23 Help Desk Technician jobs in Nairobi
Customer Service Representative - Portuguese
Nairobi, Nairobi
The Cigna Group
Posted 25 days ago
Job Viewed
Job Description
**What does Cigna do?**
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
This advertiser has chosen not to accept applicants from your region.
0
Customer Service Representative - Portuguese
Nairobi, Nairobi
The Cigna Group
Posted 25 days ago
Job Viewed
Job Description
**What does Cigna do?**
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
This advertiser has chosen not to accept applicants from your region.
1
Remote Customer Service Specialist
80201 Nairobi, Nairobi
KES55000 month
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Remote Customer Service Specialist to manage inbound and outbound customer communications. This is a fully remote position, offering the flexibility to work from anywhere. You will be the primary point of contact for customers, addressing inquiries, resolving issues, and providing information about products and services. Responsibilities include responding to customer emails, managing live chat sessions, and handling phone calls with professionalism and efficiency. You will be expected to troubleshoot customer problems, offer solutions, and escalate complex issues when necessary, ensuring a high level of customer satisfaction. This role involves meticulously documenting customer interactions and feedback in the CRM system, identifying patterns in customer issues to contribute to service improvement initiatives. You will also be tasked with educating customers on product features and benefits and gathering customer feedback to inform product development. The ideal candidate possesses exceptional communication and interpersonal skills, with a patient and empathetic approach to customer interactions. Previous experience in a customer service role, especially in a remote capacity, is strongly preferred. Proficiency with CRM software, helpdesk ticketing systems, and standard office applications is required. You must be adaptable, self-motivated, and able to work independently while maintaining a high standard of service. A stable internet connection and a dedicated home workspace are essential for this role. Join our client's dynamic team and leverage your customer service expertise to enhance the customer experience. We offer a competitive salary, comprehensive benefits, and a supportive remote work culture. If you are passionate about helping people and thrive in a virtual environment, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
2
Customer Service Representative - Portuguese Speaking
Nairobi, Nairobi
The Cigna Group
Posted 16 days ago
Job Viewed
Job Description
**What are your main responsibilities?**
+ You are responsible for the client communication for designated account relationships and Contracts.
+ You are required to response to the client on timely manner providing full and accurate information in one go.
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
+ You are responsible for the client communication for designated account relationships and Contracts.
+ You are required to response to the client on timely manner providing full and accurate information in one go.
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
This advertiser has chosen not to accept applicants from your region.
3
Spanish Speaking Customer Service Representative
Nairobi, Nairobi
The Cigna Group
Posted 25 days ago
Job Viewed
Job Description
International Health, a division of Cigna Healthcare, is a leading provider of group healthcare programmes for employees of large multinational organisations and their families. With our continuing global expansion Cigna has an excellent opportunity for an enthusiastic, highly motivated and driven individual to join our Eligibility Team.
Reporting to the Eligibility Supervisor, you will be responsible for maintaining Cigna's membership database. You will process requests from internal and external customers reviewing the request and taking the appropriate action, in a timely and accurate manner.
**Responsibilities and Duties**
+ Internal and external clients depend on our accuracy and efficiency when processing client data, so you will be accountable for providing these high levels of service in accordance with the company standards and customer expectations.
+ Maintain the membership database, by accurately recording and updating information received
+ Ensure all membership updates adhere to policy terms and conditions, as well as legal, compliance and underwriting requirements
+ Communicate directly with clients via email and telephone within the agreed service levels
+ Monitor productivity to ensure you are always achieving own and team productivity and accuracy goals
**Required:**
+ Database Entry and/or Database Management experience essential
+ Fluent Spanish is essential for the role
+ Experience within a Customer Service environment
+ Proficient in Microsoft Word, Excel and Outlook - advanced Excel would be advantageous
+ Diploma or Degree certificate required
+ Experience from an insurance background preferred
**Skills:**
+ Strong interpersonal skills with excellent written/verbal communication skills in both English and Spanish
+ Must possess excellent attention to detail, with a high level of accuracy
+ Must be able to review information and exercise judgement
+ Ability to organise, prioritise and manage workflow to meet individual and team production standards
+ Ability to work under own initiative
+ Customer focused with developed problem-solving abilities and a proactive approach to proposing/implementing process improvements
+ Good analytical skills
+ Ability to navigate systems and applications with ease
+ Regulatory awareness
+ Ability to work within a large team
+ Adaptable to change with a flexible approach to supporting team task
**OUR OFFER**
+ A challenging job in an international and growing enterprise.
