Explore current Help Desk job openings in Remote Customer Support Specialist - Technical
80100 Nairobi, Nairobi
KES55000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is searching for a dedicated and customer-focused Technical Support Specialist to join their fully remote customer service team. This role is instrumental in providing exceptional technical assistance and problem resolution to our client's diverse customer base. You will be the first point of contact for customers experiencing technical difficulties, guiding them through troubleshooting steps and ensuring their satisfaction. This is a remote-first position, allowing you to work from the comfort of your home while delivering top-tier support. The ideal candidate will possess excellent communication skills, a patient demeanor, and a strong aptitude for understanding and explaining technical concepts. You should be adept at using various support tools, including ticketing systems, live chat, and remote desktop software. Key responsibilities include responding to customer inquiries via phone, email, and chat; diagnosing and resolving software and hardware issues; escalating complex problems to higher-level support when necessary; and documenting all customer interactions accurately. Maintaining a high level of customer satisfaction is paramount. You will also contribute to building a comprehensive knowledge base by creating and updating support articles and FAQs. The ability to work independently, manage time effectively, and maintain a positive attitude in a fast-paced, remote environment is crucial. Our client values individuals who are proactive, detail-oriented, and committed to providing outstanding customer experiences. This is a fantastic opportunity to grow your career in customer support and gain experience in a dynamic industry, all while enjoying the benefits of a fully remote role.
Responsibilities:
Qualifications:
Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, and live chat.
- Diagnose and troubleshoot technical issues with software, hardware, and network connectivity.
- Guide customers through step-by-step solutions for technical problems.
- Escalate unresolved issues to the appropriate internal teams or senior support staff.
- Document all customer interactions, issues, and resolutions in the ticketing system.
- Contribute to the creation and maintenance of support documentation, FAQs, and knowledge base articles.
- Identify recurring customer issues and provide feedback to product development teams.
- Ensure a high level of customer satisfaction through effective problem-solving and communication.
- Stay up-to-date with product knowledge and technical advancements.
- Manage time effectively and prioritize tasks to meet service level agreements in a remote setting.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven experience in customer service or technical support roles.
- Strong understanding of computer hardware, software, and basic networking concepts.
- Excellent communication, interpersonal, and active listening skills.
- Ability to explain technical solutions clearly to non-technical users.
- Proficiency with helpdesk software and remote support tools.
- Patience, empathy, and a customer-centric approach.
- Ability to work independently and manage time effectively in a remote work environment.
- Strong problem-solving and analytical skills.
- Flexibility to work various shifts if required.
This advertiser has chosen not to accept applicants from your region.
0
Senior Customer Support Specialist - Technical
80200 Nairobi, Nairobi
KES90000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a rapidly expanding technology company, is looking for a highly skilled and empathetic Senior Customer Support Specialist to join their fully remote customer service and helpdesk team. This critical role focuses on providing exceptional technical support and ensuring customer satisfaction through efficient issue resolution. The ideal candidate will have a strong technical aptitude, a passion for helping others, and extensive experience in customer support, preferably in a technology-driven environment. You should possess a deep understanding of common technical issues across various software and hardware platforms, and the ability to troubleshoot complex problems effectively. Responsibilities include responding to customer inquiries via phone, email, and chat, diagnosing and resolving technical issues, guiding users through product features and functionalities, and escalating unresolved issues to appropriate technical teams. You will also be responsible for creating and maintaining support documentation, contributing to knowledge base articles, and identifying trends in customer issues to provide feedback for product improvement. As a fully remote position, outstanding communication skills, patience, and the ability to manage time effectively are paramount. You must be able to work independently while collaborating seamlessly with colleagues in a virtual environment. This role offers the chance to be a key player in maintaining customer loyalty and ensuring a positive user experience. The position is conceptually located in Malindi, Kilifi, KE , but all duties will be performed remotely. You will be the first line of defense in solving our users' challenges, making a tangible impact on their experience with our client's products. We are seeking an individual who is proactive, detail-oriented, and committed to delivering outstanding customer service.
