1,166 Help Desk IT jobs in Kenya
Help Desk
KES1200000 - KES2400000 Y
BINAA
Posted today
Job Viewed
Job Description
Job Position: Help Desk & Marketing Officer
Department: Marketing
Reports to: Marketing Manager
Job Summary:
The Help Desk & Marketing Officer will serve as the first point of contact for visitors and tenants within the BINAA building, ensuring an engaging and seamless experience for all stakeholders. They will play a vital role in guiding foot traffic, promoting tenant businesses, overseeing building marketing initiatives, and maintaining strong tenant relations. Additionally, they will support leasing efforts by showcasing available retail spaces and ensuring the building remains an attractive commercial destination.
Key Responsibilities:
1. Promotion of BINAA Ecosystem & Tenant Businesses
- Educate visitors on the BINAA concept, ensuring they understand it as a one-stop destination for home and building solutions.
- Actively promote tenant businesses by informing customers about special offers, services, and exclusive products.
- Closely, work with the marketing team to execute promotional strategies to increase building footfall and drive business to tenants.
- Assist in planning seasonal campaigns, festive promotions and community events to boost foot traffic.
2. Visitor Engagement & Foot Traffic Management
- Greet and assist visitors, directing them to the appropriate businesses or services within the BINAA building.
- Direct customers looking for building solutions and fixtures primarily to the BINAA showroom while providing supplementary referrals to other tenants.
- Actively manage and document visitor traffic, gathering data to assess peak hours, visitor demographics, and engagement levels.
- Implement visitor feedback mechanisms to continuously improve customer experience.
- Provide maps, directories, and promotional materials to visitors for easy navigation.
Qualifications & Skills:
- Diploma or bachelor's degree in marketing, business administration, or a related field.
- Strong interpersonal and communication skills with a welcoming and professional demeanor.
- Experience in customer service, marketing, or retail management is an added advantage.
- Ability to multitask and manage visitor inquiries while executing marketing responsibilities.
- Strong organizational and problem-solving skills.
- Proficiency in MS Office, customer service tools, and basic data reporting systems.
- Familiarity with social media and digital marketing trends is a plus.
Work Environment & Expectations:
- The role is front-facing and requires the officer to be stationed at the help desk with periodic movement around the building.
- Flexibility in working hours may be required during expos, promotional events, and peak shopping seasons.
- The officer should maintain a customer-centric and solution-oriented approach to interactions.
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0
Help Desk Technician II
30200 Tuwan
KES55000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a dedicated and skilled Help Desk Technician II to join their IT support team in Eldoret, Uasin Gishu, KE . This is an on-site position, requiring your presence at our office to provide essential technical support to our employees. You will be responsible for diagnosing and resolving hardware, software, and network issues, ensuring minimal disruption to business operations. The ideal candidate will have a strong understanding of computer systems, networks, and common software applications. You should possess excellent troubleshooting skills, a customer-centric approach, and the ability to communicate technical information clearly to non-technical users. This role involves responding to help desk tickets, performing system maintenance, and assisting with IT equipment setup and configuration. We are looking for a proactive individual who is eager to contribute to a reliable and efficient IT infrastructure.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to and resolve end-user support requests via phone, email, and ticketing system in a timely manner.
- Diagnose and troubleshoot hardware, software, and network-related issues for desktops, laptops, and mobile devices.
- Install, configure, and maintain hardware and software systems.
- Assist with user account management, including creation, modification, and deletion.
- Perform routine system maintenance, including updates, patches, and security checks.
- Document technical procedures, solutions, and troubleshooting steps.
- Provide technical guidance and support to end-users on various applications and systems.
- Escalate complex issues to senior IT staff or relevant vendors when necessary.
- Participate in IT projects, such as system upgrades or new implementations.
- Maintain an inventory of IT hardware and software assets.
- Ensure adherence to IT policies and security best practices.
- Contribute to the continuous improvement of help desk processes and user support.
Qualifications:
- Associate's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Minimum of 2 years of experience in an IT help desk or technical support role.
- Strong knowledge of Windows and macOS operating systems.
- Familiarity with Microsoft Office Suite and other common business applications.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
- Experience with IT ticketing systems (e.g., Jira Service Desk, Zendesk).
- Excellent problem-solving and analytical skills.
- Strong interpersonal and communication skills, with a patient and helpful demeanor.
- Ability to work independently and as part of a team.
- IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are a plus.
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1
Customer Service Lead - Technical Support
00100 Abothuguchi West
KES75000 Annually
WhatJobs
Posted 2 days ago
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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.
