6 Senior Customer Service Technical Support Specialist Remote jobs in whatjobs
Senior Customer Service & Technical Support Specialist - Remote
Posted 23 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Senior Customer Service & Technical Support Specialist to join their fully remote support team. In this vital role, you will be the primary point of contact for customers, providing exceptional assistance with product inquiries, troubleshooting technical issues, and ensuring overall customer satisfaction. This position demands outstanding communication skills, deep technical knowledge, and the ability to resolve complex problems efficiently and empathetically in a remote setting.
Key responsibilities include:
The ideal candidate will have a proven track record of success in customer service and technical support, with at least 3 years of experience. Strong technical aptitude and the ability to quickly learn new software and systems are essential. Excellent problem-solving, analytical, and troubleshooting skills are paramount. Outstanding verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users, are required. A patient, empathetic, and customer-centric approach is a must. The ability to work independently, manage time effectively, and thrive in a fast-paced, remote environment is crucial. Proficiency with CRM software and helpdesk ticketing systems is highly desirable. This is an excellent opportunity to grow your career in customer support within a supportive and dynamic remote team.
This remote role provides dedicated support for customers and stakeholders operating in and aroundBungoma, Bungoma, KE .
Key responsibilities include:
- Providing prompt, accurate, and friendly customer support via multiple channels (email, chat, phone).
- Diagnosing and resolving technical issues related to the company's products and services.
- Guiding customers through product features, setup, and troubleshooting processes.
- Escalating complex technical problems to appropriate internal teams and following up to ensure resolution.
- Maintaining a high level of product knowledge and staying updated on new features and updates.
- Documenting customer interactions, issues, and resolutions in the CRM system.
- Identifying trends in customer inquiries and providing feedback to product development and QA teams.
- Contributing to the development and improvement of support resources, such as FAQs and knowledge base articles.
- Acting as a subject matter expert and mentor for junior support representatives.
- Ensuring a positive and professional customer experience at all touchpoints.
The ideal candidate will have a proven track record of success in customer service and technical support, with at least 3 years of experience. Strong technical aptitude and the ability to quickly learn new software and systems are essential. Excellent problem-solving, analytical, and troubleshooting skills are paramount. Outstanding verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users, are required. A patient, empathetic, and customer-centric approach is a must. The ability to work independently, manage time effectively, and thrive in a fast-paced, remote environment is crucial. Proficiency with CRM software and helpdesk ticketing systems is highly desirable. This is an excellent opportunity to grow your career in customer support within a supportive and dynamic remote team.
This remote role provides dedicated support for customers and stakeholders operating in and aroundBungoma, Bungoma, KE .
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Service & Technical Support Specialist (Remote)
Posted 15 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and empathetic Senior Customer Service & Technical Support Specialist to join their dedicated team. This is a fully remote position, offering the flexibility to provide exceptional support from anywhere. You will be the primary point of contact for customers experiencing technical issues or requiring assistance with our client's products and services. The ideal candidate will possess a strong technical aptitude, outstanding problem-solving abilities, and a genuine passion for delivering outstanding customer experiences. You will handle complex inquiries, troubleshoot technical problems, and guide customers through solutions.
Responsibilities:
Responsibilities:
- Provide advanced technical support and troubleshooting for customers via phone, email, and chat.
- Resolve complex customer issues efficiently and effectively, escalating when necessary.
- Educate customers on product features, usage, and best practices.
- Document all customer interactions, issues, and resolutions in the CRM system.
- Identify recurring technical issues and collaborate with engineering teams to implement long-term solutions.
- Contribute to the development and maintenance of knowledge base articles and FAQs.
- Train and mentor junior customer support representatives.
- Gather customer feedback and provide insights to product development teams.
- Maintain high levels of customer satisfaction and loyalty.
- Stay updated on product updates, new features, and troubleshooting techniques.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical customer support or helpdesk roles.
- Proven ability to troubleshoot and resolve complex technical issues.
- Strong understanding of software applications, operating systems, and common IT hardware.
- Excellent communication, listening, and interpersonal skills.
- Patience, empathy, and a customer-centric approach.
- Proficiency in using helpdesk software and CRM systems.