Key Responsibilities:
Key Responsibilities:
- Provide expert technical support to customers via multiple channels (phone, email, chat).
- Diagnose and resolve complex hardware and software issues.
- Guide customers through troubleshooting steps and product usage.
- Document customer interactions and resolutions accurately.
- Contribute to the creation and maintenance of support documentation and FAQs.
- Escalate issues appropriately and follow up to ensure resolution.
- Identify recurring technical issues and provide feedback to product teams.
- Maintain a high level of customer satisfaction.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- 3+ years of experience in customer support or technical helpdesk roles.
- Strong technical troubleshooting skills across various operating systems and applications.
- Excellent communication, listening, and interpersonal skills.
- Patience and empathy when interacting with customers.
- Ability to manage multiple tasks and prioritize effectively in a remote setting.
- Proficiency with customer support software and ticketing systems.
- Demonstrated problem-solving abilities.
This advertiser has chosen not to accept applicants from your region.
1
Remote Customer Support Specialist - Technical
80202 Nairobi, Nairobi
KES150000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
We are seeking dedicated and customer-focused Remote Customer Support Specialists to join our dynamic, fully remote team. As a Remote Customer Support Specialist, you will be the first point of contact for our valued customers, providing exceptional assistance and resolving inquiries with efficiency and empathy. This role is critical in ensuring customer satisfaction and fostering long-term loyalty. You will handle a variety of customer interactions via email, chat, and phone, addressing technical issues, product inquiries, and general support requests. A deep understanding of our products and services is essential, alongside the ability to clearly communicate complex solutions in a user-friendly manner.
This is a remote-first position, meaning you will work entirely from your home office. We provide all necessary tools and support to ensure your success. You will be responsible for logging all customer interactions accurately in our CRM system, identifying trends in customer issues, and providing feedback to product and development teams for continuous improvement. The ideal candidate is a proactive problem-solver, possesses excellent active listening skills, and thrives in an independent work environment. If you are passionate about helping others and have a knack for technical troubleshooting, this role is perfect for you. Join us and become an integral part of our growing, globally distributed team, delivering outstanding support to customers in **Malindi, Kilifi, KE**, and beyond, from the comfort of your own home.
This is a remote-first position, meaning you will work entirely from your home office. We provide all necessary tools and support to ensure your success. You will be responsible for logging all customer interactions accurately in our CRM system, identifying trends in customer issues, and providing feedback to product and development teams for continuous improvement. The ideal candidate is a proactive problem-solver, possesses excellent active listening skills, and thrives in an independent work environment. If you are passionate about helping others and have a knack for technical troubleshooting, this role is perfect for you. Join us and become an integral part of our growing, globally distributed team, delivering outstanding support to customers in **Malindi, Kilifi, KE**, and beyond, from the comfort of your own home.
This advertiser has chosen not to accept applicants from your region.
2
Remote Customer Support Specialist - Technical
80100 Nairobi, Nairobi
KES90000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking a highly proficient and empathetic Remote Technical Customer Support Specialist to join their dedicated support team. This is a fully remote position, offering the flexibility to assist customers from the comfort of your home office. You will be the primary point of contact for customers experiencing technical issues with our client's products or services. Your role will involve troubleshooting problems, providing clear and concise solutions, and ensuring a positive customer experience. The ideal candidate will possess strong technical aptitude, excellent communication skills, and a patient demeanor. You should be adept at diagnosing and resolving a wide range of technical issues, from software configurations to hardware functionalities. Proficiency in using helpdesk ticketing systems and remote support tools is essential. We are looking for individuals who are passionate about helping others, possess strong problem-solving abilities, and can effectively manage their time and workload in a remote environment. Your commitment to providing exceptional support will be key to customer satisfaction and retention. You will be expected to maintain detailed records of customer interactions and resolutions within the CRM system.
Key Responsibilities:
Key Responsibilities:
- Provide technical support to customers via phone, email, and chat.
- Diagnose and resolve customer issues related to software, hardware, and services.
- Guide customers through troubleshooting steps and provide clear, actionable solutions.