+ A dynamic, and entrepreneurial company culture that values and stimulates initiative.
+ Attractive salary conditions with extra-legal benefits.
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
Reporting to the Eligibility Supervisor, you will be responsible for maintaining Cigna's membership database. You will process requests from internal and external customers reviewing the request and taking the appropriate action, in a timely and accurate manner.
**Responsibilities and Duties**
+ Internal and external clients depend on our accuracy and efficiency when processing client data, so you will be accountable for providing these high levels of service in accordance with the company standards and customer expectations.
+ Maintain the membership database, by accurately recording and updating information received
+ Ensure all membership updates adhere to policy terms and conditions, as well as legal, compliance and underwriting requirements
+ Communicate directly with clients via email and telephone within the agreed service levels
+ Monitor productivity to ensure you are always achieving own and team productivity and accuracy goals
**Required:**
+ Database Entry and/or Database Management experience essential
+ Fluent Spanish is essential for the role
+ Experience within a Customer Service environment
+ Proficient in Microsoft Word, Excel and Outlook - advanced Excel would be advantageous
+ Diploma or Degree certificate required
+ Experience from an insurance background preferred
**Skills:**
+ Strong interpersonal skills with excellent written/verbal communication skills in both English and Spanish
+ Must possess excellent attention to detail, with a high level of accuracy
+ Must be able to review information and exercise judgement
+ Ability to organise, prioritise and manage workflow to meet individual and team production standards
+ Ability to work under own initiative
+ Customer focused with developed problem-solving abilities and a proactive approach to proposing/implementing process improvements
+ Good analytical skills
+ Ability to navigate systems and applications with ease
+ Regulatory awareness
+ Ability to work within a large team
+ Adaptable to change with a flexible approach to supporting team task
**OUR OFFER**
+ A challenging job in an international and growing enterprise.
+ A dynamic, and entrepreneurial company culture that values and stimulates initiative.
+ Attractive salary conditions with extra-legal benefits.
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Service & Support Specialist
80106 Nairobi, Nairobi
KES70000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client, a rapidly expanding tech company, is seeking a seasoned Senior Customer Service & Support Specialist to join their fully remote customer experience team. This role is vital in providing exceptional support to our client's user base, resolving inquiries, and ensuring a consistently positive customer journey. You will be a primary point of contact, offering expert assistance via multiple communication channels, and contributing to the continuous improvement of support processes.
Key Responsibilities:
Qualifications:
This fully remote position offers the flexibility to excel in a customer-centric role from the comfort of your home. Our client is committed to providing an engaging and supportive environment for their remote employees, focusing on professional growth and collaborative success. You will be an integral part of a team dedicated to fostering strong customer relationships and ensuring satisfaction. This is a fantastic opportunity for a dedicated support professional looking to advance their career within a forward-thinking organization that values excellent customer service.
Key Responsibilities:
- Respond to customer inquiries and resolve issues via email, chat, and phone in a timely and professional manner.
- Provide advanced technical support and troubleshooting for product-related problems.
- Guide users through product features, functionalities, and best practices.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Identify recurring customer issues and collaborate with relevant teams to implement solutions and preventative measures.
- Escalate complex problems to senior management or specialized departments when necessary.
- Contribute to the creation and maintenance of self-help resources, FAQs, and knowledge base articles.
- Gather customer feedback and insights to inform product development and service improvements.
- Train and mentor junior customer support representatives.
- Maintain high levels of customer satisfaction by delivering outstanding service and support.
Qualifications:
- Proven experience in a customer service or technical support role, with at least 4 years in a senior capacity.
- Exceptional communication, active listening, and problem-solving skills.
- Proficiency in using customer support software, ticketing systems, and CRM platforms.
- Ability to explain technical concepts clearly and concisely to non-technical users.
- Strong empathy and patience in handling customer interactions.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote work environment.
- Adept at troubleshooting and resolving a wide range of customer issues.
- Experience in creating support documentation is a plus.
- A proactive approach to identifying and resolving customer needs.
- High school diploma or equivalent; associate's or bachelor's degree preferred.
This fully remote position offers the flexibility to excel in a customer-centric role from the comfort of your home. Our client is committed to providing an engaging and supportive environment for their remote employees, focusing on professional growth and collaborative success. You will be an integral part of a team dedicated to fostering strong customer relationships and ensuring satisfaction. This is a fantastic opportunity for a dedicated support professional looking to advance their career within a forward-thinking organization that values excellent customer service.
