872 Customer Solutions jobs in Kenya
Remote Customer Support Specialist - Technical Solutions
10100 Nyeri Town
KES55000 month
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Our client is seeking dedicated and technically adept Remote Customer Support Specialists to provide exceptional assistance to their users. In this fully remote role, you will be the first point of contact for customers experiencing issues with our client's products or services, focusing primarily on resolving technical challenges. Your responsibilities include answering incoming calls, responding to emails and chat inquiries, and guiding customers through troubleshooting steps to resolve software, hardware, or service-related problems. The ideal candidate will possess excellent communication and active listening skills, patience, and a strong aptitude for understanding and explaining technical concepts. Proficiency in using customer relationship management (CRM) software, helpdesk ticketing systems, and remote support tools is essential. You will need to meticulously document customer interactions, track issues, and escalate complex problems to higher support tiers or relevant departments. Responsibilities also include identifying recurring issues, contributing to knowledge base articles, and providing feedback to improve product usability and customer experience. This role demands a proactive approach to problem-solving, the ability to multitask effectively, and a commitment to delivering outstanding customer satisfaction. You must be able to work independently, manage your time efficiently, and maintain a positive and professional demeanor in all customer interactions. This is a great opportunity to build a career in customer support within a supportive remote environment, making a tangible difference in the user experience.
Key Responsibilities:
Key Responsibilities:
- Provide technical support and troubleshooting to customers via phone, email, and chat.
- Resolve customer issues efficiently and effectively, ensuring high satisfaction rates.
- Document all customer interactions and support tickets accurately in the CRM system.
- Escalate complex technical issues to appropriate teams for resolution.
- Assist in creating and updating knowledge base articles and FAQs.
- Identify trends in customer inquiries and provide feedback for product improvement.
- Maintain a high level of product knowledge and technical expertise.
- Adhere to company policies and customer service standards.
- Proven experience in customer support or technical helpdesk roles.
- Strong understanding of software, hardware, and general technical troubleshooting.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- Customer-centric approach with a passion for helping others.
- High school diploma or equivalent; technical certifications are a plus.
- Must be based in Kenya and legally eligible to work remotely within the country.
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0
Remote Customer Support Specialist - Technical Solutions
20400 Kapsuser
KES75000 Annually
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Our client is seeking a highly motivated and technically adept Remote Customer Support Specialist to join their dynamic team. This is a fully remote position, offering the chance to provide exceptional technical assistance and problem-solving to a diverse customer base. You will be the primary point of contact for customers experiencing technical difficulties with our client's software products and services. Your responsibilities will include responding to customer inquiries via phone, email, and chat, troubleshooting technical issues, guiding users through product features and functionalities, and documenting customer interactions and resolutions in a CRM system. You should possess a strong aptitude for understanding complex technical concepts and explaining them in clear, easy-to-understand language. Excellent communication skills, patience, and a customer-centric approach are paramount. This role requires the ability to manage multiple customer cases simultaneously, prioritize tasks effectively, and escalate issues when necessary. You will work collaboratively with remote engineering and product development teams to identify recurring issues and contribute to product improvements. The ideal candidate has prior experience in a technical support role, a solid understanding of common software applications, operating systems, and network fundamentals. We are looking for an individual who is eager to learn, adaptable, and committed to providing outstanding customer service in a fast-paced, remote work environment. This is an excellent opportunity to grow your career in customer support within a leading technology company, working entirely from your chosen location.
Responsibilities:
Responsibilities:
- Provide technical support to customers via various communication channels.
- Troubleshoot and resolve software and hardware issues remotely.
- Guide customers through product setup, configuration, and usage.
- Document all customer interactions and technical issues in the CRM.
- Escalate complex technical problems to appropriate teams.
- Identify and report trends in customer issues.
- Contribute to the development of helpdesk documentation and FAQs.
- Maintain a high level of customer satisfaction.
- Stay current with product updates and new features.
- Manage individual support queue and ensure timely resolutions.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 2 years of experience in technical customer support or helpdesk roles.
- Proficiency with operating systems (Windows, macOS, Linux) and common software.
- Strong understanding of IT principles, networking, and troubleshooting methodologies.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users.
- Patience, empathy, and a customer-first attitude.
- Experience with CRM software (e.g., Salesforce, Zendesk).
- Ability to work independently and manage time effectively remotely.
- Strong problem-solving and analytical skills.
