exceptional technical support to clients in the insurance sector, we invite you to apply for the Insurance Helpdesk Support position at Nathan Digital. Please submit your resume and a cover letter outlining your relevant experience and why you are interested in joining our team.
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