Stephen Juma Onduto
Technical Product Support Specialist @Assent
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WORK HISTORY
Technical Product Support Specialist @Assent
Product Knowledge: Develop and maintain in-depth knowledge of the product or technology they support. Stay updated on product updates, features, and changes. Customer Support: Provide technical support to customers or clients via various channels, such as phone, email, chat, or in-person. Assist customers in troubleshooting issues, resolving problems, and answering technical questions. Issue Resolution: Diagnose technical problems and provide solutions or workarounds. Escalate complex issues to higher-level support or engineering teams as needed. Documentation: Create and maintain technical documentation, including user guides, FAQs, and troubleshooting guides. Ensure documentation is accurate and up-to-date. Product Feedback: Gather and relay customer feedback and product improvement suggestions to the product development team. Collaborate with product managers to prioritize and implement enhancements. Quality Assurance: Test new product releases and updates to identify and report any issues or bugs. Work with development teams to ensure product quality and reliability. Remote Assistance: Utilize remote desktop tools to troubleshoot and resolve customer issues remotely. Data Analysis: Analyze customer support data to identify common issues and trends. Use data to improve support processes and enhance the product\'s usability. Cross-Functional Collaboration: Collaborate with other departments such as sales, marketing, and engineering to ensure a coordinated approach to customer support and product development. Emergency Response: Provide assistance during critical incidents or system outages to minimize downtime and ensure a rapid resolution. Knowledge Sharing: Share technical knowledge and expertise with colleagues and team members. Contribute to a knowledge base or internal resource repository. Continuous Learning: Stay updated on industry trends, emerging technologies, and best practices in technical support,
EDUCATION
University of Surrey
Sustainable Energy Engineering with Industrial Practice MSc SK
Jomo Kenyatta University of Agriculture and Technology (JKUAT)
BSc. Mining and Mineral Processing Engineering, Mining and Mineral Engineering
ABOUT STEPHEN JUMA ONDUTO
Engineer with a background in Mining and a strong commitment to sustainable energy solutions. Currently pursuing an MSc in Sustainable Energy, I bring a solid foundation in resource management, energy systems, and environmental impact mitigation. With over 5 years of experience as a Technical Product Support Specialist, I have supported compliance and sustainability-focused platforms, working with ESG, REACH, RoHS, EU WFD, SCIP, California Prop 65, RM-CMRT, HTS, FMD and TSCA modules. My strengths lie in problem-solving, system optimization, and aligning engineering principles with environmental goals. Certified in Cyber Risk, Product Management, and Project Management. Proficient in Salesforce, SAP, Power BI, Microsoft Office Suite, and Jira.
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