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1
Lead Customer Support Specialist - Technical Solutions
50100 Kakamega, Western
KES200000 Annually
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Our client, a rapidly expanding technology solutions provider, is looking for a motivated and experienced Lead Customer Support Specialist to manage its growing customer service operations. This role is ideal for an individual passionate about delivering exceptional customer experiences and possesses strong technical acumen. The position is based in **Kakamega, Kakamega, KE**, offering a fully remote working arrangement, allowing you to contribute from the comfort of your home office. You will be responsible for leading a team of support agents, resolving complex customer issues, and improving overall customer satisfaction. Key duties include:
- Providing first-line technical support and troubleshooting for a range of software and hardware products.
- Escalating unresolved issues to senior technical teams or development departments.
- Managing and resolving customer complaints and inquiries via phone, email, and chat platforms.
- Developing and maintaining a knowledge base of product information and troubleshooting guides.
- Training and mentoring new customer support representatives.
- Monitoring team performance and implementing quality assurance measures.
- Identifying recurring customer issues and providing feedback to product development teams for improvements.
- Ensuring adherence to service level agreements (SLAs) and maintaining high customer satisfaction scores.
- Contributing to the continuous improvement of customer support processes and workflows.
- Proactively identifying opportunities to enhance the customer experience.
- Handling customer feedback and ensuring timely resolution.
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2
Customer Service Representative - Technical Support
00300 Moiben
KES50000 month
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Our client is looking for a dedicated and customer-focused Customer Service Representative to provide exceptional technical support in Garissa. This on-site role requires a proactive individual who can assist customers with troubleshooting, product inquiries, and service-related issues. You will be the primary point of contact for customers seeking assistance, ensuring their experience is positive and their problems are resolved efficiently. Key responsibilities include responding to customer inquiries via phone, email, and chat; diagnosing and resolving technical problems with our products/services; guiding customers through product features and functionalities; escalating complex issues to appropriate departments; documenting customer interactions and solutions accurately; and providing feedback to improve products and services. The ideal candidate will possess excellent communication and interpersonal skills, with a patient and empathetic approach to customer service. Strong problem-solving abilities and a knack for explaining technical concepts clearly to non-technical users are essential. Previous experience in a customer service or technical support role is required. Familiarity with CRM software and ticketing systems is a plus. You should be able to work effectively in a team environment and manage multiple tasks simultaneously. A passion for helping people and a commitment to delivering high-quality support are key attributes we are looking for. If you thrive in a customer-facing role and are eager to contribute to a positive customer experience within our Garissa office, we encourage you to apply. Join us and become a valued member of our support team, ensuring our customers receive the best possible assistance.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries and resolve technical issues promptly.
- Provide clear and concise troubleshooting guidance to customers.
- Document customer interactions and resolutions in the CRM system.
- Escalate unresolved issues to senior support staff or relevant departments.
- Educate customers on product features and services.
- Maintain a high level of customer satisfaction.
- Identify trends in customer issues to suggest product improvements.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Proven experience in customer service or technical support.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and troubleshooting abilities.
- Ability to explain technical information clearly to diverse audiences.
- Familiarity with CRM and ticketing systems is a plus.
- High school diploma or equivalent; further education is advantageous.
- Ability to work independently and as part of a team.
- Customer-oriented attitude and a passion for service excellence.
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3
Customer Service Representative - Technical Support
20100 Mwembe
KES55000 month
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Our client is seeking a customer-focused and technically proficient Customer Service Representative to join their dedicated support team. This role is essential for providing exceptional assistance and resolving technical inquiries for their user base. You will be the first point of contact for customers experiencing issues with their products or services, tasked with troubleshooting problems, guiding users through solutions, and ensuring a positive customer experience. The ideal candidate possesses excellent communication skills, a patient demeanor, and a strong aptitude for understanding and explaining technical concepts. You should be adept at problem-solving and possess a genuine desire to help customers. This position is fully remote, allowing you to provide support from the comfort of your home, utilizing advanced communication and ticketing systems to manage customer interactions efficiently. Your dedication to customer satisfaction and technical expertise will be key to resolving issues promptly and effectively.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot technical issues reported by customers.
- Provide clear and concise instructions to guide customers through problem-solving steps.
- Document customer interactions and resolutions in the CRM system.
- Escalate complex issues to higher support tiers when necessary.
- Educate customers on product features and best practices.
- Maintain a high level of customer satisfaction through effective problem resolution.
- Identify trends in customer issues and provide feedback to product development teams.
- Stay updated on product knowledge and support procedures.
- Contribute to the development of knowledge base articles and FAQs.
- High School Diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven experience in a customer service or technical support role.
- Strong understanding of common technical issues and troubleshooting methods.
- Excellent verbal and written communication skills.
- Patience, empathy, and a customer-centric attitude.
- Ability to explain technical information clearly to non-technical users.
