16 Remote Technical Support Lead jobs in whatjobs
Job Description
Our client is looking for an experienced and proactive Remote Technical Support Lead to manage and guide their customer support team. This is a fully remote position, empowering you to lead from any location within Kenya. You will be responsible for ensuring the highest level of technical assistance is provided to clients, troubleshooting complex issues, and fostering a high-performing support environment. The ideal candidate has a strong technical background, exceptional leadership qualities, and a proven ability to resolve challenging customer problems efficiently. You will also play a key role in developing support strategies and improving team performance.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a team of remote technical support specialists.
- Oversee the resolution of customer technical issues, ensuring timely and effective solutions.
- Develop and implement best practices for technical support operations.
- Monitor team performance metrics, provide coaching, and conduct regular performance reviews.
- Handle escalated customer complaints and complex technical challenges.
- Collaborate with product and engineering teams to identify and address recurring technical issues.
- Contribute to the creation and maintenance of comprehensive technical documentation and knowledge base articles.
- Identify training needs for the support team and develop training programs.
- Ensure excellent customer satisfaction through proactive communication and effective problem-solving.
- Manage support ticketing systems and ensure efficient workflow management.
- Participate in the hiring and onboarding process for new support team members.
- Stay up-to-date with product updates and new technologies.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing and motivating remote teams.
- Strong understanding of IT systems, networks, and common software applications.
- Excellent troubleshooting and problem-solving skills.
- Exceptional communication and interpersonal skills.
- Proficiency with helpdesk software and remote support tools.
- Ability to prioritize and manage multiple tasks effectively.
- A customer-centric mindset with a passion for service excellence.
- Experience in the (mention relevant industry, e.g., SaaS, IT services) sector is a plus.
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Remote Technical Support Lead
Posted 5 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Remote Technical Support Lead to manage and elevate their customer service and helpdesk operations. This is a crucial, fully remote role that requires exceptional leadership, technical acumen, and a passion for providing outstanding customer experiences. You will lead a team of support specialists, ensuring prompt and effective resolution of technical issues for a diverse user base. This position offers the flexibility to work from anywhere, coordinating a high-performing, distributed support team. Responsibilities include:
- Leading, mentoring, and managing a team of remote technical support specialists
- Developing and implementing support strategies and best practices to ensure high customer satisfaction
- Overseeing the efficient operation of the helpdesk system, including ticket management and escalation procedures
- Providing Tier 2/3 technical support for complex hardware, software, and network issues
- Creating and maintaining comprehensive knowledge base articles, FAQs, and troubleshooting guides
- Analyzing support trends and identifying root causes of recurring issues to drive product improvements
- Training and onboarding new support team members
- Monitoring key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores
- Collaborating with engineering and product teams to resolve bugs and implement feature enhancements
- Ensuring adherence to service level agreements (SLAs) and maintaining documentation standards
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience
- Minimum of 5 years of experience in technical support or IT helpdesk roles, with at least 2 years in a leadership or supervisory capacity
- Proven ability to lead and motivate a remote team
- In-depth knowledge of operating systems (Windows, macOS, Linux), common software applications, and network troubleshooting
- Experience with ticketing systems (e.g., Zendesk, Jira Service Management, ServiceNow)
- Excellent problem-solving, analytical, and diagnostic skills
- Strong communication, customer service, and interpersonal skills
- Ability to remain calm and effective under pressure
- Proficiency in creating technical documentation and training materials
- Experience with remote support tools and methodologies
- Certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus
This advertiser has chosen not to accept applicants from your region.
1
Remote Technical Support Lead
Posted 3 days ago
Job Viewed
Job Description
Our client is looking for a motivated and experienced Remote Technical Support Lead to spearhead their customer service operations. This is a fully remote position, offering the flexibility to work from anywhere. You will be responsible for managing a team of technical support specialists, ensuring the delivery of exceptional customer service, and resolving complex technical issues for our diverse client base. The ideal candidate possesses strong leadership skills, a deep understanding of IT systems, and a passion for customer satisfaction.
Your responsibilities will include leading, training, and mentoring the technical support team, setting performance standards, and monitoring team performance to ensure service level agreements are met. You will act as a point of escalation for challenging technical issues, diagnosing and resolving problems efficiently. This role also involves developing and maintaining support documentation, knowledge bases, and troubleshooting guides. You will analyze support trends to identify recurring issues and propose solutions to prevent future problems. Furthermore, you will collaborate with other departments, such as engineering and product development, to provide feedback and drive product improvements. You will also be responsible for managing support tools and ticketing systems, ensuring their optimal utilization.
