3 Senior Customer Service Technical Support Specialist jobs in whatjobs
Senior Customer Service & Technical Support Specialist
Posted 23 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company that provides innovative solutions for businesses worldwide, is seeking an experienced Senior Customer Service & Technical Support Specialist to join their fully remote support team. This role is crucial for ensuring our clients receive exceptional assistance, resolving technical issues efficiently, and fostering customer loyalty. You will be a primary point of contact, providing expert guidance and support to a diverse user base.
The ideal candidate will possess a strong blend of technical aptitude, outstanding communication skills, and a genuine passion for helping others. You will be adept at troubleshooting complex software issues, explaining technical concepts clearly, and de-escalating challenging customer situations. This position requires a proactive approach to problem-solving, meticulous attention to detail, and the ability to work independently and as part of a globally dispersed team. You will handle inquiries via multiple channels, including email, phone, and chat, ensuring timely and satisfactory resolutions that enhance the customer experience.
Key Responsibilities:
Qualifications:
This is an excellent opportunity for a seasoned support professional to contribute to a leading technology company, enjoying the flexibility and convenience of a fully remote position. Our client offers a competitive salary and benefits, along with a supportive and growth-oriented work environment.
The ideal candidate will possess a strong blend of technical aptitude, outstanding communication skills, and a genuine passion for helping others. You will be adept at troubleshooting complex software issues, explaining technical concepts clearly, and de-escalating challenging customer situations. This position requires a proactive approach to problem-solving, meticulous attention to detail, and the ability to work independently and as part of a globally dispersed team. You will handle inquiries via multiple channels, including email, phone, and chat, ensuring timely and satisfactory resolutions that enhance the customer experience.
Key Responsibilities:
- Provide high-level technical support and customer service to clients via phone, email, and chat.
- Troubleshoot and diagnose complex software issues, identifying root causes and implementing effective solutions.
- Guide customers through product features, functionalities, and best practices.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Develop and maintain comprehensive knowledge base articles and FAQs.
- Collaborate with product development and engineering teams to report bugs and suggest product improvements.
- Identify trends in customer inquiries and escalate recurring issues.
- Assist in training new support team members.
- Ensure customer satisfaction by providing timely, accurate, and empathetic support.
- Adhere to service level agreements (SLAs) and key performance indicators (KPIs).
- Stay up-to-date with product updates and industry best practices.
Qualifications:
- 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, customer service, or a related role, preferably within the SaaS industry.
- Proven ability to troubleshoot and resolve complex software-related issues.
- Excellent communication, listening, and interpersonal skills.
- Strong understanding of customer service principles and best practices.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to explain technical concepts to non-technical users.
- Strong problem-solving and analytical skills.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
- Patience and a customer-centric attitude.
This is an excellent opportunity for a seasoned support professional to contribute to a leading technology company, enjoying the flexibility and convenience of a fully remote position. Our client offers a competitive salary and benefits, along with a supportive and growth-oriented work environment.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Service & Technical Support Specialist
Posted 14 days ago
Job Viewed
Job Description
Our client, a leader in innovative software solutions, is seeking a dedicated and experienced Senior Customer Service & Technical Support Specialist to join their fully remote support team. This role is crucial in ensuring our users receive timely, accurate, and empathetic assistance, resolving technical issues and enhancing their overall experience with our products. The ideal candidate will possess a strong understanding of customer service best practices combined with advanced technical troubleshooting skills. You will be responsible for handling complex customer inquiries via phone, email, and chat, diagnosing software-related problems, and guiding users through solutions. This position requires the ability to effectively communicate technical information to users with varying levels of technical expertise. You will also be involved in identifying recurring issues, providing feedback to the product development team, and contributing to the creation of knowledge base articles and support documentation. The ability to manage your workload efficiently, prioritize tasks, and maintain a high level of customer satisfaction in a remote environment is paramount. We are looking for a proactive problem-solver with a passion for helping others and a commitment to delivering exceptional service. This role demands excellent interpersonal skills, patience, and a meticulous approach to problem resolution. You will be part of a collaborative remote team, working towards shared customer success goals. We encourage individuals who are self-motivated, adaptable, and eager to learn about our evolving product suite. This remote-first position supports our global client base and may involve interactions with users or support efforts related to Embu, Embu, KE . Your expertise will be vital in maintaining strong customer relationships and ensuring product adoption.
Key Responsibilities:
Key Responsibilities:
- Provide expert-level technical support and customer service to users via multiple channels (phone, email, chat).
- Diagnose and resolve complex software and hardware issues efficiently.
- Guide users through troubleshooting steps and product functionalities.
- Identify, document, and escalate recurring technical problems and bugs.
- Contribute to the development and maintenance of knowledge base articles and FAQs.
- Gather customer feedback and provide insights to product and development teams.
- Maintain a high level of customer satisfaction and retention.
- Manage and prioritize a queue of support tickets effectively.
- Collaborate with team members to share knowledge and best practices.
- Stay updated on product features, updates, and industry trends.
- Proven experience in a customer service and technical support role, with a focus on software.
- Strong understanding of software troubleshooting methodologies.
- Excellent communication, active listening, and interpersonal skills.
- Ability to explain technical concepts clearly to non-technical users.
- Proficiency in using support ticketing systems and remote access tools.
- Strong problem-solving and analytical abilities.
- Ability to work independently, manage time effectively, and maintain productivity remotely.
- Experience in a customer-facing role with a focus on user satisfaction.
- High school diploma or equivalent; technical certifications or further education in a related field are a plus.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Service & Technical Support Specialist
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Senior Customer Service & Technical Support Specialist to join their fully remote support team. This role is vital in providing exceptional assistance to customers, resolving technical issues, and ensuring a high level of customer satisfaction. You will act as a primary point of contact, utilizing your strong problem-solving skills and product knowledge to address inquiries via phone, email, and chat. The ideal candidate is patient, empathetic, and possesses excellent communication skills, with a proven ability to troubleshoot technical problems effectively. This position requires a self-motivated individual who can manage their workload efficiently and contribute positively to a remote team environment.
Responsibilities:
Responsibilities:
- Provide first-line technical support and customer service to end-users.
- Troubleshoot and resolve a wide range of technical issues related to software, hardware, and services.
- Guide customers through step-by-step solutions in a clear and concise manner.
- Escalate complex issues to senior technical teams when necessary, ensuring proper documentation.
- Respond to customer inquiries promptly and professionally across various communication channels.
- Maintain accurate and detailed records of customer interactions and issues in the CRM system.
- Identify trends in customer issues and provide feedback to product development and engineering teams.
- Develop and update knowledge base articles and FAQs to empower customers and support agents.
- Proactively identify opportunities to improve the customer support process.
- Assist in training new support agents and share best practices.
- Contribute to a positive and collaborative remote team atmosphere.
- Adhere to service level agreements (SLAs) and performance metrics.
- Associate's or Bachelor's degree in IT, Computer Science, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in customer service and technical support roles.
- Strong understanding of operating systems, software applications, and basic networking concepts.
- Excellent troubleshooting and problem-solving abilities.
- Exceptional verbal and written communication skills.
- Proficiency with helpdesk software and CRM systems.
- Ability to manage time effectively and prioritize tasks in a remote work environment.
- Patience, empathy, and a customer-centric attitude.
- Ability to work independently with minimal supervision.
- Experience supporting SaaS products is a plus.
This advertiser has chosen not to accept applicants from your region.
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