- Proficiency in using customer support software and CRM systems.
- Ability to multitask and manage time effectively.
- Strong problem-solving and analytical skills.
- Reliable internet connection and a dedicated workspace for remote work.
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4
Customer Service Representative - Technical Support
70100 Gathiruini
KES150000 Annually
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Our client, a leading provider of innovative software solutions, is seeking a dedicated and customer-focused Customer Service Representative to join their Technical Support team. This is a fully remote position, offering excellent flexibility and the opportunity to assist clients with their technical inquiries. You will be the first point of contact for customers experiencing issues with our client's products, providing timely and effective solutions. Responsibilities include troubleshooting technical problems, guiding users through product features, resolving software-related issues, and escalating complex cases to higher support tiers. You will maintain detailed records of customer interactions and resolutions in a CRM system. The ideal candidate will possess exceptional communication and problem-solving skills, with a patient and empathetic approach to customer service. Previous experience in a customer support or technical helpdesk role is highly preferred. Proficiency in troubleshooting common software and hardware issues, along with a strong understanding of customer service best practices, is essential. The ability to explain technical concepts clearly to non-technical users is crucial. You must be highly organized, detail-oriented, and capable of managing multiple inquiries simultaneously in a fast-paced, remote environment. A commitment to providing outstanding customer experiences is key. Join our client's team and contribute to their reputation for excellent customer support.
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5
Technical Support Lead - Customer Service
30100 Kitale, Rift Valley
KES70000 Annually
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Our client is seeking a dynamic and experienced Technical Support Lead to manage their customer service helpdesk operations. This hybrid role will involve a blend of remote work and on-site presence at our **Kitale, Trans-Nzoia, KE** offices, ensuring seamless customer support delivery. You will be responsible for leading a team of technical support specialists, providing guidance, training, and performance management. Your core duties will include resolving complex technical issues escalated by the support team, developing and maintaining knowledge base articles, monitoring support ticket queues, and ensuring adherence to service level agreements (SLAs). The ideal candidate will possess strong technical acumen, with expertise in troubleshooting common software and hardware issues relevant to our client's products or services. Excellent communication, interpersonal, and customer service skills are essential for interacting with customers and team members. You should have experience in customer support environments, with a proven ability to manage and motivate a support team. Familiarity with helpdesk ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools is required. This role requires strong analytical and problem-solving abilities, with a commitment to delivering exceptional customer experiences. You will also contribute to process improvements within the customer service department, ensuring efficient and effective support delivery across all channels.
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Customer Service Representative - Technical Support
80200 Nairobi, Nairobi
KES45000 month
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Job Description
Our client, a fast-growing technology solutions provider based in Malindi, Kilifi, KE , is seeking dedicated and technically proficient Customer Service Representatives for their remote support team. This fully remote role is crucial for providing exceptional technical assistance and resolving customer issues efficiently. You will be the primary point of contact for customers experiencing technical difficulties with our client's products or services. The ideal candidate possesses excellent communication skills, a strong technical aptitude, and a patient, customer-focused approach. This position requires you to work remotely, offering support via phone, email, and chat.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide timely and effective technical support to customers via phone, email, and chat channels.
- Diagnose and troubleshoot technical issues related to software, hardware, and network connectivity.
- Guide customers through step-by-step solutions to resolve their technical problems.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Escalate complex technical issues to appropriate support teams when necessary.
- Maintain a high level of customer satisfaction by delivering prompt, empathetic, and professional service.
- Identify recurring customer issues and provide feedback to the product development team for improvements.
- Stay updated on product knowledge and technical advancements.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Contribute to building a knowledge base of FAQs and troubleshooting guides.
Qualifications:
- Proven experience in a customer service or technical support role.
- Strong understanding of common operating systems (Windows, macOS, Linux) and troubleshooting techniques.
- Excellent verbal and written communication skills.
- Proficiency in using CRM software and ticketing systems.
- Ability to explain technical concepts clearly to non-technical users.
- Patience, empathy, and a customer-centric attitude.
- Ability to work independently and manage time effectively in a remote environment.
- Strong problem-solving and analytical skills.
- Ability to multitask and handle a high volume of customer inquiries.
- Must have a reliable internet connection and a dedicated remote workspace.
- Familiarity with cloud-based services or specific software relevant to the client's industry is a plus.
