The Customer Support Officer is the first point of contact for the healthcare professionals, institutional clients, and program participants who use TC4A's platforms — primarily the Medical Learning Hub (MLH). In this role, you will resolve queries quickly, ensure the user experience remains consistent across various markets, and provide valuable insights back to the product and program teams.
Key Responsibilities
Provide first-line support to healthcare professionals on the MLH platform regarding login, course access, certificates, and accreditation queries.
Manage support tickets across email, WhatsApp, and in-platform chat while maintaining clear SLAs.
Verify healthcare professional (HCP) credentials during onboarding to ensure platform integrity.
Support pharma client program participants with queries related to training, registration, and certification.
Document recurring issues and contribute to the development of FAQs, help center articles, and self-service content.
Liaise with the tech team to log, prioritize, and escalate platform bugs.
Track and report support metrics, including response time and resolution rates.
Support periodic user communications such as course launches, reminders, and country-specific notices.
Identify patterns and gather user feedback to inform product and program decisions.
Requirements
Bachelor's degree or equivalent professional experience.
2–3 years in customer support, customer success, or a comparable user-facing role.
Experience supporting a SaaS or digital platform.
Excellent written and spoken English.
A calm, patient, and problem-solving mindset.
Comfortable using help desk and CRM tools (e.g., Zendesk, Freshdesk, Intercom, HubSpot, or similar).
Strong organizational skills with the ability to manage high ticket volumes without losing quality.
Familiarity with healthcare professional workflows or medical terminology is an added advantage.
Basic data fluency (Excel/Sheets) for tracking trends and metrics.
How to Apply
Interested and qualified candidates should forward their CV to: admin.kenya@tc4a.com using the position as the subject of the email.
How to Apply
Interested and qualified candidates should forward their CV to: admin.kenya@tc4a.com using the position as the subject of the email.
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