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Customer Support Officer Job in Kigali Company: SchoolGEAR Location: Kigali Job Type: Full Time Position: Customer Support Officer Industry: Customer Service, Information Technology, Technical Support, Software Services Department: Client Support & Operations Job Overview SchoolGEAR is seeking a dedicated and customer-focused Customer Support Officer to support schools, financial institutions, and organizational clients using the company’s software systems. This opportunity is ideal for professionals interested in customer service, technical support, software troubleshooting, IT support, user training, client relationship management, problem-solving, and digital service delivery . The successful candidate will assist clients with software usage, troubleshoot technical issues, provide system guidance, maintain customer satisfaction, and coordinate with internal technical teams for issue resolution. Candidates searching for Customer Support Officer jobs in Rwanda, IT support jobs, customer service careers, technical support vacancies, software support jobs, help desk opportunities, client relationship management jobs, technology company jobs, customer care careers, and digital support roles are encouraged to apply. Job seekers looking for updated technology and customer service opportunities in Rwanda can also browse openings through customer support jobs in Rwanda for current employment listings. About the Company SchoolGEAR is a growing technology company focused on developing software solutions for schools, financial institutions, and organizations throughout Rwanda. Its platforms support critical services such as payments, reporting, communication, service delivery, and operational management . Working at SchoolGEAR provides professionals an opportunity to gain valuable exposure to software systems, customer support operations, technical troubleshooting, user training, and technology-driven service delivery . Key Responsibilities Customer Service & Client Support The Customer Support Officer will: Provide daily support to schools and institutional clients using software systems. Respond to customer inquiries through: Phone calls Email support Messaging platforms Ensure excellent customer service and timely issue resolution. Build and maintain strong client relationships. Promote high levels of customer satisfaction. Technical Support & Troubleshooting Responsibilities include: Assisting users with software navigation and system usage. Troubleshooting technical problems and resolving customer concerns. Escalating technical issues to development or IT teams when necessary. Following up on unresolved issues until successful completion. Monitoring user challenges and identifying system difficulties early. User Training & System Guidance The selected candidate will: Train new customers on system functionality and usage. Conduct product demonstrations and onboarding support. Explain technical processes in simple language for non-technical users. Improve customer confidence in system adoption. Professionals seeking broader technical support jobs, IT customer care careers, software implementation opportunities, technology help desk roles, customer success jobs, and digital services careers may also browse customer support jobs in Angola for regional employment opportunities. Documentation & Reporting The role also involves: Documenting customer-reported problems. Maintaining accurate support records and issue logs. Monitoring customer usage and feedback trends. Supporting service improvement recommendations. Collaboration & Team Coordination The Customer Support Officer will: Coordinate closely with technical and operational teams. Ensure smooth communication between clients and software teams. Support continuous service improvements and operational efficiency. Job Description & Daily Duties The successful candidate will be responsible for: Providing software and technical customer support Responding to inquiries via phone, email, and messaging platforms Troubleshooting software-related issues Training clients on system usage and onboarding Maintaining support records and customer reports Coordinating issue resolution with technical teams Monitoring customer satisfaction and service quality Supporting client relationship management initiatives Education Requirements Applicants should possess: Bachelor’s Degree in: Information Technology Computer Science Business Information Systems Software Engineering Related field Additional certifications in customer support, IT service management, software systems, CRM platforms, or technical troubleshooting will be an added advantage. Experience Requirements Preferred candidates should have: 2 years Experience in: Customer service Technical support IT support environments Help desk services User training or demonstrations Experience with school systems, accounting software, databases, or institutional software solutions is an advantage. Required Skills & Competencies Successful applicants should demonstrate: Strong communication skills in English Knowledge of Kinyarwanda and/or French (added advantage) Excellent customer service and relationship management skills Strong problem-solving and analytical abilities Computer literacy including: Internet usage Email systems Microsoft Office Applications Ability to quickly learn new software systems Patience and professionalism with non-technical users Strong organization and multitasking skills Candidates exploring help desk technician jobs, customer care careers, software support specialist roles, IT customer service jobs, technical account support positions, and digital operations opportunities may also explore customer support jobs in Eswatini for wider regional opportunities. Salary & Benefits Salary: Competitive compensation package based on competence, technical skills, and overall performance. Additional benefits may include: Professional growth opportunities Technology industry exposure Continuous learning and career development Software systems and customer support training Practical experience with institutional clients Performance-based incentives Training & Professional Development The selected candidate may receive training in: Customer Service Excellence Technical Support & Troubleshooting Software System Navigation Client Relationship Management (CRM) Communication & Problem Resolution User Training & Product Demonstrations Operational Support & Reporting Personal Attributes SchoolGEAR seeks someone who: Is organized and dependable Is patient with non-technical users Communicates technical information clearly Takes ownership of customer concerns Enjoys helping people and solving problems
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