Joy Kangai

Remote Customer Support Specialist with 3+ years of experience providing customer assistance through email, chat, Slack, Discord, and ticketing platforms. Experienced in resolving customer issues, performing first-level investigations, escalating complex cases, and maintaining a professional and empathetic approach in fast-paced technology environments. Skilled in supporting customers with technical and cybersecurity-related concerns, documenting interactions, troubleshooting issues, and collaborating with internal teams to deliver timely solutions.

Strong written and verbal English communication skills with proven ability to multitask, manage high-volume conversations, and work independently in remote teams.

Customer Support Specialist / Cybersecurity Support at Doppel (2024-01 – 2026-01)

• Provided remote customer support through email, Slack, Discord, and Jira, assisting customers with technical and cybersecurity-related inquiries.
• Responded to customer questions with a prompt, professional, and empathetic approach while ensuring a positive customer experience.
• Investigated customer issues by gathering information, analyzing reported problems, and providing first-step troubleshooting support.
• Escalated advanced customer queries and technical issues to relevant internal teams while ensuring proper documentation.
• Managed multiple customer conversations simultaneously while maintaining accuracy and quality.
• Created and maintained clear records of customer interactions, incidents, and resolutions.
• Assisted customers during security-related incidents by providing clear communication and timely updates.
• Worked closely with engineering and operational teams to improve issue resolution processes.
• Prepared PIR (Post Incident Report) communications to ensure customers received accurate incident summaries.
• Successfully supported customers in a fast-paced cybersecurity technology environment.
• Maintained high-quality customer communication while handling sensitive security-related issues.
• Adapted quickly to new products, processes, and remote collaboration tools.

Data Annotation Specialist at CloudFactory (2018-01 – 2019-01)

• Completed data annotation projects involving image, video, audio, and LiDAR datasets.
• Maintained over 97% accuracy while following detailed project guidelines.
• Performed quality checks to ensure accuracy and consistency of completed tasks.
• Managed deadlines while working independently in a remote environment.
• Collaborated with distributed teams to achieve project goals.

– College Nairobi (2021-01)