- Ability to work independently and manage time effectively in a remote setting.
- Strong problem-solving and analytical abilities.
- Experience in a senior or lead support role is highly desirable.
This advertiser has chosen not to accept applicants from your region.
1
Senior Customer Service & Technical Support Specialist (Remote)
Posted 16 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and empathetic Senior Customer Service & Technical Support Specialist to provide exceptional support in a fully remote environment. This role requires a blend of outstanding customer service abilities and robust technical troubleshooting skills to assist clients with a wide range of inquiries and issues. You will be the primary point of contact for customers, ensuring timely and effective resolution of their concerns, thereby fostering customer loyalty and satisfaction. The ideal candidate will be a patient, articulate, and resourceful problem-solver with a proven track record in technical support and customer-facing roles.
Key responsibilities include:
Qualifications: A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, is preferred. A minimum of 5 years of experience in a customer service and technical support role, preferably in a remote setting, is essential. Proven experience troubleshooting software, hardware, and network issues is mandatory. Excellent communication, active listening, and interpersonal skills are critical for effective remote client engagement. Proficiency with CRM software and ticketing systems is required. Strong analytical and problem-solving abilities, with a logical approach to troubleshooting, are paramount. The ability to work independently, manage time effectively, and maintain a positive attitude under pressure in a remote environment is crucial. This is a fully remote position, offering flexibility and autonomy. Our client offers a competitive salary, comprehensive benefits, and opportunities for career advancement within a growing organization.
Key responsibilities include:
- Providing advanced technical support and troubleshooting for complex product/service issues via phone, email, and chat.
- Guiding customers through product setup, configuration, and usage.
- Diagnosing and resolving software and hardware-related problems.
- Escalating unresolved issues to appropriate internal teams while ensuring follow-through.
- Documenting customer interactions, issues, and resolutions accurately in the CRM system.
- Developing and maintaining a deep understanding of the company's products and services.
- Creating and updating knowledge base articles and FAQs to empower customers and support staff.
- Identifying recurring issues and providing feedback to product development and engineering teams for improvement.
- Training and mentoring junior customer support representatives.
- Ensuring all customer inquiries are handled professionally and efficiently, meeting or exceeding service level agreements (SLAs).
- Proactively identifying opportunities to improve the customer experience.
- Managing customer expectations and delivering solutions with empathy and clarity.
Qualifications: A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, is preferred. A minimum of 5 years of experience in a customer service and technical support role, preferably in a remote setting, is essential. Proven experience troubleshooting software, hardware, and network issues is mandatory. Excellent communication, active listening, and interpersonal skills are critical for effective remote client engagement. Proficiency with CRM software and ticketing systems is required. Strong analytical and problem-solving abilities, with a logical approach to troubleshooting, are paramount. The ability to work independently, manage time effectively, and maintain a positive attitude under pressure in a remote environment is crucial. This is a fully remote position, offering flexibility and autonomy. Our client offers a competitive salary, comprehensive benefits, and opportunities for career advancement within a growing organization.
This advertiser has chosen not to accept applicants from your region.
2
Senior Customer Service & Technical Support Specialist (Remote)
Posted 23 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and highly competent Senior Customer Service & Technical Support Specialist to join their fully remote support team. This pivotal role involves providing exceptional assistance to customers, resolving technical inquiries, and ensuring a superior customer experience. You will be the primary point of contact for customers facing issues with our products or services, requiring a deep understanding of our offerings and the ability to troubleshoot complex problems efficiently. The ideal candidate possesses outstanding communication skills, patience, and a genuine desire to help others. Your responsibilities will include responding to customer inquiries via phone, email, and chat, diagnosing technical issues, guiding users through troubleshooting steps, and escalating unresolved problems to appropriate departments. You will maintain detailed records of customer interactions and resolutions in our CRM system. As a senior specialist, you will also be involved in training new team members, contributing to knowledge base articles, and identifying areas for service improvement. This position requires strong analytical and problem-solving abilities, coupled with technical aptitude. This is a fully remote position, offering the flexibility to provide outstanding support from anywhere in Kenya. We are looking for a proactive, empathetic, and technically adept individual committed to delivering first-class customer service.
