1,455 Help Desk Analyst jobs in Kenya
Technical Support Agent (Customer Service)
10102 Bura
KES48000 Monthly
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking a skilled and personable Technical Support Agent to join their fully remote customer service team. This role is vital in ensuring our clients receive timely and effective technical assistance, resolving inquiries, and enhancing their overall experience with our products. You will be the first point of contact for customers experiencing technical difficulties, diagnosing issues, and guiding them towards solutions. The ideal candidate possesses excellent communication skills, a patient demeanor, and a strong aptitude for troubleshooting technology-related problems. This is a fully remote position, offering the flexibility to work from home while contributing significantly to customer satisfaction.
Key Responsibilities:
Qualifications:
This fully remote role provides an excellent opportunity to advance your career in technical support within a supportive and dynamic organization. If you are a tech-savvy problem-solver passionate about customer success, we encourage you to apply.
Key Responsibilities:
- Provide first-level technical support to customers via phone, email, and chat channels.
- Troubleshoot and diagnose software issues, hardware problems, and connectivity issues.
- Guide customers through step-by-step solutions for common technical challenges.
- Escalate complex issues to higher-level support teams with accurate documentation.
- Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
- Contribute to the development and maintenance of the knowledge base with clear, concise troubleshooting articles.
- Identify trends in customer support requests and report them to relevant departments for product improvement.
- Ensure customer satisfaction by providing friendly, efficient, and effective support.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Stay informed about product updates and new features to provide accurate support.
Qualifications:
- Previous experience in a customer service or technical support role is essential.
- Familiarity with common operating systems (Windows, macOS) and software applications.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely.
- Strong problem-solving abilities and a logical approach to troubleshooting.
- Patience, empathy, and a genuine desire to help customers.
- Proficiency in using helpdesk software and CRM systems.
- Ability to manage time effectively and multitask in a fast-paced, remote environment.
- A reliable internet connection and a dedicated, quiet workspace.
- Must be able to collaborate with team members remotely, conceptually linked to Mlolongo, Machakos, KE .
- Basic understanding of networking concepts is a plus.
This fully remote role provides an excellent opportunity to advance your career in technical support within a supportive and dynamic organization. If you are a tech-savvy problem-solver passionate about customer success, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
0
Customer Service Representative - Technical Support
10100 Nyeri Town
KES65000 Monthly
WhatJobs
Posted 12 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and customer-focused Customer Service Representative to join their support team on a fully remote basis. In this role, you will be the first point of contact for customers, providing friendly, efficient, and effective assistance with inquiries, issues, and general information. You will handle a variety of customer interactions through multiple channels, including phone, email, and chat, ensuring a positive customer experience. As a remote team member, you will utilize essential communication and support tools to manage your workload and collaborate with your team. The ideal candidate possesses excellent communication skills, a patient demeanor, and a genuine desire to help others succeed.
Responsibilities:
Qualifications:
This is a fantastic opportunity to join a customer-centric organization and build a career in customer service from the comfort of your home, supporting customers associated with **Nyeri, Nyeri, KE**. If you are a people-person with a knack for problem-solving, we encourage you to apply.
Responsibilities:
- Respond to customer inquiries and resolve issues promptly and professionally via phone, email, and chat.
- Provide information about products and services.
- Troubleshoot basic technical issues and guide customers through solutions.
- Process orders, returns, and exchanges as needed.
- Maintain accurate customer records and document all interactions.
- Identify and escalate complex issues to senior support staff or relevant departments.
- Follow communication guidelines and company policies.
- Gather customer feedback and report it to management for service improvement.
- Strive to achieve high levels of customer satisfaction and first-contact resolution.
- Assist with customer onboarding and training on product usage.
- Stay up-to-date with product knowledge and company updates.
- Contribute to a positive and collaborative team environment.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Previous experience in customer service or a call center environment is preferred.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Patient, empathetic, and customer-centric approach.
- Proficiency in using computers and common software applications.
- Ability to multitask and manage time effectively in a remote setting.
- A reliable internet connection and a quiet workspace.
- Must be legally authorized to work in Kenya.
