331 Help Desk Technician jobs in Kenya

• Respond to customer inquiries and resolve technical issues efficiently and professionally.
• Troubleshoot software and hardware problems, guiding users through step-by-step solutions.
• Document all customer interactions and technical issues in our CRM system.
• Escalate complex issues to appropriate technical teams when necessary.
• Provide feedback to the product development team on common user issues and suggestions for improvement.
• Maintain a high level of customer satisfaction through excellent service delivery.
• Follow communication protocols, guidelines, and policies.
• Assist with user training and documentation where required.
• Contribute to building a knowledge base of common issues and their resolutions.
• Meet individual and team performance targets.

• High school diploma or equivalent; Associate's or Bachelor's degree in a technical field is a plus.
• Previous experience in customer service or technical support is required.
• Strong understanding of common computer software and hardware.
• Excellent verbal and written communication skills.
• Patience and empathy when dealing with frustrated customers.
• Ability to multitask and manage time effectively.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Adept at problem-solving and critical thinking.
• Willingness to learn about new products and technologies.
• Ability to work effectively in a hybrid environment, balancing remote and in-office work.

• Lead, mentor, and manage a remote team of customer service and technical support representatives.
• Develop and implement comprehensive customer service policies, procedures, and standards.
• Oversee the daily operations of customer support channels, including phone, email, chat, and social media.
• Ensure timely and effective resolution of customer inquiries, complaints, and technical issues.
• Develop and maintain an in-depth understanding of our client's products and services to provide expert support.
• Identify trends in customer issues and provide feedback to product development and operations teams for continuous improvement.
• Create and update knowledge base articles, FAQs, and training materials for both support staff and customers.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores, and agent performance.
• Implement and manage customer support tools and technologies (e.g., CRM, ticketing systems).
• Conduct regular performance reviews and provide coaching to support team members.
• Champion a customer-centric culture throughout the organization.
• Develop and deliver training programs for new and existing support staff.
• Handle escalated customer issues and complex technical problems that require senior intervention.
• Manage relationships with third-party support providers or partners, if applicable.
• Contribute to the strategic planning and budget for the customer service department.
• Ensure adherence to service level agreements (SLAs).
• Analyze customer feedback and provide actionable insights to improve customer experience.
• Stay current with industry best practices in customer service and technical support.
• Collaborate with other departments to ensure seamless customer experience across all touchpoints.
• Drive initiatives to enhance customer self-service capabilities.

• Provide exceptional customer service and technical support to clients via multiple channels (phone, email, chat, ticketing system).
• Troubleshoot and diagnose technical issues related to software, hardware, or services.
• Guide customers through setup, installation, and usage of products and services.
• Respond to customer inquiries in a timely and professional manner, ensuring high levels of customer satisfaction.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Escalate complex technical problems to higher-level support teams or relevant departments when necessary.
• Identify recurring issues and provide feedback to product development and quality assurance teams for continuous improvement.
• Maintain a deep understanding of the company's products and services to provide effective support.
• Assist in creating and updating support documentation, FAQs, and knowledge base articles.
• Adhere to service level agreements (SLAs) and performance metrics.
• Contribute to a positive and collaborative remote team environment.

• Proven experience in a customer service or technical support role.
• Strong understanding of common technical issues and troubleshooting methodologies.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency with helpdesk software and CRM systems (e.g., Zendesk, Salesforce).
• Ability to multitask, prioritize, and manage time effectively in a remote setting.
• Patience, empathy, and a customer-centric approach.
• High school diploma or equivalent required; technical certifications or an Associate's/Bachelor's degree are a plus.
• Ability to work independently and as part of a remote team.
• Fast learner with a willingness to continuously update knowledge about products and services.
• A positive and resilient attitude.

• Provide technical support to customers via phone, email, and chat.
• Troubleshoot and resolve customer issues with products and services.
• Document customer interactions and resolutions in the CRM system.
• Educate customers on product features and best practices.
• Escalate complex technical issues to appropriate teams.
• Maintain a high level of customer satisfaction.
• Adhere to company support policies and procedures.

• Proven customer service or technical support experience.
• Strong communication and active listening skills.
• Excellent problem-solving and troubleshooting abilities.
• Familiarity with CRM software and helpdesk systems.
• Ability to explain technical information clearly.
• Patient, empathetic, and customer-focused.
• Ability to work independently in a remote setting.
• High school diploma or equivalent required.

• Respond to customer inquiries and resolve issues via phone, email, chat, and ticketing systems.
• Provide technical support for products and services, guiding customers through troubleshooting steps.
• Diagnose and resolve common technical problems related to software, hardware, or account issues.
• Escalate complex issues to appropriate departments and follow up to ensure resolution.
• Educate customers on product features, benefits, and best practices.
• Maintain accurate records of customer interactions, transactions, comments, and complaints in the CRM system.
• Identify and report trends in customer issues to improve product and service quality.
• Contribute to the development and maintenance of knowledge base articles and FAQs.
• Achieve and maintain high levels of customer satisfaction.
• Adhere to established service level agreements (SLAs) and quality standards.
• Proactively identify opportunities to enhance the customer experience.
• Gather customer feedback and relay it to product development teams.
• Stay up-to-date with product knowledge and company policies.
• Collaborate with team members to share knowledge and best practices.
• Handle customer complaints with professionalism and empathy.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Proven experience in customer service or technical support roles.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and ticketing systems.
• Ability to explain technical concepts clearly and concisely to non-technical users.
• Patience and empathy in dealing with customers.
• Strong organizational and time management skills.
• Ability to work independently and manage workload in a remote environment.
• Fast learner and adaptable to new technologies and processes.
• Experience with troubleshooting common software and hardware issues.
• Familiarity with helpdesk software.
• Positive attitude and a genuine desire to help customers.
• Comfortable working with multiple digital communication tools.