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7
Remote Customer Service Representative - Technical Support
20102 Mwembe
KES40000 Annually
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Our client is looking for enthusiastic and customer-focused individuals to join their team as Remote Customer Service Representatives specializing in Technical Support. This role is completely remote, allowing you to assist customers from the comfort of your home. You will be the first point of contact for customers seeking assistance with our client's products and services. Your primary responsibility will be to provide prompt, efficient, and friendly technical support via phone, email, and chat. This involves troubleshooting technical issues, guiding customers through setup processes, answering inquiries about product features, and resolving problems effectively. You will need to actively listen to customer concerns, identify the root cause of technical difficulties, and provide clear, step-by-step solutions. Maintaining accurate customer records and documenting all interactions in the CRM system is essential. The ideal candidate will possess excellent communication and interpersonal skills, with a patient and empathetic approach to customer service. Prior experience in a customer support or technical helpdesk role is highly desirable. Familiarity with common software applications and troubleshooting techniques is a must. You should be comfortable working in a fast-paced, remote environment and possess strong organizational and time-management skills. A reliable internet connection and a quiet workspace are required. This role offers an excellent opportunity to develop your customer service and technical problem-solving skills while providing valuable support to our client's customers nationwide.
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8
Remote Customer Service Lead - Technical Support
00200 Njiru Village
KES75000 month
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Job Description
Our client , a rapidly growing technology company specializing in cloud-based software solutions, is seeking a dynamic and experienced Customer Service Lead to manage their fully remote technical support team. This role offers the flexibility to lead and motivate a distributed team, ensuring exceptional customer service from anywhere within Kenya.
As a Customer Service Lead, you will be responsible for overseeing the day-to-day operations of the technical support department. Your key duties will include managing a team of customer service representatives, providing training and coaching, and ensuring that service level agreements (SLAs) are consistently met. You will act as a point of escalation for complex customer issues, providing timely and effective resolutions.
A crucial part of your role involves monitoring customer interactions across various channels, including phone, email, and chat, to ensure quality and adherence to company standards. You will analyze customer feedback and support metrics to identify trends, implement process improvements, and enhance the overall customer experience. The ideal candidate will have a proven ability to lead and inspire a team, foster a positive work environment, and drive performance. You will also be responsible for developing and updating support documentation, knowledge base articles, and troubleshooting guides.
Key responsibilities include:
The successful candidate will possess a Bachelor's degree in Business Administration, Communications, or a related field. A minimum of four years of experience in customer service or technical support, with at least two years in a leadership or supervisory role, is required. Previous experience managing a remote team is highly advantageous. Strong understanding of customer relationship management (CRM) software and ticketing systems is essential. Exceptional communication, problem-solving, and conflict-resolution skills are paramount. The ability to remain calm and professional under pressure, manage multiple priorities, and maintain a positive attitude in a remote setting is crucial. If you are a dedicated customer service professional with a passion for technology and leadership, seeking a challenging and rewarding fully remote opportunity, we encourage you to apply.
As a Customer Service Lead, you will be responsible for overseeing the day-to-day operations of the technical support department. Your key duties will include managing a team of customer service representatives, providing training and coaching, and ensuring that service level agreements (SLAs) are consistently met. You will act as a point of escalation for complex customer issues, providing timely and effective resolutions.
A crucial part of your role involves monitoring customer interactions across various channels, including phone, email, and chat, to ensure quality and adherence to company standards. You will analyze customer feedback and support metrics to identify trends, implement process improvements, and enhance the overall customer experience. The ideal candidate will have a proven ability to lead and inspire a team, foster a positive work environment, and drive performance. You will also be responsible for developing and updating support documentation, knowledge base articles, and troubleshooting guides.
Key responsibilities include:
- Leading, mentoring, and motivating a remote customer support team.
- Managing daily operations of the technical support department.
- Ensuring customer issues are resolved promptly and efficiently.
- Monitoring team performance and providing regular feedback and coaching.
- Acting as a point of escalation for complex customer inquiries.
- Developing and implementing customer service policies and procedures.
- Analyzing customer feedback and support data to identify areas for improvement.
- Creating and maintaining a comprehensive knowledge base and FAQ section.
- Training new team members and conducting ongoing training sessions.
- Collaborating with other departments to resolve customer issues effectively.
The successful candidate will possess a Bachelor's degree in Business Administration, Communications, or a related field. A minimum of four years of experience in customer service or technical support, with at least two years in a leadership or supervisory role, is required. Previous experience managing a remote team is highly advantageous. Strong understanding of customer relationship management (CRM) software and ticketing systems is essential. Exceptional communication, problem-solving, and conflict-resolution skills are paramount. The ability to remain calm and professional under pressure, manage multiple priorities, and maintain a positive attitude in a remote setting is crucial. If you are a dedicated customer service professional with a passion for technology and leadership, seeking a challenging and rewarding fully remote opportunity, we encourage you to apply.
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