This is a fantastic opportunity to join a customer-centric organization and build a career in customer service from the comfort of your home, supporting customers associated with **Nyeri, Nyeri, KE**. If you are a people-person with a knack for problem-solving, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
1
Customer Service Lead - Technical Support
00100 Abothuguchi West
KES75000 Annually
WhatJobs
Posted 15 days ago
Job Viewed
Job Description
Our client, a fast-growing technology company, is seeking an experienced and motivated Customer Service Lead to manage their technical support operations. This is a fully remote position, offering a flexible work environment and the opportunity to lead a dedicated team of support professionals. You will be responsible for overseeing the day-to-day operations of the technical support department, ensuring timely and effective resolution of customer inquiries and technical issues. Your duties will include managing the support queue, assigning tickets to team members, and monitoring performance metrics to ensure high levels of customer satisfaction. You will also be involved in training and mentoring support staff, developing support documentation and knowledge base articles, and identifying areas for process improvement. A strong understanding of technical troubleshooting, CRM systems, and customer service best practices is essential. You will collaborate with product development and engineering teams to address customer feedback and technical bugs. The ideal candidate will have a Bachelor's degree in a related field or equivalent work experience, with at least 5 years of experience in customer service or technical support, including at least 2 years in a supervisory or leadership role. Excellent communication, interpersonal, and problem-solving skills are required. You should be adept at managing a remote team, fostering a positive and productive work culture, and driving continuous improvement. Proficiency in using helpdesk software and ticketing systems is a must. If you are a customer-centric leader with a passion for technology and a proven ability to deliver exceptional support experiences in a remote setting, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
2
Senior Customer Service Lead, Technical Support
50100 Kakamega, Western
KES160000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
We are looking for a highly motivated and experienced Senior Customer Service Lead to head our fully remote Technical Support team. In this crucial role, you will be responsible for leading a team of support specialists, ensuring exceptional customer satisfaction, and driving continuous improvement in our support operations. You will handle escalated customer issues, develop training materials for the team, and implement best practices for efficient and effective problem resolution. As a fully remote organization, we rely on advanced communication tools, robust knowledge bases, and a strong team-oriented culture to deliver outstanding service. You will work closely with product development, engineering, and sales teams to provide valuable customer feedback and identify product enhancements. This position requires strong leadership skills, deep technical understanding, and a passion for delivering superior customer experiences.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of remote technical support specialists.
- Oversee daily operations of the technical support department, ensuring timely and effective resolution of customer issues.
- Develop and implement strategies to improve customer satisfaction and loyalty.
- Handle complex and escalated customer technical issues, acting as a point of escalation for the team.
- Create and maintain comprehensive support documentation, FAQs, and knowledge base articles.
- Develop and deliver training programs for support staff on product features, troubleshooting techniques, and customer service best practices.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
- Collaborate with engineering and product teams to provide customer feedback and drive product improvements.
- Identify trends in customer issues and propose solutions to prevent recurrence.
- Foster a positive and collaborative team environment that promotes professional growth.
- Ensure adherence to company policies and service level agreements (SLAs).
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing and leading remote teams.
- Strong understanding of technical support principles and methodologies.
- Excellent troubleshooting and problem-solving skills.
- Exceptional communication, interpersonal, and active listening skills.
- Experience with customer relationship management (CRM) software and helpdesk ticketing systems.
- Ability to remain calm and professional under pressure.
- Proficiency in developing training materials and conducting staff training.
- Strong organizational and time management skills.
- A genuine commitment to providing outstanding customer service.
This advertiser has chosen not to accept applicants from your region.
