2 Remote Senior Customer Support Specialist Technical Troubleshooting jobs in whatjobs
Remote Senior Customer Support Specialist, Technical Troubleshooting
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Senior Customer Support Specialist to join their fully remote support team. This role is essential for providing exceptional technical assistance and resolving complex customer issues across various platforms. The ideal candidate will possess a deep understanding of technical troubleshooting, excellent communication skills, and a passion for delivering outstanding customer experiences. You will act as a first point of escalation, guiding customers through intricate technical problems with patience and expertise. This position requires a proactive, problem-solving individual who thrives in a remote-first environment and is dedicated to ensuring customer satisfaction.
Key Responsibilities:
Qualifications:
While the original location is listed as **Kitale, Trans-Nzoia, KE**, this role is fully remote, offering great flexibility.
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, addressing complex inquiries and troubleshooting issues.
- Diagnose and resolve technical problems with software, hardware, or network configurations.
- Guide customers through step-by-step solutions, ensuring clear and effective communication.
- Escalate unresolved issues to appropriate internal teams (e.g., engineering, product development) with detailed documentation.
- Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Identify recurring technical issues and provide feedback to product and development teams for improvement.
- Train and mentor junior support staff on best practices and technical solutions.
- Monitor support queues and ensure timely response and resolution of customer tickets.
- Contribute to the continuous improvement of support processes and customer service standards.
- Stay up-to-date with product updates, technical advancements, and industry trends.
- Proactively identify opportunities to enhance the customer support experience.
- Assist with user acceptance testing of new features or bug fixes.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree in a technical field is a plus.
- Minimum of 4 years of experience in customer support, with at least 2 years in a technical support or helpdesk role.
- Proven expertise in troubleshooting a wide range of technical issues (e.g., software installation, network connectivity, hardware problems).
- Excellent problem-solving and analytical skills, with the ability to think critically and systematically.
- Outstanding verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Proficiency in using helpdesk software, CRM systems, and remote support tools.
- Ability to work independently, manage time effectively, and maintain productivity in a remote work environment.
- Strong customer advocacy and a genuine desire to help others.
- Patience, empathy, and a positive attitude when dealing with challenging customer situations.
- Experience in (Specific relevant industry, e.g., SaaS, IT infrastructure, etc.) is highly desirable.
While the original location is listed as **Kitale, Trans-Nzoia, KE**, this role is fully remote, offering great flexibility.
This advertiser has chosen not to accept applicants from your region.
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Remote Senior Customer Support Specialist - Technical Troubleshooting
Posted 9 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and technically proficient Senior Customer Support Specialist to join their fully remote support team. In this crucial role, you will be the primary point of contact for customers experiencing technical issues, providing expert-level assistance and ensuring a high level of customer satisfaction. The ideal candidate possesses exceptional communication skills, a deep understanding of troubleshooting methodologies, and the ability to guide users through complex technical solutions remotely. You will be instrumental in resolving customer inquiries, escalating issues when necessary, and contributing to the continuous improvement of support resources.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, addressing complex inquiries and issues.
- Diagnose and troubleshoot hardware, software, and network problems efficiently and effectively.
- Guide customers through step-by-step solutions, ensuring clarity and understanding.
- Document all customer interactions, troubleshooting steps, and resolutions in the support ticketing system.
- Identify recurring technical issues and escalate them to the relevant product or engineering teams with detailed reports.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Assist in training and mentoring junior support specialists, sharing best practices and technical knowledge.
- Proactively identify opportunities to improve the customer support experience and processes.
- Collaborate with cross-functional teams to resolve customer issues and provide feedback on product usability.
- Manage customer escalations, ensuring timely and satisfactory resolution.
- Contribute to customer success by providing exceptional service and fostering loyalty.
- Stay up-to-date with product updates and technical changes to provide accurate support.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in a technical customer support or helpdesk role.
- Proven expertise in troubleshooting various hardware, software, and network-related issues.
- Strong understanding of operating systems (Windows, macOS, Linux), common software applications, and basic networking concepts.
- Excellent active listening, verbal, and written communication skills.
- Ability to explain technical concepts clearly to non-technical users.
- Proficiency in using customer support software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Strong analytical and problem-solving skills, with a logical approach to diagnosis.
- Ability to work independently and manage time effectively in a remote setting.
- Patience, empathy, and a customer-centric attitude.
- Experience in mentoring or leading support teams is a plus.
This advertiser has chosen not to accept applicants from your region.
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