Technical Support Engineer at Acsys
| Location | NAIROBI, Kenya |
| Date Posted | October 29, 2025 |
| Category |
Communication
Engineering Management Sales and Marketing IT / Information Technology |
| Job Type |
Full-time
|
| Currency | KES |
Description
Acsys is a global leader in the emerging field of mechatronics access control. With technology originating from two famous French defense contractors in 1999, Acsys products and solutions provide a powerful means to control who goes where and when, indoors and outdoors.
Responsibilities
CORE RESPONSIBILITIES:
- Serves customers by providing product and service information; resolving product and service problems.
CUSTOMER SERVICE REPRESENTATIVE SKILLS AND QUALIFICATIONS:
- Minimum of bachelor’s degree or Diploma or Equivalent Technical Qualification or Certification
- Customer Handling Skills (Exposure in handling International Customers)
- Excellent Communication Skills (Oral & Written)
- Intermediate Hardware, Software & Networking knowledge
- Strong Interpersonal Skills & Exposure to working across multi-cultural workforce
- Flexible to work in shifts (24/7) environment, Quick Learner
- Quality Focus, Problem Solving Skills, Market Knowledge
- Documentation Skills, Listening Skills, Email / Chat etiquettesAnalyzing Information, Go in to the details, Logical Troubleshooting Skills, Multi-tasking
- Flexible to travel frequently Domestic / Internationa
- lGood to have – a valid passport
Recruitment services
CUSTOMER SERVICE REPRESENTATIVE JOB DUTIES:
- Incident Management Ticketing Process – Taking Ownership of issues end to end and maintaining theconfidentiality of the Customer Information and recording every bit of information on the CRM
- Resolve customers issues with respect to Product, Software, Hardware, Replacement or Enquiry
- Drill down and identify the root cause of the issue and accurate reporting of the same to other departments
- Provide best possible solution to the customers and expediting speedy resolution to the customers
- Suggesting any Sales Leads / Opportunities with the Customers to the Sales Team
- Prepare product or service reports by collecting and analysing customer provided information and passing it on therelevant teams internally
- Contribute to team effort by accomplishing related results as needed
- Generate sales leads and maintain a good rapport with the POCs, build sustainable relationships of trust throughopen and interactive communication
- Go the extra mile to engage customers
- Weekly, Monthly submission or reports / timesheets submission on time
- Ownership of Cases lying in your bin, regular follow ups and feedbacks to the internal teams.
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