Job Description

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.

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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.

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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

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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

How to Apply

Interested candidates should submit:

• Application Letter
• Updated CV/Resume
• Copy of Academic Degree

Company: SchoolGEAR
Location: Kigali, Rwanda
Position: Customer Support Officer
Job Type: Full Time

Application Deadline: 23 February 2027

Only shortlisted candidates will be contacted.