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2
Customer Service Lead - Technical Support
00500 Ongata Rongai, Rift Valley
KES250000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client, a rapidly expanding technology firm, is seeking an experienced and highly motivated Customer Service Lead to spearhead their technical support operations. This on-site role is crucial for ensuring exceptional customer satisfaction and seamless technical assistance for their diverse clientele. You will be responsible for leading a team of customer service representatives, managing daily operations, and upholding the highest standards of service quality. Your primary objective will be to resolve customer issues efficiently, accurately, and with empathy, contributing directly to customer retention and loyalty. Key responsibilities include supervising and mentoring the customer service team, developing and implementing support strategies, managing customer inquiries across various channels (phone, email, chat), troubleshooting technical problems, analyzing customer feedback to identify areas for improvement, and ensuring adherence to service level agreements (SLAs). The ideal candidate will possess a strong background in customer service management, particularly within a technical support environment. Proven leadership skills, excellent problem-solving abilities, and a deep understanding of CRM systems and ticketing platforms are essential. You must be adept at handling challenging customer situations and motivating a team to perform at their best. This role requires excellent communication and interpersonal skills, with a focus on delivering clear and effective solutions. You will be based at our client's office in **Ongata Rongai, Kajiado**, working collaboratively with your team and other departments. We are looking for a dedicated professional who is passionate about customer service and committed to driving operational excellence. You will have the opportunity to shape the customer support experience and contribute significantly to our client's growth and reputation in the market. Join our dedicated team and play a vital role in ensuring our customers receive the best possible support.
This advertiser has chosen not to accept applicants from your region.
3
Remote Customer Service & Technical Support Specialist
20300 Abothuguchi West
KES65000 Annually
WhatJobs
Posted today
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Job Description
Our client is seeking an empathetic and technically adept Remote Customer Service & Technical Support Specialist to join their dedicated support team. This fully remote position is essential for providing exceptional assistance to our diverse customer base. You will be the first point of contact for customers, addressing inquiries, resolving technical issues, and ensuring a high level of customer satisfaction. The ideal candidate possesses excellent communication skills, a patient demeanor, and a strong aptitude for troubleshooting technical problems. Responsibilities include responding to customer queries via phone, email, and chat, guiding users through product features, diagnosing and resolving software and hardware issues, and escalating complex problems to appropriate teams. You will maintain accurate records of customer interactions and resolutions in our CRM system. A commitment to providing timely and effective support, along with a proactive approach to identifying customer needs, is crucial. This role demands strong problem-solving abilities and the capacity to learn and adapt to new technologies quickly. You will contribute significantly to building customer loyalty and maintaining our client's reputation for outstanding support. Experience with customer relationship management (CRM) software and helpdesk ticketing systems is required.
Key Responsibilities:
Key Responsibilities:
- Provide outstanding customer service and technical support through various communication channels (phone, email, chat).
- Respond to customer inquiries, troubleshoot issues, and provide effective solutions.
- Guide customers through product setup, usage, and troubleshooting steps.
- Diagnose and resolve technical problems related to software and hardware.
- Escalate complex issues to senior support staff or relevant departments when necessary.
- Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
- Contribute to the development of knowledge base articles and FAQs.
- Identify trends in customer issues and provide feedback for product improvement.
- Ensure a high level of customer satisfaction by delivering timely and efficient support.
- Adhere to company policies and procedures for customer service and data security.
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Minimum of 2 years of experience in customer service or technical support roles.
- Proven ability to troubleshoot and resolve technical issues effectively.
- Excellent verbal and written communication skills, with a friendly and professional demeanor.
- Strong active listening and problem-solving abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- Patience and empathy when dealing with customer concerns.
- Basic understanding of computer hardware, software, and operating systems.
- Ability to adapt quickly to new products and technologies.
This advertiser has chosen not to accept applicants from your region.
4
Remote Customer Service Representative - Technical Support
40100 Tuwan
KES35000 Monthly
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a friendly, patient, and technically adept Remote Customer Service Representative to join their dedicated support team. While this is a remote role in principle, this specific position requires the candidate to be physically present at their office located in **Bungoma, Bungoma, KE** due to the nature of the support and infrastructure. You will be the first point of contact for customers, providing comprehensive assistance with inquiries, troubleshooting technical issues, and resolving problems efficiently. This role demands excellent communication skills, a strong aptitude for problem-solving, and a genuine desire to provide outstanding customer experiences. You will handle customer interactions via phone, email, and chat, ensuring all queries are addressed with professionalism and accuracy. The ability to explain technical concepts in a clear and understandable manner is crucial. You will be responsible for documenting customer interactions and escalating complex issues to higher support tiers when necessary.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot and resolve technical issues related to our client's products and services.
- Guide customers through product features, functionalities, and usage.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Identify and escalate complex technical problems to the appropriate internal teams.
- Provide feedback to the product development team on customer issues and suggestions.
- Maintain a high level of customer satisfaction by delivering exceptional service.