This advertiser has chosen not to accept applicants from your region.
5
Senior Technical Support Engineer
70100 Nairobi, Nairobi
KES120000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Senior Technical Support Engineer to join their fully remote customer service and helpdesk team. This position is crucial for providing advanced technical assistance and ensuring exceptional customer satisfaction for a diverse client base. As a remote-first organization, we offer a flexible and collaborative work environment. You will be responsible for diagnosing and resolving complex technical issues across various software and hardware platforms. This includes troubleshooting system errors, network connectivity problems, and application malfunctions. The Senior Technical Support Engineer will act as a point of escalation for junior support staff, providing guidance and mentorship. Key responsibilities include developing and maintaining technical documentation, creating knowledge base articles, and identifying recurring issues to propose long-term solutions. You will work closely with development and product management teams to provide feedback on product improvements and bug fixes. The ideal candidate will possess a deep understanding of operating systems, networking protocols, and common software applications. A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred, with relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) being a strong asset. A minimum of 5 years of experience in technical support, helpdesk operations, or a related IT role is required. Proven experience in diagnosing and resolving complex technical problems, as well as strong customer service skills, is essential. Proficiency in using remote support tools and ticketing systems (e.g., Zendesk, ServiceNow) is expected. Excellent problem-solving, analytical, and communication skills are critical for effectively interacting with customers and internal teams. You must be a self-motivated, organized, and detail-oriented individual with the ability to manage your time effectively and work independently in a fully remote setting. This is an excellent opportunity to leverage your technical expertise and customer focus to make a significant impact on client success, all from the convenience of your home.
This advertiser has chosen not to accept applicants from your region.
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6
Senior Technical Support Engineer
00100 Nairobi, Nairobi
KES190000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and motivated Senior Technical Support Engineer to provide exceptional remote support to their diverse customer base. This is a fantastic opportunity to leverage your technical expertise and problem-solving abilities from the comfort of your home. You will be responsible for diagnosing and resolving complex technical issues, guiding customers through troubleshooting steps, and ensuring a high level of customer satisfaction. The ideal candidate will have a deep understanding of software, hardware, and network troubleshooting, with a proven track record in a technical support role. You should be adept at communicating technical information clearly and concisely to both technical and non-technical users. Experience with ticketing systems, remote desktop tools, and knowledge base management is essential. We are looking for a patient, empathetic, and analytical individual with a passion for helping others and a commitment to finding effective solutions. The ability to work independently, manage multiple support requests simultaneously, and escalate issues appropriately is crucial. This role requires strong problem-solving skills, meticulous attention to detail, and the ability to stay calm and professional under pressure. You will collaborate with engineering and product teams to identify recurring issues and contribute to product improvements. Key responsibilities include:
- Providing high-level technical support to customers via phone, email, and chat.
- Diagnosing and resolving complex hardware, software, and network issues.
- Guiding users through troubleshooting steps and providing clear instructions.
- Documenting all support interactions, resolutions, and technical issues in a ticketing system.
- Creating and maintaining technical documentation and knowledge base articles.
- Escalating unresolved issues to senior engineers or development teams.
- Identifying trends in customer issues and providing feedback to product development.
- Ensuring customer satisfaction by providing timely and effective solutions.
- Staying up-to-date with product updates and technical advancements.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in technical support or helpdesk roles.
- Proficiency in troubleshooting operating systems (Windows, macOS, Linux) and common applications.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP).
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Excellent communication, problem-solving, and customer service skills.
- Ability to work independently and manage time effectively in a remote environment.
- Relevant technical certifications (e.g., CompTIA A+, Network+) are a plus.
This advertiser has chosen not to accept applicants from your region.
7
Remote Technical Support Lead
80200 Nairobi, Nairobi
KES95000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is looking for an experienced and customer-focused Technical Support Lead to manage their remote support team. This role demands a leader with a strong technical aptitude, excellent communication skills, and a passion for providing exceptional customer service. You will be responsible for overseeing the daily operations of the technical support department, ensuring timely and effective resolution of customer issues, and driving continuous improvement in support processes. The ideal candidate will have a proven track record in managing support teams, troubleshooting complex technical problems, and implementing customer support best practices.
