Customer Support Executive

About the Role and Company

Flashnet Technologies Ltd, based in Dar es Salaam, Tanzania, is seeking a dedicated Customer Support Executive to join their team. This role involves being the primary liaison for customers, focusing on rapid and effective resolution of inquiries, technical issues, and service requests within the telecommunications and internet services sector.

Key Responsibilities

• Serve as the initial contact point for customer queries through phone, email, and other support platforms.
• Address and resolve customer questions related to internet connectivity, billing, service interruptions, and support tickets.
• Document, prioritize, and track incidents and service requests using CRM or ticketing software.
• Collaborate with technical teams to ensure problems are resolved promptly.
• Escalate unresolved matters to advanced support or engineering teams when necessary.
• Maintain professional and timely communication with clients throughout the handling process.
• Guide new customers during onboarding and provide education on using services such as internet, cloud, and cybersecurity.
• Assist in creating service reports, compiling performance feedback, and gathering customer insights for management.
• Support customer satisfaction surveys and feedback mechanisms.
• Ensure adherence to Service Level Agreements (SLAs) for all customer service interactions.

Qualifications and Experience

• Possess a Bachelor's degree or diploma in Information Technology, Business Administration, Telecommunications, or a similar discipline.
• Have 2 to 4 years of experience in customer service or technical support within telecommunications, ISPs, or managed IT services.
• Understand internet services, broadband technology, and basic network troubleshooting.
• Demonstrate strong communication skills in both English and Swahili, both spoken and written.
• Be familiar with CRM systems, ticketing, and helpdesk tools like Zoho or Freshdesk.
• Adopt a customer-oriented approach with an emphasis on problem-solving and relationship building.
• Exhibit the ability to multitask and maintain composure under pressure, ensuring diligent follow-up.

Preferred Skills

• Experience interacting with business-to-business (B2B) clients.
• Knowledge of fiber-optic internet, VPNs, and business connectivity options.
• Technical insight into modems, routers, static IP addresses, and customer premises equipment.

Additional Information

Application Deadline: 20th August 2026. Interested candidates are encouraged to send their CVs with the subject "Customer Support Executive" to the company's recruitment email.