- Stay updated on product knowledge and support procedures.
- Adhere to company policies and service level agreements.
- Contribute to team goals and foster a positive working environment.
- High school diploma or equivalent; a degree in a related field is a plus.
- Proven experience in customer service, preferably in a technical support role.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency with CRM software and helpdesk systems.
- Ability to explain technical information clearly and concisely.
- Patience, empathy, and a customer-centric attitude.
- Ability to work independently and manage time effectively.
- Reliable internet connection and a dedicated workspace (though physical presence is required at the Bungoma office).
- Previous experience with (mention a specific relevant technology/product area if applicable, e.g., software support, hardware troubleshooting) is an advantage.
This advertiser has chosen not to accept applicants from your region.
5
Remote Customer Service Representative (Technical Support)
40100 Kisumu
KES40000 Monthly
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a friendly, empathetic, and technically proficient Remote Customer Service Representative to join their dedicated support team. This is a fully remote position, allowing you to assist customers with their technical inquiries and issues from the comfort of your home. You will be the first point of contact for customers, providing excellent service and effective solutions to ensure a positive experience. The ideal candidate is patient, a strong communicator, and possesses a natural ability to troubleshoot technical problems.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and provide technical support via phone, email, and chat channels.
- Troubleshoot and resolve a wide range of technical issues related to the company's products or services.
- Guide customers through product setup, usage, and troubleshooting steps.
- Clearly and concisely document customer interactions, issues, and resolutions in the CRM system.
- Escalate complex technical issues to higher-level support teams when necessary.
- Maintain a high level of customer satisfaction by providing timely, accurate, and friendly support.
- Identify patterns in customer issues and provide feedback to product development and quality assurance teams.
- Stay up-to-date with product knowledge and updates to provide accurate information.
- Adhere to company service level agreements (SLAs) and quality standards.
- Contribute to the development and maintenance of help desk knowledge base articles.
- Proactively identify opportunities to improve the customer experience.
- Collaborate with team members to share best practices and solve common issues.
- Handle customer complaints and resolve them professionally and efficiently.
- Ensure a positive and professional demeanor in all customer interactions.
- Assist customers in navigating the company's platform and resources.
- High school diploma or equivalent; a technical certification or associate's degree is a plus.
- Previous experience in customer service or technical support is highly desirable.
- Strong problem-solving and troubleshooting skills.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Patience, empathy, and a customer-centric attitude.
- Proficiency in using customer relationship management (CRM) software and help desk tools.
- Ability to multitask and manage time effectively in a fast-paced remote environment.
- Comfortable working independently with minimal supervision.
- Reliable high-speed internet connection and a quiet, dedicated workspace.
- A positive and resilient attitude.
- Willingness to learn about new products and technologies.
- Experience with common operating systems (Windows, macOS) and software applications.
This advertiser has chosen not to accept applicants from your region.
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6
Remote Technical Support Specialist - Customer Service
80202 Shella
KES60000 Monthly
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is searching for a highly skilled and customer-focused Technical Support Specialist to join their fully remote support team. This position is ideal for an individual with a passion for technology and a proven ability to resolve complex technical issues with empathy and efficiency. You will be the first line of defense for our users, providing exceptional support via multiple channels, including email, chat, and phone. Your expertise will ensure a seamless user experience and contribute to high customer satisfaction rates. This is a fantastic opportunity to grow your career in a supportive, remote-first culture.
Key Responsibilities:
Key Responsibilities:
- Provide first-tier technical support to customers experiencing issues with our software products.
- Diagnose, troubleshoot, and resolve technical problems efficiently and accurately.
- Respond to customer inquiries and support requests via email, live chat, and phone calls in a timely manner.
- Document all customer interactions, issues, and resolutions in our CRM system.
- Escalate complex technical issues to senior support staff or relevant engineering teams when necessary.
- Create and update knowledge base articles and FAQs to empower users and internal teams.
- Proactively identify trends in customer issues and provide feedback to product development teams.
- Guide users through product features and functionalities.
- Maintain a high level of customer satisfaction through professional and courteous communication.
- Participate in team meetings and ongoing training to stay updated on product knowledge and support best practices.
- Contribute to the continuous improvement of support processes and tools.
- Manage your workload effectively to meet or exceed service level agreements (SLAs).
- Proven experience in a technical support or customer service role, preferably with SaaS products.
- Strong understanding of common software applications, operating systems, and network concepts.
- Excellent troubleshooting and problem-solving skills.
- Exceptional verbal and written communication skills, with a patient and empathetic demeanor.
- Ability to explain technical information clearly to users of varying technical abilities.
- Familiarity with helpdesk software and CRM systems (e.g., Zendesk, Salesforce).
- Ability to work independently and manage time effectively in a remote work environment.
- Strong organizational skills and attention to detail.