Your responsibilities will include leading, training, and mentoring a team of support specialists, assigning tasks, and monitoring performance to meet service level agreements (SLAs). You will also be involved in developing and maintaining support documentation, knowledge bases, and FAQs. This role requires hands-on involvement in resolving escalated customer issues, identifying root causes, and collaborating with engineering and product teams to implement solutions. You will track support metrics, analyze trends, and report on team performance and customer satisfaction. Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools is essential. We are seeking a proactive problem-solver who can foster a positive team environment and ensure a seamless customer experience. This is a remote-first position, requiring strong organizational skills, the ability to manage time effectively, and proficiency in virtual collaboration tools. If you are passionate about customer success and looking to lead a high-performing team from **Malindi, Kilifi, KE**, we invite you to apply.
Your responsibilities will include leading, training, and mentoring a team of support specialists, assigning tasks, and monitoring performance to meet service level agreements (SLAs). You will also be involved in developing and maintaining support documentation, knowledge bases, and FAQs. This role requires hands-on involvement in resolving escalated customer issues, identifying root causes, and collaborating with engineering and product teams to implement solutions. You will track support metrics, analyze trends, and report on team performance and customer satisfaction. Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools is essential. We are seeking a proactive problem-solver who can foster a positive team environment and ensure a seamless customer experience. This is a remote-first position, requiring strong organizational skills, the ability to manage time effectively, and proficiency in virtual collaboration tools. If you are passionate about customer success and looking to lead a high-performing team from **Malindi, Kilifi, KE**, we invite you to apply.
This advertiser has chosen not to accept applicants from your region.
8
Senior Technical Support Engineer
80202 Nairobi, Nairobi
KES160000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled Senior Technical Support Engineer to join their dedicated, fully remote customer service team. This role is crucial for providing exceptional technical assistance and ensuring our clients' satisfaction with our products and services. You will be the primary point of contact for complex technical inquiries, offering expert troubleshooting and resolution.
As a Senior Technical Support Engineer, you will leverage your deep technical knowledge and problem-solving abilities to diagnose and resolve a wide range of hardware and software issues. You will document solutions, create knowledge base articles, and collaborate with engineering teams to escalate and track product bugs and improvements. Excellent communication skills are essential, as you will be interacting with customers via phone, email, and chat, maintaining a professional and helpful demeanor at all times. This position requires a proactive approach to customer satisfaction and a commitment to continuous learning within a remote-first environment.
Key Responsibilities:
Qualifications:
This is an excellent opportunity to advance your career in technical support within a collaborative and flexible remote team. If you are passionate about helping others and possess strong technical acumen, apply today. You'll be providing vital support from your home base in Malindi, Kilifi, KE .
As a Senior Technical Support Engineer, you will leverage your deep technical knowledge and problem-solving abilities to diagnose and resolve a wide range of hardware and software issues. You will document solutions, create knowledge base articles, and collaborate with engineering teams to escalate and track product bugs and improvements. Excellent communication skills are essential, as you will be interacting with customers via phone, email, and chat, maintaining a professional and helpful demeanor at all times. This position requires a proactive approach to customer satisfaction and a commitment to continuous learning within a remote-first environment.
Key Responsibilities:
- Provide advanced technical support and troubleshooting for clients experiencing hardware and software issues.
- Respond to customer inquiries promptly and professionally across multiple channels (phone, email, chat).
- Diagnose, troubleshoot, and resolve complex technical problems, ensuring timely resolution.
- Escalate unresolved issues to appropriate internal teams (e.g., development, engineering) and follow up to ensure resolution.
- Create and maintain comprehensive technical documentation, including FAQs, user guides, and knowledge base articles.
- Identify trends in customer issues and provide feedback to product development teams for improvement.
- Assist in training and mentoring junior support staff.
- Proactively identify opportunities to improve customer experience and support processes.
- Manage customer support tickets efficiently, prioritizing and organizing workload.
- Ensure customer satisfaction by providing clear, concise, and accurate technical guidance.
- Stay up-to-date with product updates and technical advancements.
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 or a similar customer-facing technical role.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Proven ability to diagnose and resolve complex technical issues.
- Excellent problem-solving, analytical, and critical thinking skills.
- Exceptional communication, interpersonal, and customer service skills.
- Proficiency in using helpdesk software and ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- Strong ability to explain technical concepts to non-technical users.
- Experience in a SaaS environment is a plus.
This is an excellent opportunity to advance your career in technical support within a collaborative and flexible remote team. If you are passionate about helping others and possess strong technical acumen, apply today. You'll be providing vital support from your home base in Malindi, Kilifi, KE .
This advertiser has chosen not to accept applicants from your region.
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