Teleperformance is hiring Technical Support Representatives in Nairobi. KCSE graduates with customer service or technical support experience can apply by November 24, 2026.
Technical Support Representative Job at Teleperformance – Nairobi
Teleperformance is inviting applications from qualified and customer-oriented individuals for the position of Technical Support Representative in Nairobi, Kenya.
The successful candidates will provide technical assistance to customers through phone calls, online chats and other communication channels. The role involves troubleshooting technical problems, assisting customers with connected devices, resolving service issues and ensuring a positive customer experience.
This opportunity is suitable for entry-level candidates with a high school education and some experience in customer service, contact centers, retail sales or technical support.
Job Details
Job Title: Technical Support Representative
Employer: Teleperformance
Location: Nairobi, Kenya
Job Category: Customer Service and Technical Support
Employment Type: Full-Time
Experience Level: Entry-Level
Minimum Education: KCSE or equivalent
Preferred Experience: At least 6 months in customer service, contact center operations or retail sales
Application Deadline: November 24, 2026
About Teleperformance
Teleperformance is a global provider of customer experience management and digitally powered business services.
The company works with leading brands to provide customer support, technical assistance and other business solutions through various communication channels.
Job Purpose
The Technical Support Representative will assist customers experiencing technical challenges with connected equipment and related services.
The position requires someone who can listen carefully to customers, identify technical problems and provide clear instructions to resolve issues.
The successful candidate will also use available digital tools and support systems to improve response times, maintain accurate customer records and ensure customer satisfaction.
Key Responsibilities
1. Provide Technical Support to Customers
Respond to customer inquiries and provide technical assistance through telephone calls, online chats and other customer support channels. Ensure customers receive accurate information and practical solutions to their technical problems.
2. Troubleshoot Technical Issues
Identify and diagnose problems affecting connected devices and equipment. Guide customers through troubleshooting procedures and provide step-by-step instructions to resolve common technical challenges.
3. Assist With Connectivity Problems
Help customers resolve basic home network and Wi-Fi connectivity issues. Identify possible causes of connection failures and guide customers through appropriate troubleshooting steps.
4. Use Digital and AI-Assisted Support Tools
Utilise available artificial intelligence-assisted tools and customer service platforms to improve response times and resolve customer concerns efficiently. Apply independent judgment when dealing with complex or unusual problems.
5. Maintain Accurate Customer Records
Document customer interactions, technical problems, troubleshooting steps and resolutions in the company's support systems. Ensure information is accurate and detailed to support future follow-ups and service improvements.
6. Improve Customer Satisfaction
Take ownership of customer interactions from the initial inquiry to the final resolution. Communicate professionally, demonstrate patience and ensure customers feel supported throughout the process.
7. Support Customer Retention
Identify opportunities to retain customers whose memberships or subscriptions may be at risk. Where appropriate, explain relevant product features and recommend suitable parts or accessories based on customer needs.
8. Escalate Complex Technical Issues
Identify technical problems that cannot be resolved through standard troubleshooting procedures and escalate them to the appropriate technical teams. Provide clear documentation to support further investigation.
9. Maintain Product Knowledge
Develop and maintain knowledge of the company's products, features, technical specifications and known issues. Stay updated on new product developments and changes in support procedures.
10. Identify Recurring Customer Challenges
Report repeated technical problems and customer complaints to team leaders and relevant departments. Share feedback that can help improve products, services and customer support processes.
11. Participate in Training and Coaching
Attend team meetings, coaching sessions and training programmes designed to improve technical knowledge, communication skills and overall performance.
12. Adapt to New Technology
Learn and adapt to new customer support platforms, digital tools and operational procedures introduced by the company.
Qualifications and Requirements
Interested applicants should meet the following requirements:
A KCSE certificate, high school diploma or equivalent qualification.
At least 6 months of experience in a contact center, customer service or retail sales environment is preferred.
Basic knowledge of troubleshooting connected devices and home network connectivity issues.
Strong verbal and written communication skills.
Excellent customer service and problem-solving abilities.
Ability to communicate professionally and patiently with customers.
Comfortable using multiple computer applications and systems simultaneously.
Ability to use AI-assisted customer support tools alongside traditional support systems.
Good attention to detail and accurate documentation skills.
Comfortable participating in sales-oriented customer conversations.
Ability to work flexible full-time schedules, including evenings and weekends.
Willingness to learn new technologies and adapt to changing processes.
Relevant technical coursework or certifications will be an added advantage.
Skills Required
Successful candidates should demonstrate:
Technical troubleshooting skills.
Strong communication abilities.
Customer relationship management.
Problem-solving and analytical thinking.
Computer literacy.
Multitasking abilities.
Attention to detail.
Teamwork and adaptability.
Ability to work under pressure.
How to Apply
Interested and qualified candidates should submit their applications through the recruitment platform or external application link provided in the original vacancy advertisement.
Application Deadline: Tuesday, November 24, 2026.
Applicants are encouraged to apply early because the employer may begin reviewing applications before the closing date.
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