We require candidates with a Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role, is essential. Proven experience managing remote teams is highly desirable. Strong troubleshooting skills across various operating systems and software applications are a must. Excellent communication, interpersonal, and problem-solving abilities are crucial for success in this role. This is a fantastic opportunity to lead a dedicated team and make a significant impact on customer experience, all from the comfort of your own home.
Your responsibilities will include leading, training, and mentoring the technical support team, setting performance standards, and monitoring team performance to ensure service level agreements are met. You will act as a point of escalation for challenging technical issues, diagnosing and resolving problems efficiently. This role also involves developing and maintaining support documentation, knowledge bases, and troubleshooting guides. You will analyze support trends to identify recurring issues and propose solutions to prevent future problems. Furthermore, you will collaborate with other departments, such as engineering and product development, to provide feedback and drive product improvements. You will also be responsible for managing support tools and ticketing systems, ensuring their optimal utilization.
We require candidates with a Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role, is essential. Proven experience managing remote teams is highly desirable. Strong troubleshooting skills across various operating systems and software applications are a must. Excellent communication, interpersonal, and problem-solving abilities are crucial for success in this role. This is a fantastic opportunity to lead a dedicated team and make a significant impact on customer experience, all from the comfort of your own home.
This advertiser has chosen not to accept applicants from your region.
2
Remote Technical Support Lead
Posted 2 days ago
Job Viewed
Job Description
Our client is searching for a motivated and experienced Remote Technical Support Lead to manage and elevate their customer service and helpdesk operations. This role requires a blend of strong technical acumen, exceptional leadership skills, and a deep commitment to providing outstanding customer support in a fully remote setting. You will be responsible for overseeing a team of technical support specialists, ensuring timely and effective resolution of customer issues, and continuously improving support processes. Your key responsibilities include managing the day-to-day operations of the helpdesk, mentoring and training support staff, and acting as a point of escalation for complex technical problems. You will develop and implement support policies and procedures, track key performance indicators (KPIs), and report on team performance and customer satisfaction. The ideal candidate will possess extensive experience in technical support, with a proven ability to diagnose and resolve a wide range of hardware, software, and network issues. Experience with CRM systems and helpdesk ticketing software is essential. You should be adept at managing a remote team, fostering a collaborative and supportive work environment. Excellent communication and problem-solving skills are paramount, as is the ability to translate technical information into understandable terms for non-technical users. This position requires a proactive approach to identifying trends in customer issues and recommending solutions or product improvements. While the role is fully remote, it will primarily serve customers and operations related to **Malindi, Kilifi, KE**. We are looking for a leader who is passionate about customer success and dedicated to building a world-class support function. If you thrive in a remote environment and possess the skills to lead a high-performing technical support team, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
3
Remote Technical Support Lead
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking an experienced and proactive Remote Technical Support Lead to manage and guide their customer support team. In this fully remote role, you will be responsible for overseeing the technical support operations, resolving escalated customer issues, and mentoring a team of support specialists. You will ensure that customers receive timely and effective technical assistance, contributing to high levels of customer satisfaction and product adoption. The ideal candidate possesses strong leadership skills, in-depth technical knowledge, and a commitment to providing exceptional remote support.
Key Responsibilities:
Key Responsibilities:
- Lead, train, and mentor a team of remote technical support agents.
- Manage the queue of incoming support requests, ensuring timely resolution of escalated issues.
- Develop and implement best practices for technical support processes and workflows.
- Act as a point of escalation for complex technical problems that cannot be resolved by junior staff.
- Monitor support team performance and provide regular feedback and coaching.
- Contribute to the creation and maintenance of technical documentation, knowledge bases, and FAQs.
- Analyze support trends to identify recurring issues and provide feedback to product and engineering teams.
- Ensure that service level agreements (SLAs) are met and customer satisfaction is maintained.
- Assist in the onboarding and training of new technical support team members.
- Stay current with product updates, new features, and technical advancements relevant to the supported products.
- Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
- Minimum of 4 years of experience in technical support, with at least 2 years in a lead or supervisory role.
- Proven experience troubleshooting complex technical issues across various platforms and software.
