3 Senior Customer Support Specialist Technical Issues jobs in whatjobs
Senior Customer Support Specialist - Technical Issues
Posted 5 days ago
Job Viewed
Job Description
Our client, a leading software provider, is seeking a dedicated and skilled Senior Customer Support Specialist to handle complex technical issues for their global user base. This is a fully remote position, requiring exceptional problem-solving abilities and a deep understanding of our product suite. You will be the primary point of contact for escalated customer inquiries, providing timely and effective solutions. The role emphasizes a remote-first approach, with a strong focus on digital communication and efficient ticket management.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via email, chat, and phone, resolving complex product-related issues.
- Diagnose and troubleshoot software problems, identifying root causes and implementing solutions.
- Escalate unresolved issues to relevant development or engineering teams with detailed documentation.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Assist in training and mentoring junior support staff on product knowledge and support procedures.
- Identify trends in customer issues and provide feedback to product development teams for improvement.
- Manage customer relationships, ensuring high levels of satisfaction and retention.
- Document all customer interactions and resolutions accurately within the CRM system.
- Proactively monitor customer systems and performance where applicable.
- Contribute to improving support processes and customer experience strategies.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in technical customer support, preferably in a software or SaaS environment.
- Proven ability to diagnose and resolve complex technical issues related to software applications.
- Strong understanding of operating systems, networking concepts, and database fundamentals.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Proficiency in using helpdesk software and CRM systems.
- Strong analytical and problem-solving skills.
- Ability to work independently and manage time effectively in a remote setting.
- Patience, empathy, and a customer-centric attitude.
- Experience with scripting or basic programming is a plus.
This advertiser has chosen not to accept applicants from your region.
0
Senior Customer Support Specialist, Technical Issues
Posted 9 days ago
Job Viewed
Job Description
Our client, a rapidly expanding technology company, is seeking a highly skilled and empathetic Senior Customer Support Specialist to join their fully remote customer service team. This role is critical in providing exceptional technical support to our diverse customer base. You will be responsible for troubleshooting complex technical issues, guiding customers through solutions, and ensuring a high level of customer satisfaction. The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and a deep understanding of our products/services. As a remote-first organization, we empower our team members to excel from anywhere in Kenya, providing the tools and support necessary for success.
Responsibilities:
Qualifications:
This is an exciting remote opportunity to join a growing team and make a real difference in customer experience from your home office in Nyeri, Nyeri, KE .
Responsibilities:
- Provide expert-level technical assistance and troubleshooting for customer inquiries via various channels, including email, chat, and phone.
- Diagnose and resolve complex technical issues related to software, hardware, or service configurations.
- Guide customers through product functionalities and troubleshooting steps with patience and clarity.
- Document customer interactions, issues, and resolutions accurately in our CRM system.
- Identify recurring technical issues and provide feedback to product development and engineering teams for continuous improvement.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Escalate unresolved issues to higher-level support or specialized teams when necessary, ensuring prompt follow-up.
- Train and mentor junior customer support representatives on technical aspects and best practices.
- Contribute to the development and implementation of support policies and procedures.
- Actively participate in team meetings and contribute to a collaborative and supportive remote work environment.
- Monitor customer feedback and satisfaction metrics, striving to exceed expectations.
Qualifications:
- High school diploma or equivalent; a Bachelor's degree in a technical field is a plus.
- Minimum of 3 years of experience in a technical customer support role, preferably within the tech industry.
- Proven ability to troubleshoot and resolve complex technical problems efficiently.
- Excellent communication (written and verbal), interpersonal, and active listening skills.
- Strong understanding of common operating systems, software applications, and hardware troubleshooting.
- Experience with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to explain technical concepts to non-technical users clearly and concisely.
- Patience, empathy, and a customer-centric approach.
- Self-motivated and able to work independently in a remote setting, managing time effectively.
- A proactive approach to learning about new technologies and product updates.
This is an exciting remote opportunity to join a growing team and make a real difference in customer experience from your home office in Nyeri, Nyeri, KE .
This advertiser has chosen not to accept applicants from your region.
1
Senior Customer Support Specialist - Technical Issues
Posted 20 days ago
Job Viewed
Job Description
Our client, a rapidly growing tech company, is seeking a dedicated and experienced Senior Customer Support Specialist to manage and resolve complex technical issues for their user base. This is a fully remote position, allowing you to provide exceptional support from anywhere. The ideal candidate will have a proven ability to troubleshoot a wide range of technical problems, effectively communicate solutions to customers, and contribute to improving support processes. You will be the frontline point of contact for customers experiencing difficulties with our products and services, requiring a deep understanding of our offerings and a patient, empathetic approach. Responsibilities include diagnosing software and hardware issues, guiding users through troubleshooting steps, escalating complex problems to engineering teams when necessary, and documenting all support interactions. You will also be involved in creating and maintaining knowledge base articles, FAQs, and support guides to empower users and reduce support volume. A key aspect of this role involves identifying recurring issues and providing feedback to product development teams to drive improvements. The ability to translate technical jargon into clear, understandable language for non-technical users is paramount. This role demands excellent problem-solving skills, strong organizational abilities, and the capacity to manage multiple customer inquiries simultaneously in a fast-paced environment. Success in this position requires a commitment to delivering outstanding customer experiences and a passion for technology. You will be an integral part of a supportive, remote-first team, contributing to customer satisfaction and loyalty.
Key Responsibilities:
Required Qualifications:
Key Responsibilities:
- Provide advanced technical support to customers via various channels (email, chat, phone).
- Diagnose, troubleshoot, and resolve complex technical issues related to software and hardware.
- Guide customers through step-by-step solutions and product usage.
- Escalate unresolved issues to appropriate internal teams and follow up to ensure resolution.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Create and update knowledge base articles, FAQs, and troubleshooting guides.
- Identify trends in customer issues and provide feedback to product and engineering teams.
- Assist in training new customer support representatives.
- Contribute to improving customer support processes and workflows.
- Maintain a high level of customer satisfaction through timely and effective support.
Required Qualifications:
- Associate's or Bachelor's degree in a technical field or equivalent practical experience.
- Minimum of 4 years of experience in technical customer support or a related role.
- Proven ability to troubleshoot and resolve complex technical issues.
- Excellent knowledge of common operating systems, software applications, and hardware.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly.
- Strong empathy, patience, and a customer-centric attitude.
- Proficiency with helpdesk software and CRM systems.
- Ability to work independently and manage time effectively in a remote setting.
- Proactive problem-solver with a strong attention to detail.
- Experience in SaaS support is a significant advantage.
This advertiser has chosen not to accept applicants from your region.
Be The First To Know
About the latest Senior customer support specialist technical issues Jobs in Kenya !
2