Job description

Duties and Responsibilities

·        Visit new clients, conduct a security survey of our customers’ property, and carry out professional installation of security equipment and app configuration.

·        Provide technical support during the installation process and routine maintenance of Rafiki security systems.

·        Aid the product manager in the process of vetting, selecting new products and building the online store.

·        Improve and upsell our sales at the point of installation.

·        Handle outages and provide support for hardware/ getaway problems in distributed customer locations.

·        Document all incidents in ticketing tracking system.

·        Trend analyze and report reoccurring and critical issues to the support team.

·        Responsible for sorting the reported issues within the quoted time.

·        Responsible for problem escalation and communication to supervisor as required.

·        Respond to and fix systems, application problems and issues when need arises.

·        To handle technical complaints from the client.

·        To educate the clients on how to operate their systems.

·        To report any client requirements to the office immediately.

·        Ensure all equipment are fully functional when on-site, if not then follow up action should be implemented.

·        To carry out any other tasks as may be directed by the Management.