3
Remote Customer Service & Technical Support Specialist
80100 Gede
KES80000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Remote Customer Service & Technical Support Specialist to join our vibrant team. This is a 100% remote position, providing essential support to our diverse customer base via phone, email, and chat. You will be the first point of contact for customers, assisting them with inquiries, resolving issues, and providing technical guidance on our products and services. The ideal candidate will possess exceptional communication skills, a patient demeanor, and a strong aptitude for problem-solving. You should be adept at understanding customer needs, troubleshooting technical problems efficiently, and escalating complex issues when necessary. Proficiency in using customer relationship management (CRM) software and other support tools is required. A passion for delivering outstanding customer experiences is paramount. Responsibilities include documenting customer interactions, providing clear and concise solutions, and contributing to a knowledge base of common issues and resolutions. You will work collaboratively with other support team members and departments to ensure customer satisfaction. This role requires the ability to manage your time effectively, multitask, and maintain a professional and positive attitude in a fast-paced remote environment. Strong analytical skills are needed to identify recurring issues and suggest improvements to products or services. A commitment to continuous learning and staying updated on product knowledge is essential. We are looking for individuals who are reliable, self-motivated, and thrive in a remote work setting. This is a fantastic opportunity to contribute to customer success and build a rewarding career in a supportive, remote-first company. If you are customer-centric, technically inclined, and eager to provide top-notch support from home, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
4
Remote Customer Service & Technical Support Specialist
70100 Makongeni
KES180000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a highly skilled and empathetic Remote Customer Service & Technical Support Specialist to provide exceptional support to their diverse customer base. This fully remote role is critical for resolving customer inquiries, troubleshooting technical issues, and ensuring a positive user experience with our client's products and services. The ideal candidate possesses excellent communication skills, a strong technical aptitude, and a genuine passion for helping others. You will be the first point of contact for customers, utilizing various communication channels including phone, email, and chat to provide timely and effective solutions. This position requires the ability to diagnose and resolve a wide range of technical problems, guide customers through complex procedures, and escalate issues when necessary, all while maintaining a professional and courteous demeanor.
Key responsibilities include:
Key responsibilities include:
- Responding promptly and professionally to customer inquiries via phone, email, and live chat.
- Diagnosing and resolving technical issues related to software, hardware, and network connectivity.
- Providing clear and concise instructions and guidance to customers to troubleshoot problems effectively.
- Documenting customer interactions, technical issues, and resolutions in the CRM system.
- Escalating complex technical issues to higher-level support teams when necessary.
- Identifying recurring customer issues and providing feedback to product development and engineering teams.
- Educating customers on product features and best practices.
- Maintaining a high level of customer satisfaction through efficient and effective problem-solving.
- Adhering to service level agreements (SLAs) and key performance indicators (KPIs).
- Staying up-to-date with product updates, new features, and troubleshooting procedures.
- Contributing to the knowledge base by creating and updating support articles and FAQs.
- Proactively seeking solutions to improve the customer support experience.
This advertiser has chosen not to accept applicants from your region.
5
Customer Service Team Lead - Technical Support
10107 Mumbuni
KES50000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and experienced Customer Service Team Lead to manage and inspire their technical support team in a fully remote environment. This role is crucial for ensuring the delivery of exceptional customer support, resolving technical issues efficiently, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong background in customer service, technical troubleshooting, and team leadership, coupled with excellent communication and problem-solving skills. You will be responsible for overseeing daily operations, coaching team members, and implementing best practices to enhance the customer experience.
Key Responsibilities:
Location: Machakos, Machakos, KE
Key Responsibilities:
- Lead, train, and mentor a remote team of customer service representatives providing technical support.
- Monitor team performance, identify areas for improvement, and implement coaching strategies.
- Handle escalated customer issues and provide expert-level technical troubleshooting.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Analyze customer feedback and support trends to identify opportunities for service enhancement.
- Collaborate with other departments to resolve complex customer issues and product feedback.
- Manage team schedules and ensure adequate coverage to meet customer demand.
- Contribute to the development and implementation of customer service policies and procedures.
- Foster a positive and productive team environment that promotes collaboration and continuous learning.
Location: Machakos, Machakos, KE
This advertiser has chosen not to accept applicants from your region.
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6
Senior Customer Service & Technical Support Lead
40100 Kisumu
KES80000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Senior Customer Service & Technical Support Lead to guide their remote support team. This fully remote role is crucial for ensuring exceptional customer experiences and efficient resolution of technical issues. You will be responsible for leading, training, and mentoring a team of customer service representatives and technical support agents, ensuring they meet and exceed service level agreements (SLAs) and customer satisfaction targets. This includes developing and implementing best practices for customer interaction, troubleshooting procedures, and escalation protocols.