• Respond to customer inquiries via phone, email, and in-person channels in a timely and professional manner.
• Provide accurate information about products and services.
• Resolve customer complaints and issues, escalating to supervisors when necessary.
• Process customer orders, returns, and exchanges.
• Maintain detailed records of customer interactions and transactions.
• Identify and report customer feedback to management for service improvement.
• Assist in managing customer accounts and updating customer information.
• Build and maintain strong customer relationships through effective communication and problem-solving.
• Adhere to company policies and procedures for customer service.
• Achieve individual performance targets and contribute to team goals.
• Stay up-to-date with product knowledge and service updates.
• Handle administrative tasks related to customer service operations.
• Ensure a welcoming and helpful experience for all customers visiting the office.

• High school diploma or equivalent; some college education preferred.
• Proven experience in a customer service role.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with a friendly and approachable demeanor.
• Ability to actively listen and empathize with customer needs.
• Proficiency in using customer service software and general computer applications.
• Strong problem-solving skills and the ability to think on your feet.
• Ability to work effectively in a team environment.
• Reliable and punctual, with a strong work ethic.
• Previous experience in retail or direct customer-facing roles is advantageous.
• Familiarity with basic office equipment.

• Respond to customer inquiries via phone, email, and potentially in person in a timely and professional manner.
• Provide accurate information about products, services, and company policies.
• Resolve customer complaints and issues efficiently and empathetically.
• Process orders, returns, and exchanges accurately.
• Maintain customer records and update account information as needed.
• Identify opportunities to upsell or cross-sell products and services where appropriate.
• Collaborate with other departments to resolve complex customer issues.
• Adhere to company service standards and quality guidelines.
• Contribute to team goals and continuously improve customer service processes.
• Gather customer feedback to help improve products and services.

• High school diploma or equivalent; some college education or customer service training is a plus.
• Minimum of 2 years of experience in a customer service role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patient and professional demeanor with a customer-first attitude.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using CRM software and other customer service tools.
• Ability to work effectively as part of a team.
• Adaptability to learn new products and processes quickly.
• Familiarity with the local market is beneficial.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, escalating complex problems to the appropriate departments.
• Provide accurate information about products and services.
• Process orders, returns, and exchanges according to company policies.
• Educate customers on product features and benefits.
• Maintain customer records by updating account information.
• Identify and escalate priority issues or recurring problems.
• Gather customer feedback and share it with relevant teams for service improvement.
• Adhere to company guidelines and policies in all customer interactions.
• Achieve and exceed performance targets for customer satisfaction and issue resolution.
• Participate in team meetings and training sessions to enhance product knowledge and service skills.

• High school diploma or equivalent required; some college or a degree is a plus.
• Previous experience in customer service, call center, or a related field is highly desirable.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and a customer-centric approach.
• Ability to remain patient and professional under pressure.
• Proficiency in using customer relationship management (CRM) software and basic computer applications.
• Comfortable working in a hybrid model, splitting time between remote and in-office duties.
• Adaptable to changing customer needs and business requirements.
• A positive attitude and a willingness to learn.

Key Responsibilities

Manage customer interactions through CRM and support ticketing systems, ensuring timely and effective resolution.

Provide technical support for customers experiencing internet connectivity issues through clear and accurate troubleshooting.

Handle billing inquiries, process payments, and manage account adjustments with accuracy and professionalism.

Educate customers on service plans, available upgrades, and changes to their accounts or service terms.

Ensure all customer interactions align with company policies, quality standards, and regulatory requirements.

Mentor and guide junior support agents by providing feedback and coaching to uphold service excellence.

Maintain accurate records of customer interactions, service issues, and resolutions.

Escalate unresolved matters to the relevant departments for timely resolution.

Identify opportunities to improve customer satisfaction and retention by addressing service gaps.

Collect and analyze customer feedback to support continuous service improvement.

Collaborate with Sales, Technical Support, and Network Operations teams to deliver a seamless customer experience.

A minimum of a Diploma or Bachelor's degree  in Business Administration, Communication, Public Relations, Information Technology  or a related field.

Proven experience of 2-4 years in a customer service role, preferably within the ISP or telecommunications industry.

Strong technical acumen with the ability to troubleshoot internet connectivity effectively and related technical issues.

Proficiency in using CRM platforms and support ticketing systems.

Excellent communication, interpersonal, and conflict-resolution skills.

Ability to work both independently and collaboratively in a fast-paced environment.

Demonstrated leadership abilities, with experience mentoring or training junior customer service staff considered an advantage.

High level of attention to detail, with strong organizational and documentation skills.

Lunch is provided.

Opportunities for career growth and professional development.

A supportive and collaborative work environment.