387 Help Desk Technician jobs in Nairobi

• Handle inbound customer calls, emails, and chat inquiries regarding accounts, services, and product information.
• Provide accurate and timely information to customers, ensuring clarity and understanding.
• Resolve customer complaints and issues effectively, escalating complex cases to appropriate departments when necessary.
• Process customer requests, such as account updates, service changes, and transaction inquiries.
• Educate customers on the features and benefits of our client's offerings.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Adhere to company policies and procedures, ensuring compliance with regulatory requirements.
• Contribute to team efforts by achieving individual and team performance goals.
• Identify opportunities to improve customer service processes and customer satisfaction.
• Build and maintain strong relationships with customers through positive and helpful interactions.
• Stay updated on new products, services, and policies.
• Participate in team meetings and training sessions, both in-person and remotely.

• Previous experience in a customer service or call center environment is highly desirable.
• Excellent verbal and written communication skills in English.
• Strong active listening and problem-solving abilities.
• Ability to remain calm and professional in high-pressure situations.
• Proficiency in using computer systems and customer relationship management (CRM) software.
• High school diploma or equivalent; further education or certifications are a plus.
• Ability to multitask and manage time effectively.
• A proactive and customer-centric approach.
• Comfortable working in both an office environment and remotely.
• Knowledge of financial products or services is advantageous.
• Team player with a positive attitude.

THE COMPANY
Silvus Technologies
is dedicated to one mission: connecting those who keep us safe. We do so by delivering the most advanced Mobile Ad-hoc Network (MANET) radios powered by our custom and ever evolving Mobile-Networked MIMO waveform. Together, our radios and waveform provide vital communications for mission-critical applications in the harshest environments from underground tunnels to high-altitude balloons.

International Market - Silvus StreamCaster radios are in use worldwide, supporting a diverse range of users—from defense organizations and public safety agencies to major live events and leading innovators in drone, robotics, and autonomous systems. Their reliability and adaptability make them the trusted choice for military, law enforcement, and commercial users around the globe.

Would you like to join an incredibly talented group of people, doing very challenging work, with the prime directive of
"Keeping Our Heroes Connected"?
International Market - Silvus' rapid growth is driven by a commitment to research, innovation, and a team of passionate, skilled, and forward-thinking individuals. If you're seeking a rewarding and challenging next step, it's well worth exploring how Silvus could play a key role in the next chapter of your career.

HE OPPORTUNITY
Silvus is seeking an
International Field Service Representative (IFSR)
to work closely with the international Silvus team to provide our customers with tailored solutions to meet their needs. This role participates in technical demonstrations, support, and sales of the Silvus family of advanced multi- antenna MIMO radio and mesh networking solutions. This position plays a key role in influencing product development.

This position reports to the Senior Sales Engineer and is a 100% remote position. Candidates must be based in Africa to be eligible for remote work.

The following is a list of at least some of the current essential job functions of the position. Management may assign or reassign duties and responsibilities at any time at its discretion.

ROLE AND RESPONSIBILITIES

• Provide pre-sales and post-sales technical support including system planning, customer training, system optimization, etc.
• Become an expert on the operation and application of Silvus' unique radio and networking solutions and its advantages over competing technologies.
• Prepare and conduct product demonstrations for customer visits and equipment evaluations.
• Visit customer sites to provide technical support and deliver training.
• Troubleshoot failures and abnormal situations in the field.
• Collect and analyze field failures and abnormalities and provide feedback to the development team.
• Help the Design Engineers reproduce and troubleshoot problems.
• Travel up to 75% of the time and work on-site at the customer's location.

REQUIRED QUALIFICATIONS

• Completion of secondary education (e.g., high school diploma, national secondary certificate, or equivalent qualification) is required.
• Minimum 1 year of experience as a Field Service Representative or equivalent.
• Minimum 1 year in, or in support of the Ministry of Defense tactical communications with a focus on data networks and radios.
• Proficiency with TCP/IP protocol and networking.
• Basic proficiency in English (reading and writing) is required.
• Proficiency in French (written and verbal) required.
• Excellent organizational skills and attention to detail.
• Must be based in Africa.
• Willingness to travel to potential conflict areas in support of radios.
• All employment is contingent upon the successful clearance of a background check.

PREFERRED KNOWLEDGE, SKILLS AND ABILITIES

• Proficiency with radio frequency instruments such as signal generators and spectrum analyzers.
• Experience with operating and testing IP radios/modems is a huge plus.
• Knowledge of wireless communication systems, RF signal propagation, and digital communication technologies.
• Proficiency with programming languages such as C/C++.
• Familiarity with Linux.
• Preferred Military background.

WORKING CONDITIONS & PHYSICAL REQUIREMENTS

• Trade shows.
• Outdoor environment for demonstrations.
• Occasional exposure to heat, cold, and allergens while performing tests or demonstrations in the field.
• Lift equipment up to 50 lbs. for the set-up of demonstrations and testing.

