Customer Support Officer

Position Overview

We are a fast-growing technology company developing software solutions used by schools, financial institutions, and other organizations across Rwanda. Our platforms support critical daily operations such as payments, reporting, communication, and service delivery. As our customer base continues to grow, we are seeking a committed and professional Customer Support Officer to join our team.

Key Responsibilities

• Provide day-to-day support to clients using our software systems (schools and institutional clients)
• Receive and respond to customer inquiries via phone, email, and messaging platforms
• Assist users in system usage, troubleshooting, and issue resolution
• Follow up reported issues with the technical team and ensure timely resolution
• Train new clients on how to use the system
• Monitor system usage and identify customer difficulties early
• Document reported problems and maintain support records
• Ensure high customer satisfaction and maintain strong relationships with clients

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or related field
• Strong computer literacy (Internet, Email, Office applications)
• Ability to learn software systems quickly
• Good problem-solving and analytical skills
• Excellent communication skills in English (Kinyarwanda and/or French is an added advantage)
• High level of professionalism, patience, and customer care attitude

Preferred Experience

• Experience in customer service or technical support
• Basic understanding of databases or accounting/school systems
• Experience training users or conducting demonstrations

Personal Attributes

We are looking for someone who:

• Is organized and reliable
• Is patient with non-technical users
• Can explain technical things in simple language
• Is proactive and takes ownership of issues
• Enjoys helping people and solving problems

Employment Details

• Location: Kigali, Rwanda
• Type: Full-time