- A genuine desire to help customers and provide outstanding service.
- Adaptability to learn new technologies quickly.
- Access to a stable internet connection and a quiet, dedicated workspace.
This advertiser has chosen not to accept applicants from your region.
7
Senior Customer Service & Technical Support Specialist
50200 Tuwan
KES150000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company that provides innovative solutions for businesses worldwide, is seeking an experienced Senior Customer Service & Technical Support Specialist to join their fully remote support team. This role is crucial for ensuring our clients receive exceptional assistance, resolving technical issues efficiently, and fostering customer loyalty. You will be a primary point of contact, providing expert guidance and support to a diverse user base.
The ideal candidate will possess a strong blend of technical aptitude, outstanding communication skills, and a genuine passion for helping others. You will be adept at troubleshooting complex software issues, explaining technical concepts clearly, and de-escalating challenging customer situations. This position requires a proactive approach to problem-solving, meticulous attention to detail, and the ability to work independently and as part of a globally dispersed team. You will handle inquiries via multiple channels, including email, phone, and chat, ensuring timely and satisfactory resolutions that enhance the customer experience.
Key Responsibilities:
Qualifications:
This is an excellent opportunity for a seasoned support professional to contribute to a leading technology company, enjoying the flexibility and convenience of a fully remote position. Our client offers a competitive salary and benefits, along with a supportive and growth-oriented work environment.
The ideal candidate will possess a strong blend of technical aptitude, outstanding communication skills, and a genuine passion for helping others. You will be adept at troubleshooting complex software issues, explaining technical concepts clearly, and de-escalating challenging customer situations. This position requires a proactive approach to problem-solving, meticulous attention to detail, and the ability to work independently and as part of a globally dispersed team. You will handle inquiries via multiple channels, including email, phone, and chat, ensuring timely and satisfactory resolutions that enhance the customer experience.
Key Responsibilities:
- Provide high-level technical support and customer service to clients via phone, email, and chat.
- Troubleshoot and diagnose complex software issues, identifying root causes and implementing effective solutions.
- Guide customers through product features, functionalities, and best practices.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Develop and maintain comprehensive knowledge base articles and FAQs.
- Collaborate with product development and engineering teams to report bugs and suggest product improvements.
- Identify trends in customer inquiries and escalate recurring issues.
- Assist in training new support team members.
- Ensure customer satisfaction by providing timely, accurate, and empathetic support.
- Adhere to service level agreements (SLAs) and key performance indicators (KPIs).
- Stay up-to-date with product updates and industry best practices.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, customer service, or a related role, preferably within the SaaS industry.
- Proven ability to troubleshoot and resolve complex software-related issues.
- Excellent communication, listening, and interpersonal skills.
- Strong understanding of customer service principles and best practices.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to explain technical concepts to non-technical users.
- Strong problem-solving and analytical skills.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
- Patience and a customer-centric attitude.
This is an excellent opportunity for a seasoned support professional to contribute to a leading technology company, enjoying the flexibility and convenience of a fully remote position. Our client offers a competitive salary and benefits, along with a supportive and growth-oriented work environment.
This advertiser has chosen not to accept applicants from your region.
8
Remote Customer Service & Technical Support Specialist
30200 Tuwan
KES55000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Customer Service & Technical Support Specialist to join their team in a fully remote capacity. This role is critical in providing exceptional support to our diverse customer base, resolving inquiries, and troubleshooting technical issues with efficiency and professionalism. The ideal candidate will possess outstanding communication skills, a patient demeanor, and a strong aptitude for problem-solving. You will be the primary point of contact for customers, guiding them through product usage, resolving complaints, and escalating complex issues when necessary. This position requires self-discipline and the ability to manage workload effectively in an independent work environment. Key Responsibilities:
- Responding to customer inquiries via phone, email, and chat in a timely and professional manner.
- Providing first-level technical support and troubleshooting for product-related issues.
- Guiding customers through product features, functionalities, and setup processes.
- Resolving customer complaints and escalating complex issues to appropriate departments.
- Documenting customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
- Identifying patterns in customer issues and providing feedback to product and development teams.
- Educating customers on best practices and how to maximize their use of our products/services.
- Maintaining a high level of customer satisfaction through efficient and effective support.
- Continuously expanding knowledge of the company's products and services.
- Collaborating with team members to share best practices and improve support processes.
- Proven experience in customer service, technical support, or a similar client-facing role.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Patience, empathy, and a customer-centric approach.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively in a remote setting.
- Familiarity with common software applications and operating systems.
- A proactive attitude and eagerness to learn new technologies.
- High school diploma or equivalent; further education or certifications in IT support are a plus.
- Ability to work independently with minimal supervision.
This advertiser has chosen not to accept applicants from your region.
9