Technical Support Representative
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Teleperformance is seeking a full-time Technical Support Representative in Nairobi to resolve members’ technical issues through phone, chat, and other channels. The role requires troubleshooting connected fitness equipment and home network or Wi-Fi problems, with relevant certifications considered an advantage.
- Full-time member support across phone, chat, and other channels
- Diagnose issues with connected fitness equipment and home networks
- Use AI-assisted support tools while applying independent judgment
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Teleperformance is seeking a full-time Technical Support Representative in Nairobi to resolve members’ technical issues through phone, chat, and other channels. The role requires troubleshooting connected fitness equipment and home network or Wi-Fi problems, with relevant certifications considered an advantage.
- Full-time member support across phone, chat, and other channels
- Diagnose issues with connected fitness equipment and home networks
- Use AI-assisted support tools while applying independent judgment
- Schedule includes evening and weekend shifts
- High school diploma or equivalent required
AI job guide
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AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in sales, retail, call_centerThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Technical Support Representative evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Teleperformance and the role in Nairobi.
- Add concrete examples related to sales, retail, call_center, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from BrighterMonday Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
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- No major risk signal was detected in the captured text.
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Interview preparation
- What experience makes you a strong fit for this Technical Support Representative role in sales, retail?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Teleperformance before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
T
Technical Support Representative | TP Kenya
Teleperformance
Customer Service & Support
Today
New
Nairobi
Full Time
Confidential
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Language Requirement:
English
Work Type:
Full Time
Working Hours:
8 to 5
Applicant Location:
Kenya
Job descriptions & requirements
Key Job Responsibilities
Deliver prompt, empathetic, and effective support across phone, chat, and other member-facing channels
Diagnose and resolve technical issues with connected equipment, escalating complex cases with clear documentation
Use AI-assisted tools to speed resolution and improve first-contact resolution, while still applying independent judgment
Identify opportunities to save at-risk memberships and recommend applicable parts or accessories, supporting saved-sale and parts attachment goals
Maintain accurate, detailed case documentation to support root-cause and trend analysis
Build and maintain a working knowledge of current products, features, and known issues as they evolve
Advocate for members by surfacing recurring pain points and friction to team leads and cross-functional partners
Contribute to a high CSAT experience by owning the full interaction, not just the immediate fix
Participate in coaching, huddles, and skill-building tied to team performance targets
Stay current on new tools and workflows introduced through ongoing technology rollouts
Qualifications
- High school diploma or equivalent; relevant coursework or certifications a plus
- 6+ months of contact center, customer service, or retail sales experience preferred
- Comfortable troubleshooting connected fitness equipment and basic home network/Wi-Fi connectivity issues
- Proficient using AI-assisted support tools (e.g., agent-assist software) alongside traditional systems
- Strong verbal and written communication skills; professional, patient, and courteous phone/chat presence
- Ability to navigate multiple systems and applications simultaneously while staying focused on the member
- Comfortable with sales-oriented conversations, including identifying save opportunities and recommending relevant parts/accessories
- Problem-solving mindset with the flexibility to think beyond the script when a standard fix doesn't apply
- Flexibility to work a full-time schedule, including evening and weekend shifts
- Adaptability to new technology and process changes, including participating in phased tool rollout
- About us
- At Teleperformance, we provide industry-leading customer experiences and digitally-powered business services for the world’s best brands. A globally diverse and inclusive company, we are a work family of more than 420,000 serving more than 170 countries and speaking 265 languages and dialects. We combine cutting-edge innovation with human understanding and empathy to deliver a comprehensive suite of best-of-breed services and end-to-end business solutions to integrate and optimize front-office customer support, back-office functions, and business operations. Our knowledge services portfolio applies Design Thinking and intelligent analytics to help companies optimize business processes and accelerate digital transformation. Because people and processes are the core of our business, we believe in hiring and nurturing top talent. Join our global network where the possibilities are endless and everyone can make a difference. We are a socially responsible company that manages with a clear purpose and has been recognized in 2023 within the Top 5 of the World’s Best Workplace’s.
- Key Job Responsibilities
- Deliver prompt, empathetic, and effective support across phone, chat, and other member-facing channels
- Diagnose and resolve technical issues with connected equipment, escalating complex cases with clear documentation
- Use AI-assisted tools to speed resolution and improve first-contact resolution, while still applying independent judgment
- Identify opportunities to save at-risk memberships and recommend applicable parts or accessories, supporting saved-sale and parts attachment goals
- Maintain accurate, detailed case documentation to support root-cause and trend analysis
- Build and maintain a working knowledge of current products, features, and known issues as they evolve
- Advocate for members by surfacing recurring pain points and friction to team leads and cross-functional partners
- Contribute to a high CSAT experience by owning the full interaction, not just the immediate fix
- Participate in coaching, huddles, and skill-building tied to team performance targets
- Stay current on new tools and workflows introduced through ongoing technology rollouts
- High school diploma or equivalent; relevant coursework or certifications a plus
- 6+ months of contact center, customer service, or retail sales experience preferred
- Comfortable troubleshooting connected fitness equipment and basic home network/Wi-Fi connectivity issues
- Proficient using AI-assisted support tools (e.g., agent-assist software) alongside traditional systems
- Strong verbal and written communication skills; professional, patient, and courteous phone/chat presence
- Ability to navigate multiple systems and applications simultaneously while staying focused on the member
- Comfortable with sales-oriented conversations, including identifying save opportunities and recommending relevant parts/accessories
- Problem-solving mindset with the flexibility to think beyond the script when a standard fix doesn't apply
- Flexibility to work a full-time schedule, including evening and weekend shifts
- Adaptability to new technology and process changes, including participating in phased tool rollout
- About us
- At Teleperformance, we provide industry-leading customer experiences and digitally-powered business services for the world’s best brands. A globally diverse and inclusive company, we are a work family of more than 420,000 serving more than 170 countries and speaking 265 languages and dialects. We combine cutting-edge innovation with human understanding and empathy to deliver a comprehensive suite of best-of-breed services and end-to-end business solutions to integrate and optimize front-office customer support, back-office functions, and business operations. Our knowledge services portfolio applies Design Thinking and intelligent analytics to help companies optimize business processes and accelerate digital transformation. Because people and processes are the core of our business, we believe in hiring and nurturing top talent. Join our global network where the possibilities are endless and everyone can make a difference. We are a socially responsible company that manages with a clear purpose and has been recognized in 2023 within the Top 5 of the World’s Best Workplace’s.
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