Key Responsibilities:
Key Responsibilities:
- Provide expert technical support and customer service via multiple channels (phone, email, chat).
- Diagnose and resolve complex technical issues related to our products/services.
- Guide customers through troubleshooting procedures and product usage.
- Escalate complex issues to Tier 2/3 support or relevant departments.
- Maintain accurate and detailed customer records in the CRM system.
- Develop and update knowledge base articles and support documentation.
- Train and mentor junior customer support representatives.
- Identify trends in customer issues and provide feedback for product improvement.
- Ensure customer satisfaction and build strong customer relationships.
- Adhere to service level agreements (SLAs) and company support policies.
- Bachelor's degree in a relevant field or equivalent practical experience.
- Minimum of 5 years of experience in customer service and technical support roles.
- Proven ability to troubleshoot and resolve technical issues for software/hardware products.
- Excellent verbal and written communication skills.
- Strong interpersonal skills and a customer-centric approach.
- Proficiency with CRM systems and helpdesk software.
- Ability to work independently and manage time effectively in a remote environment.
- Strong problem-solving and analytical capabilities.
- Experience in training or mentoring team members is a plus.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Service & Technical Support Specialist (Remote)
Posted 20 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking an exceptional Senior Customer Service & Technical Support Specialist to join their dedicated support team. This is a fully remote position, offering the flexibility to provide world-class assistance from your home office. You will be the primary point of contact for customers, addressing inquiries, troubleshooting technical issues, and ensuring a high level of customer satisfaction. Your responsibilities will include providing prompt and effective technical support via phone, email, and chat, diagnosing and resolving software-related problems, and escalating complex issues to higher-level support or engineering teams when necessary. You will also be responsible for documenting support interactions, creating knowledge base articles, and contributing to the continuous improvement of support processes and resources. The ideal candidate will possess outstanding communication, problem-solving, and analytical skills, with a deep understanding of software applications and IT support principles. You should be empathetic, patient, and possess a genuine desire to help customers succeed. Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is essential. You must be a self-starter, capable of managing your workload efficiently and working independently in a remote environment. We are looking for a proactive individual who can quickly learn new technologies and provide clear, concise explanations to users of varying technical expertise. A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, is required. At least 3-5 years of experience in a customer service or technical support role, preferably within the software industry, is essential. Experience troubleshooting web-based applications and understanding of SaaS environments is highly desirable. Join our client in this crucial remote role, providing essential support to users who interact with systems relevant to the **Machakos, Machakos, KE** area and across the globe.
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Service & Technical Support Specialist (Remote)
Posted 8 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking a highly skilled and empathetic Senior Customer Service & Technical Support Specialist to join their fully remote support team. This role is essential in ensuring our clients receive exceptional assistance and timely resolution to their technical challenges. You will handle complex inquiries, troubleshoot software issues, and provide guidance on product usage, all while working from your home office. The ideal candidate possesses deep technical knowledge, outstanding problem-solving skills, and a passion for customer satisfaction. This remote position requires excellent communication and patience.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for software products via phone, email, chat, and remote access tools.
- Diagnose and resolve complex software defects and issues, escalating when necessary to engineering teams.
- Guide customers through product features, functionalities, and best practices.
- Create and maintain comprehensive documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Assist in training junior support staff and sharing product knowledge.
- Proactively identify trends in customer issues and provide feedback to product development teams for continuous improvement.
- Manage customer escalations and ensure timely resolution to maintain high customer satisfaction.
- Participate in user acceptance testing for new product releases.
- Contribute to the development and refinement of support processes and procedures.
- Maintain accurate records of customer interactions and technical issues in the CRM system.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in technical support, customer service, or a similar role, preferably within the software industry.
- Strong understanding of software applications, operating systems, and network fundamentals.
- Excellent diagnostic and problem-solving skills.
- Exceptional communication, active listening, and customer service skills, essential for remote interaction.
- Proficiency in using support ticketing systems and remote support tools.
- Ability to explain technical concepts clearly to non-technical users.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
- Experience with (mention specific software type, e.g., CRM software, SaaS products) is a plus.
- Patience and a customer-centric attitude.
This advertiser has chosen not to accept applicants from your region.
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