- Strong understanding of (mention relevant technologies, e.g., networking, operating systems, specific software suites).
- Excellent leadership, coaching, and team management skills.
- Exceptional communication, problem-solving, and customer service skills.
- Proficiency with helpdesk software, ticketing systems, and remote support tools.
- Ability to work independently and manage priorities effectively in a remote environment.
- A proactive approach to identifying and resolving issues before they impact customers.
- Experience in (mention specific industry, e.g., SaaS, E-commerce, Telecommunications) is highly desirable.
This advertiser has chosen not to accept applicants from your region.
4
Remote Technical Support Lead
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a proactive and skilled Remote Technical Support Lead to manage their customer support operations. This role is fully remote, allowing you to work from anywhere while leading a team of dedicated support professionals. You will be responsible for ensuring timely and effective resolution of technical issues for our clients, maintaining high levels of customer satisfaction, and improving support processes. The ideal candidate will have a strong technical background, excellent leadership abilities, and a passion for delivering outstanding customer service. You will analyze support trends, identify recurring issues, and collaborate with product and engineering teams to implement solutions. This is a critical role in ensuring our client’s products and services meet customer expectations.
Responsibilities:
Responsibilities:
- Lead, train, and mentor a remote technical support team.
- Oversee the daily operations of the technical support department, ensuring adherence to SLAs.
- Develop and implement strategies to improve customer satisfaction and first-contact resolution rates.
- Manage ticket queues, prioritize issues, and ensure timely and efficient resolution.
- Analyze support data to identify trends, root causes of issues, and areas for product improvement.
- Create and maintain comprehensive knowledge base articles and support documentation.
- Act as a point of escalation for complex technical issues.
- Collaborate with cross-functional teams (e.g., Engineering, Product Management) to resolve product issues.
- Monitor team performance and provide regular feedback and coaching.
- Contribute to the development and implementation of new support tools and technologies.
- Ensure consistent quality and professionalism in all customer interactions.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, with at least 2 years in a team lead or supervisory role.
- Strong understanding of software applications, operating systems, and network troubleshooting.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent leadership, communication, and interpersonal skills.
- Proven ability to manage a remote team effectively.
- Strong analytical and problem-solving abilities.
- Customer-centric mindset with a passion for service excellence.
- Ability to work independently and manage time efficiently in a remote setting.
- Familiarity with ITIL best practices is a plus.
This advertiser has chosen not to accept applicants from your region.
5
Remote Technical Support Lead
Posted 22 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and skilled Remote Technical Support Lead to manage and enhance their customer support operations. In this fully remote position, you will be responsible for leading a team of support specialists, ensuring prompt and effective resolution of customer inquiries and technical issues. Your role will involve troubleshooting complex problems, developing support documentation and knowledge bases, and implementing strategies to improve customer satisfaction and service efficiency. You will monitor support ticket queues, assign tasks to team members, and provide ongoing coaching and performance feedback. A crucial part of your responsibility will be to identify recurring issues and collaborate with product and engineering teams to implement permanent solutions. The ideal candidate will possess excellent communication, problem-solving, and leadership skills, with a proven ability to manage a remote team effectively. Experience with various ticketing systems, CRM software, and remote support tools is essential. You will also be expected to analyze support data, generate reports on team performance, and recommend improvements to support processes and policies. This role requires a proactive approach, a keen eye for detail, and a passion for delivering exceptional customer experiences. You will be the primary point of contact for escalated issues and will play a key role in maintaining high service standards across the board. Join our client's growing remote team and contribute to providing world-class technical assistance to their user base, all while working from **Thika, Kiambu, KE**.
This advertiser has chosen not to accept applicants from your region.
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6
Remote Technical Support Lead
Posted 23 days ago
Job Viewed
Job Description
Our client is a rapidly growing technology company seeking an experienced and proactive Technical Support Lead to manage their remote customer support operations. This is a fully remote position, offering the flexibility to manage a team and support customers from anywhere. You will be responsible for leading a team of technical support specialists, ensuring timely and effective resolution of customer issues, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong background in technical support, excellent problem-solving skills, and proven leadership capabilities. You will be the primary point of escalation for complex technical issues and will contribute to improving support processes and documentation.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a team of remote technical support specialists, fostering a high-performance culture.
- Oversee the daily operations of the technical support department, ensuring efficient ticket management and timely issue resolution.
- Serve as a primary point of escalation for complex technical issues and customer complaints.
