Open to opportunities

Josh User

@joshuser3

Message

Customer Support Manager and Technical Support specialist driving team performance and process improvements.

Kenya

Message

What I'm looking for

I seek a role where I can combine technical support and customer success, lead teams, improve processes, and build user-focused documentation in a collaborative, growth-oriented company.

I am a dedicated Customer Support Manager and Technical Support specialist with over eight years' experience delivering technical support, content management, and customer success across international teams. I have led content and outreach teams, managed cloud subscriptions and billing processes, and supported customers for companies in Canada, Germany, Sweden, the US and UAE.

I combine ICT operational expertise with strong communication and process-optimization skills to resolve complex technical issues, create user-friendly documentation, and improve customer experience. My track record includes managing support tools (Zoho, HubSpot), troubleshooting via TeamViewer, and implementing content strategies that align with business goals.

Experience

Work history, roles, and key accomplishments

Current

Customer & Technical Support Specialist

Current

IPTV Partners

May 2020 - Present (5 years 5 months)

Provide technical support for Android TV boxes, troubleshoot devices via TeamViewer, and maintain customer records in Zoho to ensure timely issue resolution and accurate account data.

Technical Support Android TV TeamViewer Zoho Customer Service Troubleshooting Ticketing Remote Support

Customer Service Manager

TestRail by Gurock

Nov 2022 - Sep 2023 (10 months)

Managed customer support and billing inquiries, processed orders and refunds, and created product knowledge materials while handling CRM operations in HubSpot to improve customer satisfaction.

Customer Success HubSpot Billing Support Order Management Customer Relationship Management

Tech Support Administrator

BACF Inc

May 2021 - Nov 2022 (1 year 6 months)

Maintained systems, servers, and network infrastructure, provided end-user support and security management, and produced documentation and training to ensure operational reliability.

Network Administration User Support Security Management Documentation Troubleshooting IT Support

Outreach Specialist / Content Manager

AWISEE

May 2020 - Mar 2022 (1 year 10 months)

Led content strategy, managed writers and content calendars, and planned outreach campaigns to drive link-building and maintain content quality across projects.

Content Strategy Team Management Outreach Content Planning Talent Acquisition Collaboration Time Management

ICT Officer

County Government of Nyeri

Dec 2016 - Apr 2019 (2 years 4 months)

Maintained county IT systems and websites, managed hardware and Elimu Fund disbursement processes, and provided technical support and training to staff to ensure service continuity.

Technical Support Training IT Administration

Computer / Tech Specialist

Jet Counsel / Jawabkom

Jul 2017 - Jan 2018 (6 months)

Provided technical support, installed and configured hardware and software, troubleshot system and network issues, and assisted clients via phone and TeamViewer to restore operations.

Technical Support System Configuration TeamViewer Customer Service IT Maintenance Training

County ICT Volunteer

DAI (USAID)

Sep 2015 - Sep 2016 (1 year)

Installed and configured hardware and software, responded to service requests, set up user accounts, repaired equipment, and trained interns and junior staff on new systems and technology.

Technical Support User Onboarding Training Troubleshooting IT Support