2 Senior Remote Customer Service Technical Support Specialist jobs in whatjobs
Senior Remote Customer Service & Technical Support Specialist
Posted 16 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking a highly motivated and customer-centric Senior Customer Service & Technical Support Specialist to join their fully remote support team. This role is crucial in ensuring our clients receive exceptional assistance and swift resolution to their technical challenges.
As a Senior Specialist, you will be the first point of contact for customers seeking technical assistance with our software products. Your responsibilities will include diagnosing and troubleshooting complex technical issues, guiding users through problem-solving processes, and escalating issues when necessary. You will leverage your deep product knowledge and excellent communication skills to provide a positive and effective customer experience. This role requires a proactive approach to identifying recurring issues and contributing to knowledge base development.
Key Responsibilities:
As a Senior Specialist, you will be the first point of contact for customers seeking technical assistance with our software products. Your responsibilities will include diagnosing and troubleshooting complex technical issues, guiding users through problem-solving processes, and escalating issues when necessary. You will leverage your deep product knowledge and excellent communication skills to provide a positive and effective customer experience. This role requires a proactive approach to identifying recurring issues and contributing to knowledge base development.
Key Responsibilities:
- Provide expert-level technical support to customers via phone, email, and chat.
- Diagnose and troubleshoot complex software issues, identifying root causes and implementing effective solutions.
- Guide customers through step-by-step solutions for software usage and technical problems.
- Escalate unresolved issues to higher-level support or development teams, providing detailed documentation.
- Create and maintain clear, comprehensive documentation for troubleshooting guides, FAQs, and user manuals.
- Proactively identify trends in customer issues and suggest improvements to products or support processes.
- Train and mentor junior support staff.
- Manage customer inquiries and issues efficiently, ensuring timely resolution and high satisfaction rates.
- Contribute to the continuous improvement of customer service standards and procedures.
- Stay up-to-date with product updates and new features.
- A Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- A minimum of 4 years of experience in technical support, customer service, or a similar role, preferably in the software industry.
- Proven ability to troubleshoot and resolve complex technical issues.
- Excellent understanding of software applications and operating systems.
- Strong communication, active listening, and interpersonal skills.
- Ability to explain technical concepts clearly and concisely to non-technical users.
- Proficiency in using customer support software and ticketing systems.
- Strong problem-solving and analytical skills.
- Ability to work independently, manage time effectively, and maintain high productivity in a remote work environment.
- A patient, empathetic, and customer-focused approach.
This advertiser has chosen not to accept applicants from your region.
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Senior Remote Customer Service & Technical Support Specialist
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Senior Customer Service & Technical Support Specialist to join their fully remote support team. This role is crucial for ensuring our customers receive exceptional assistance and swift resolution to their technical issues. You will be the primary point of contact for customers, providing comprehensive support via phone, email, and chat. The ideal candidate possesses a strong technical aptitude, excellent problem-solving skills, and a passion for delivering outstanding customer experiences. You will handle complex inquiries, troubleshoot software and hardware issues, guide users through product features, and escalate critical problems when necessary. This is a remote-first position, allowing you the flexibility to work from your home office while making a tangible difference in customer satisfaction. Responsibilities include:
Qualifications:
This is an exciting opportunity for a seasoned support professional to join a growing, remote-first company and play a key role in maintaining high customer satisfaction levels. Contribute your expertise and advance your career from the comfort of your home.
- Providing Tier 2 and Tier 3 technical support to customers experiencing issues with our products/services.
- Troubleshooting and diagnosing software, hardware, and network problems.
- Guiding customers through step-by-step solutions for complex technical issues.
- Responding to customer inquiries via phone, email, and live chat in a timely and professional manner.
- Documenting all customer interactions, issues, and resolutions in the CRM system.
- Identifying recurring technical issues and collaborating with product development teams to implement permanent fixes.
- Creating and updating knowledge base articles and troubleshooting guides.
- Providing feedback to improve product usability and customer support processes.
- Assisting with customer onboarding and providing training on product features.
- Escalating unresolved issues to senior management or specialized technical teams.
- Mentoring and supporting junior members of the customer support team.
- Ensuring customer satisfaction through effective communication and problem-solving.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum of 4-6 years of experience in customer service and technical support, preferably in a remote environment.
- Proven ability to troubleshoot complex technical issues across various platforms and operating systems.
- Strong understanding of networking concepts, software applications, and hardware troubleshooting.
- Excellent communication, active listening, and interpersonal skills.
- Demonstrated ability to remain calm and professional under pressure.
- Proficiency with CRM software and helpdesk ticketing systems.
- Experience in creating technical documentation and knowledge base content.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
- A customer-centric approach with a genuine desire to help others.
- Experience supporting SaaS products is a plus.
This is an exciting opportunity for a seasoned support professional to join a growing, remote-first company and play a key role in maintaining high customer satisfaction levels. Contribute your expertise and advance your career from the comfort of your home.
This advertiser has chosen not to accept applicants from your region.
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