COMPENSATION
The pay range is NOT a guarantee. It is based on market research and peer data, and will vary depending on the candidate's experience and qualifications.
US Pay Range

$70,000—$80,000 USD

NOTE - As a U.S. Federal Contractor, Silvus Technologies requires that ALL candidates being considered for employment for any position (regardless of level) MUST be a U.S. Person (permanent resident or citizen). Stricter U.S. Citizen ONLY requirements are needed for some Engineering or R&D roles. This generally does NOT apply to International positions; only job postings for positions located in the U.S. Exceptions will be included in the Required Qualifications section of the posted position.
All Employment is contingent upon the successful clearance of a background check.
Silvus is proud to be an equal-opportunity employer, and we value diversity. We do not discriminate on the basis of race, color, age, religion or belief, ancestry, national origin, sex (including pregnancy), sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, physical or mental disability, protected veteran status, genetic information, political affiliation, or any other factor protected by applicable federal, state, or local laws.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive benefits and privileges of employment. Please contact us to request accommodation.

• Silvus does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to Silvus Technologies.

Are you passionate about health, nutrition, and helping people live better lives?

We're looking for a dynamic Sales Representative to join our team.

What You'll Do

• Educate customers on our range of premium supplements and their health benefits

• Drive sales both in-store and online through product demos, calls, and follow-ups

• Build strong relationships with clients

• Represent our brand with credibility and enthusiasm

• Achieve and exceed monthly sales targets

What We're Looking For

• Bachelor's Degree in Nutrition & Dietetics or any degree in nutritional sciences. (REQUIRED)

• Proven sales experience is a plus but not required.

• Excellent communication and presentation skills

• Strong interpersonal skills and a customer-first attitude

What We Offer

• Competitive salary + performance-based bonuses

• Product training and support

• A vibrant, health-focused work environment

If you're ready to combine your nutrition knowledge with your sales talent, we'd love to meet you.

Whatsapp your CV to

Job Title: Technical Support Intern

Job Overview:

We are seeking a skilled and customer-focused Technical Support Intern to join our dynamic team. The ideal candidate should have a strong technical background, excellent communication skills, and a passion for providing exceptional customer service. As a Technical Support Intern, you will play a crucial role in assisting customers with technical issues, troubleshooting problems, and ensuring a positive & excellent customer experience.

**Responsibilities:**

1. **Customer Support:**

* Provide prompt and effective technical support to customers via phone, email, or chat.

* Diagnose and troubleshoot technical issues related to software or network connectivity.

2. **Issue Resolution:**

* Investigate and analyze technical problems, identifying root causes and implementing solutions.

* Escalate complex issues to the appropriate internal teams for resolution.

3. **Documentation:**

* Create and maintain detailed documentation, including troubleshooting steps and solutions.

* Contribute to knowledge base articles to assist customers and internal teams.

4. **Communication:**

* Communicate technical information in a clear and understandable manner to both technical and non-technical users.

* Keep customers informed of the status and progress of their technical support requests.

5. **Product Knowledge:**

* Stay updated on product features, enhancements, and updates.

* Provide training to customers on the effective use of products and services.

6. **Quality Assurance:**

* Ensure a high level of customer satisfaction by delivering timely and accurate technical support.

* Participate in quality assurance activities to enhance overall support effectiveness.

7. **System Maintenance:**

* Monitor and maintain server and systems uptime to ensure optimal performance.

* Implement preventive measures to minimize downtime and service interruptions.

8. **Collaboration:**

* Collaborate with internal teams, including development and quality assurance, to resolve complex technical issues.

* Provide feedback on product improvements based on customer interactions.

9. **Continuous Learning:**

* Stay current with industry trends, technologies, and best practices in technical support.

* Attend training sessions and workshops to enhance technical skills.

**Required Skills & Qualifications:**

* Strong troubleshooting and analytical skills

* Excellent verbal and written communication

* Knowledge of networking and software systems

* Proficiency in Linux operating systems and command line

*
Available for 12-hour shifts

* Ability to create and manage emergency protocols during system downtimes

* Experience coordinating urgent responses with relevant stakeholders

* Strong prioritization and crisis management skills

* Customer service oriented

*
Bachelor's degree in Computer Science.

* Knowledge of ticketing systems

* Basic scripting/programming skills

* Strong documentation abilities

* Time management skills

* Ability to work under pressure

• Ability to work independently and collaboratively in a fast-paced environment.
• Customer-focused with a passion for delivering exceptional service.
• Available to work 24/7 with one day off in the week(night and day shift.
• Able to perform other roles as assigned.

Starting pay:

25,000KES

Company Description

Serrari Group is a technology-driven platform that focuses on Fintech and EdTech to promote financial freedom and shared prosperity. We offer solutions that support online education, financial literacy, financial planning, and wealth management tools. Our mission is to create versatile online education and financial services platforms to facilitate transactions and empower users globally. Serrari Group is committed to financial inclusion and is dedicated to helping achieve UN sustainable development goals related to poverty, education, economic growth, and equality.

Role Description

Our client in a PSP Fintech is looking to onboard experienced Customer & Merchant Support Associates with experience in a Payment Service Provider or Banking environment.