Key responsibilities include handling complex customer inquiries and technical problems that require escalation, analyzing customer feedback and support data to identify trends and areas for improvement, and collaborating with product development and engineering teams to resolve recurring issues and enhance product usability. You will also be involved in creating and maintaining knowledge base articles, FAQs, and training materials for both the support team and customers.
The ideal candidate will have a strong background in customer service, technical support, and team leadership, preferably within a remote work environment. Excellent communication, problem-solving, and conflict-resolution skills are essential. You must be proficient in using customer relationship management (CRM) software and various ticketing systems. A patient and customer-centric approach is paramount. As a remote lead, you must demonstrate strong organizational skills, the ability to manage your team's performance effectively from a distance, and excellent time management to ensure all operational aspects are covered. You will be a key point of contact for critical customer issues and will play a vital role in shaping the overall customer support strategy. This is an excellent opportunity to contribute to customer loyalty and brand reputation.
Key responsibilities include handling complex customer inquiries and technical problems that require escalation, analyzing customer feedback and support data to identify trends and areas for improvement, and collaborating with product development and engineering teams to resolve recurring issues and enhance product usability. You will also be involved in creating and maintaining knowledge base articles, FAQs, and training materials for both the support team and customers.
The ideal candidate will have a strong background in customer service, technical support, and team leadership, preferably within a remote work environment. Excellent communication, problem-solving, and conflict-resolution skills are essential. You must be proficient in using customer relationship management (CRM) software and various ticketing systems. A patient and customer-centric approach is paramount. As a remote lead, you must demonstrate strong organizational skills, the ability to manage your team's performance effectively from a distance, and excellent time management to ensure all operational aspects are covered. You will be a key point of contact for critical customer issues and will play a vital role in shaping the overall customer support strategy. This is an excellent opportunity to contribute to customer loyalty and brand reputation.
This advertiser has chosen not to accept applicants from your region.
7
Senior Customer Service & Technical Support Specialist
60100 Embu, Eastern
KES55000 Annually
WhatJobs
Posted 5 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.
8
Senior Customer Service & Technical Support Lead
80100 Nairobi, Nairobi
KES300000 Annually
WhatJobs
Posted 10 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced and empathetic Senior Customer Service & Technical Support Lead to join their team. This hybrid role requires a candidate who can effectively manage a team of support professionals, ensuring exceptional service delivery and efficient resolution of customer inquiries and technical issues. You will be responsible for setting support standards, training team members, monitoring performance metrics, and implementing process improvements. The ideal candidate possesses strong leadership, communication, and problem-solving skills, with a deep understanding of customer service best practices and technical troubleshooting. As a lead, you will provide guidance and support to your team, handle escalated customer issues, and collaborate with other departments to address root causes of common problems. Responsibilities include developing support documentation, analyzing customer feedback, and ensuring customer satisfaction. This role requires a balanced approach, involving both on-site collaboration and remote work flexibility. We are looking for a motivated individual with a proven ability to lead and motivate a support team, drive efficiency, and maintain high levels of customer satisfaction. A strong technical aptitude and experience with support ticketing systems are essential. You should be adept at identifying customer needs, de-escalating challenging situations, and fostering a positive customer experience. The ability to effectively communicate complex technical information in a clear and understandable manner is crucial. Your leadership will be key in cultivating a customer-centric culture within the support department.
Responsibilities:
Responsibilities:
- Lead and mentor a team of customer service and technical support representatives.
- Set performance standards and monitor key metrics such as response time, resolution rate, and customer satisfaction.
- Handle escalated customer inquiries and technical issues, providing expert resolution.
- Develop and maintain comprehensive support documentation, FAQs, and knowledge base articles.
- Train new team members and provide ongoing coaching and development to existing staff.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Collaborate with product and engineering teams to resolve technical issues and improve product usability.
- Ensure a high level of customer satisfaction through efficient and empathetic support.
- Contribute to the development and implementation of customer support policies and procedures.
- Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
- Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing and motivating support teams.
- Strong technical aptitude and troubleshooting skills.
- Excellent communication, interpersonal, and problem-solving abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to work effectively in a hybrid work environment.
- Experience in developing training materials and knowledge base content.
- Customer-focused mindset with a passion for service excellence.
This advertiser has chosen not to accept applicants from your region.
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