- Develop and implement support strategies to improve customer satisfaction and reduce resolution times.
- Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Monitor support metrics and key performance indicators (KPIs), providing regular reports to management.
- Identify trends in support issues and collaborate with product development and engineering teams to address root causes.
- Ensure the team adheres to established support protocols and service level agreements (SLAs).
- Train new support staff and provide ongoing professional development for the team.
- Manage customer relationships, ensuring a positive and supportive experience.
- Continuously evaluate and improve support tools and technologies.
- Contribute to product improvement by providing valuable customer feedback.
- Ensure the team operates efficiently and effectively within a remote work environment.
- Handle administrative tasks related to team management and performance.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role.
- Proven experience managing remote teams and customer support operations.
- In-depth knowledge of troubleshooting hardware, software, and network issues.
- Experience with customer support platforms (e.g., Zendesk, Salesforce Service Cloud) and ticketing systems.
- Strong understanding of ITIL best practices for service management.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to remain calm and professional under pressure.
- Proficiency in diagnosing and resolving technical issues across various operating systems and applications.
- Experience in developing and delivering training programs.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
- Familiarity with cloud technologies and SaaS products is a plus.
This advertiser has chosen not to accept applicants from your region.
7
Job Description
Our client is searching for an experienced and dedicated Remote Technical Support Lead to manage and enhance their customer support operations. This is a fully remote position, allowing you to work from anywhere while leading a global team of support specialists. You will be instrumental in defining support strategies, improving customer satisfaction, and ensuring the efficient resolution of technical issues for our client's diverse customer base. This role requires exceptional leadership, strong technical acumen, and a passion for delivering outstanding customer service in a virtual environment.
Key responsibilities include:
Essential qualifications and skills:
Key responsibilities include:
- Leading, mentoring, and motivating a remote technical support team to achieve performance goals and maintain high service standards.
- Developing and implementing comprehensive support strategies and workflows to streamline issue resolution and improve customer experience.
- Monitoring support ticket volumes, response times, and resolution rates, identifying trends and implementing corrective actions.
- Creating and maintaining a knowledge base of technical solutions, troubleshooting guides, and FAQs.
- Acting as an escalation point for complex technical issues, providing expert guidance and support.
- Collaborating with product development and engineering teams to provide feedback on product usability and identify potential improvements.
- Training new support team members and conducting ongoing training sessions to keep the team updated on product knowledge and support best practices.
- Ensuring adherence to service level agreements (SLAs) and company policies.
- Generating regular reports on support team performance, customer satisfaction metrics, and key support trends.
- Championing a customer-centric approach throughout the support organization.
Essential qualifications and skills:
- Proven experience in a customer service or technical support role, with at least 3 years in a leadership or supervisory capacity.
- Extensive knowledge of helpdesk software and CRM systems.
- Strong understanding of IT systems, software applications, and troubleshooting methodologies.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Demonstrated ability to lead and manage remote teams effectively.
- Ability to analyze data, identify trends, and make data-driven decisions.
- A proactive approach to problem-solving and a commitment to continuous improvement.
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent practical experience.
This advertiser has chosen not to accept applicants from your region.
8
Job Description
Our client is looking for a highly motivated and experienced Technical Support Lead to manage their remote customer service and helpdesk operations. This is a fully remote position, offering the flexibility to work from your home office. You will be responsible for leading a team of technical support specialists, ensuring prompt and effective resolution of customer inquiries and technical issues across various platforms. Your duties will include managing support ticket queues, troubleshooting complex technical problems, developing and maintaining knowledge base articles, and implementing best practices for customer service excellence. You will also be involved in training new support staff, monitoring team performance, and identifying areas for improvement in support processes and tools. The ideal candidate will have a proven background in IT support or a related technical field, with at least 3 years of experience in a supervisory or lead role. Strong knowledge of operating systems, network troubleshooting, and common software applications is essential. Excellent communication, interpersonal, and problem-solving skills are critical for interacting with customers and guiding your team. You should be proficient in using helpdesk ticketing systems and remote support tools. This role requires a proactive individual with strong organizational skills and the ability to manage priorities effectively in a remote setting. You will play a vital role in ensuring customer satisfaction and maintaining the high standards of technical support that our client is known for. The ability to motivate and mentor a remote team will be key to your success in this challenging and rewarding position.
This advertiser has chosen not to accept applicants from your region.
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