This is a full-time role for a Customer And Merchant Support Associate based in Nairobi. The role involves providing exceptional support to customers and merchants, troubleshooting issues, addressing inquiries, and ensuring overall satisfaction. Additional tasks include maintaining accurate records, collaborating with internal teams, and contributing to process improvements. Some work from home is acceptable.

Key Responsibilities

Customer Support & Issue Resolution

● Respond to customer inquiries via phone, chat, and email in a professional and timely manner.

● Assist customers with wallet transactions, account setup, password resets, merchant payments, and refunds.

● Handle disputes, failed transactions, and escalations in line with company procedures.

● Provide accurate product and service information to customers.

Compliance & Security

● Verify customer identity through KYC protocols before processing requests.

● Adhere to AML (Anti-Money Laundering), data privacy, and fraud prevention standards.

● Escalate suspicious or fraudulent activity to the Risk & Compliance team.

Quality & Performance

● Meet or exceed KPIs such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).

● Follow call scripts and standard operating procedures for consistent service delivery.

● Participate in quality monitoring sessions and apply feedback for continuous improvement.

Collaboration & Reporting

● Escalate unresolved or complex cases to Customer & Merchant support Team Lead.

● Provide feedback to management on recurring customer/ Merchant issues or system errors.

● Document all interactions accurately in CRM or call center software.

Any other duties as assigned by the Line Manager.

Key Performance Indicators (KPIs)

● Average Handle Time (AHT).

● First Call Resolution (FCR).

● Customer Satisfaction (CSAT).

● Quality Assurance scores.

● Adherence to schedule & attendance.

● Compliance with KYC/AML protocols.

Qualifications & Skills:

● Diploma/Degree in Business, Communications, IT, or related field.

● 1–2 years' experience in a call center role in a PSP or Banking Industry (
MUST

)

● Experience handling digital financial services or mobile money is an added advantage.

Applications to be shared to

Flex Money Transfer is a licensed Forex and Remittance company regulated by the Central Bank of Kenya. We provide fast, secure, and reliable cross-border payment solutions through mobile, USSD, bank transfers, and online platforms.

Our mission is to make money transfers simple, seamless, and accessible to everyone.

About the Job

We're looking for a
Customer Support Officer
to deliver exceptional service and operational support across our money transfer and forex channels. If you're detail-oriented, tech-savvy, and passionate about helping customers, this is your chance to join a dynamic, fast-growing financial services company.

Responsibilities

• Monitor partner transactions and ensure timely, accurate payouts.
• Resolve customer and partner issues promptly and professionally.
• Support customer On-boarding and verify KYC documentation.
• Handle inquiries and educate customers on digital transfer channels.
• Maintain accurate transaction and support records for reporting.
• Collaborate with internal teams to ensure compliance and service excellence
• Escalating and following up on technical or system-related issues to ensure resolution.
• Maintaining clear and professional communication with customers, partners, and service teams

Qualifications

• Attention to detail and commitment to accuracy.
• A customer-first attitude and professional approach.
• Experience working with transaction systems or financial services is a MUST.
• Degree in Business or a related field.
• Minimum of 2 years' experience in customer support.
• Strong system monitoring and troubleshooting ability
• Knowledge of KYC/AML and CBK compliance requirements.
• Accuracy in updating financial/transactional data (e.g., currency rates).
• Excellent problem-solving and escalation handling.
• Communication and customer service skills.
• Ability to work in rotational shifts (including weekends/holidays).
• Attributes: Proactive, detail-oriented, high integrity, flexible, customer-focused, and a strong team player.

Why Join Us

At Flex Money Transfer, you'll be part of a dynamic, innovative, and customer-focused team that values integrity, collaboration, and growth. You'll gain hands-on experience in digital finance operations and have opportunities to grow within the company.

To Apply:

Send your CV and a brief cover letter to - with the subject line: Customer Support Officer Application

(Applicants must be based in Kenya)

Deadline: 9th October 2025

• Lead, mentor, and manage a team of customer support representatives, fostering a positive and productive work environment.
• Develop and implement customer support strategies, policies, and procedures to enhance service quality.
• Monitor and analyze customer support metrics (e.g., response time, resolution rate, CSAT) to identify areas for improvement.
• Ensure timely and effective resolution of customer inquiries, complaints, and issues across various channels (phone, email, chat, social media).
• Train new hires and provide ongoing coaching and development to the support team.
• Collaborate with other departments (e.g., product, sales) to address customer feedback and improve overall customer experience.
• Manage the allocation of resources and workload distribution within the support team.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Identify trends in customer issues and proactively recommend product or service improvements.
• Handle escalated customer issues and complex problem-solving cases.
• Ensure compliance with company standards and service level agreements (SLAs).
• Contribute to the development and implementation of customer support technologies and tools.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 6 years of experience in customer service or support roles, with at least 3 years in a management or supervisory capacity.
• Proven experience in managing and motivating remote customer support teams.
• Strong understanding of customer service principles, best practices, and performance metrics.
• Proficiency in customer support software and CRM systems (e.g., Zendesk, Salesforce, Intercom).
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to analyze data and derive actionable insights.
• Experience in developing and delivering training programs.
• Strong organizational and time management skills.
• Adaptability and ability to thrive in a fast-paced, remote work environment.