Open to opportunities

Honore Mugisha

@honoremugisha

Remote customer support and technical assistance specialist with 2+ years of healthcare client communication and issue resolution.

Rwanda

Message

What I'm looking for

I’m looking for a remote customer support role where I can support healthcare patients/clients, manage privacy-aware communication, coordinate appointments, keep accurate records in a CRM, and resolve issues calmly—escalating when needed and working well with internal teams.

I’m a customer support and technical assistance professional with 2+ years of client-facing experience across remote and technical support environments. I handle inquiries, follow-ups, documentation, issue resolution, and escalation with clear communication, empathy, and privacy-aware service.

In my current remote role, I manage customer inquiries through phone, email, and chat—using active listening, probing questions, and accurate information handling. I confirm customer details, update records, document actions taken, maintain privacy awareness, and escalate complex cases when needed.

Before that, I supported pharmacy and retail users with ERP/POS troubleshooting, guiding different technical levels through step-by-step problem solving. Earlier, I worked on network operations—monitoring service incidents, logging updates, and coordinating with technical teams to restore connectivity and service availability while keeping accurate records.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Arise Virtual Solutions

Jan 2025 - Present (1 year 6 months)

Provide remote customer support by handling inquiries via phone, email, and chat with empathetic communication and accurate information. Follow up on cases, maintain privacy awareness, document actions in support systems, and escalate complex issues when needed.

Phone Support Email Support Chat Support Support Platforms Active Listening Case Documentation Escalations Probing Questions Appointment Scheduling

IT Support Technician

Algorithm Inc. (Ishyiga Software)

Jan 2022 - Dec 2025 (3 years 11 months)

Deliver client-facing ERP/POS support for pharmacy and retail users by troubleshooting access, printing, workstation, performance, and connectivity issues. Document inquiries and resolutions, guide users through step-by-step troubleshooting, and coordinate with internal technical teams when issues impact operations.

ERP Support POS Support Troubleshooting Workstation Support Connectivity Issues User Guides Case Documentation

Network Technician / NOC Engineer

Airtel Rwanda Ltd

Jan 2021 - Dec 2022 (1 year 11 months)

Monitor network service incidents and log operational updates, escalating unresolved cases and communicating status to technical teams. Support troubleshooting for connectivity, network performance, hardware, and service availability issues with accurate recordkeeping.

Operational Updates Escalations Connectivity Issues Network Troubleshooting hardware troubleshooting