2 Lead Remote Technical Support Specialist jobs in whatjobs
Lead Remote Technical Support Specialist
Posted 13 days ago
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Job Description
Our client is seeking an experienced and solutions-oriented Lead Remote Technical Support Specialist to manage their customer service and technical assistance operations. This role is fully remote, allowing you to provide expert support from your home office. You will be the primary point of contact for resolving complex technical issues for our client's user base, ensuring customer satisfaction and minimal disruption. Key responsibilities include troubleshooting hardware and software problems, guiding users through step-by-step solutions, diagnosing and repairing faults, and escalating unresolved issues to appropriate technical teams. You will also be involved in developing and maintaining a knowledge base, creating support documentation, and training junior support staff. The ideal candidate possesses a deep understanding of IT infrastructure, operating systems, network protocols, and common software applications. Exceptional customer service skills, patience, and the ability to explain technical concepts clearly to non-technical users are paramount. Strong problem-solving and analytical skills are essential to quickly identify root causes and implement effective solutions. Experience with ticketing systems, remote access tools, and CRM software is required. This is an excellent opportunity for a motivated individual to take on a leadership role in a remote support environment, shaping the customer experience and contributing to the operational efficiency of our client. You will be instrumental in maintaining high standards of support, driving continuous improvement, and ensuring a seamless technical experience for all users, impacting services potentially related to Malindi, Kilifi, KE . A proactive approach to identifying potential issues and implementing preventative measures is highly valued.
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Lead Remote Technical Support Specialist
Posted 18 days ago
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Job Description
Our client is seeking an experienced and empathetic Lead Remote Technical Support Specialist to lead their customer service and helpdesk operations. This role is fully remote, requiring a dedicated individual who can provide exceptional technical assistance to a diverse user base. As the Lead Specialist, you will be responsible for troubleshooting complex technical issues, guiding junior support staff, and developing best practices for customer interaction. Your core duties will involve resolving escalated technical problems via phone, email, and chat, documenting all support interactions, and contributing to a comprehensive knowledge base. You will also play a key role in training new support agents, mentoring them on effective problem-solving techniques and customer service standards. Proactive monitoring of support channels to ensure timely responses and high customer satisfaction is essential. You will analyze support ticket trends to identify recurring issues and collaborate with the engineering and product teams to implement long-term solutions. The ability to clearly and concisely explain technical concepts to non-technical users is paramount. Strong analytical and problem-solving skills are required, along with a deep understanding of operating systems, network protocols, and common software applications. This position requires excellent communication skills, patience, and a genuine desire to help others. You will be expected to contribute to the continuous improvement of our support processes and tools. This role offers a fantastic opportunity to work from home, manage a distributed team, and directly impact the customer experience. The position is situated within the operational scope of Embu, Embu, KE , but is a 100% remote role, providing flexibility and a focus on results. Join our client's mission to deliver outstanding remote technical support.
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