- Document all customer interactions and resolutions accurately in the ticketing system.
- Escalate complex issues to higher-level support teams when necessary.
- Contribute to the knowledge base by creating and updating support articles.
- Identify recurring customer issues and provide feedback to product development teams.
- Maintain a high level of customer satisfaction through effective problem-solving and communication.
- Adhere to established support processes and service level agreements (SLAs).
- Continuously improve technical knowledge and customer service skills.
- Proven experience in technical customer support or a similar role.
- Strong understanding of computer hardware, software, and operating systems.
- Excellent troubleshooting and problem-solving skills.
- Proficiency with helpdesk software and remote support tools.
- Exceptional verbal and written communication skills.
- Patience, empathy, and a customer-centric approach.
- Ability to work independently and manage time effectively in a remote setting.
- Familiarity with CRM systems.
- High school diploma or equivalent; technical certifications are a plus.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Support Specialist
80100 Nairobi, Nairobi
KES75000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team. The ideal candidate will be passionate about delivering exceptional service and possess a proven track record in resolving complex customer issues. This role is based in the vibrant coastal town of Malindi, Kilifi, KE . You will be a crucial point of contact for our clients, providing comprehensive support across various channels, including phone, email, and live chat. Your responsibilities will include troubleshooting technical problems, guiding users through product features, and escalating issues to appropriate departments when necessary. We expect you to maintain a high level of customer satisfaction by offering personalized solutions and timely responses.
Responsibilities:
Responsibilities:
- Handle inbound customer inquiries, providing accurate and efficient solutions.
- Diagnose and resolve technical issues with software applications and hardware.
- Educate customers on product usage and best practices.
- Document all customer interactions and resolutions in the CRM system.
- Collaborate with other teams to identify and address product bugs or service gaps.
- Train and mentor junior support staff.
- Contribute to the development of knowledge base articles and support documentation.
- Act as a subject matter expert for specific product lines.
- Achieve and exceed key performance indicators related to customer satisfaction and resolution times.
- Gather customer feedback and report trends to product development teams.
- Proactively identify opportunities to improve the customer experience.
- Manage and prioritize a queue of support tickets effectively.
- Ensure all communication adheres to company standards and protocols.
- Participate in team meetings and provide insights for service improvement.
- Stay updated on product changes and industry best practices.
- Minimum of 3 years of experience in a customer service or helpdesk role.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Strong understanding of common IT troubleshooting techniques.
- Ability to work independently and as part of a team.
- Experience in training or mentoring junior staff is a plus.
- Relevant certifications in customer service or IT support are advantageous.
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Support Specialist
80200 Nairobi, Nairobi
KES65000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team. This role is crucial in ensuring the highest level of customer satisfaction through efficient and effective issue resolution. You will be responsible for handling complex customer inquiries, providing in-depth technical support, and escalating issues when necessary. This is an excellent opportunity for a dedicated professional to contribute to a growing company in **Malindi, Kilifi, KE**.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
- Diagnose and troubleshoot customer issues, providing clear and concise solutions.
- Maintain detailed records of customer interactions and transactions in the CRM system.
- Develop and update customer support documentation, FAQs, and knowledge base articles.
- Train and mentor junior support staff on best practices and product knowledge.
- Identify trends in customer issues and provide feedback to the product and development teams for continuous improvement.
- Manage and resolve escalated customer complaints with a focus on retention and satisfaction.
- Collaborate with other departments to ensure a seamless customer experience.
- Contribute to the development and implementation of new customer support strategies and tools.
- Proactively identify opportunities to enhance customer engagement and loyalty.
- Proven experience as a Customer Support Specialist or in a similar role, preferably in a senior capacity.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong technical aptitude and ability to quickly learn new software and systems.
- Experience with CRM software (e.g., Salesforce, Zendesk) is essential.
- Ability to manage multiple priorities and work effectively under pressure.
- A patient and empathetic demeanor when interacting with customers.
- Prior experience in a supervisory or mentoring role is a plus.
- A minimum of a Diploma in a relevant field is required; a Bachelor's degree is advantageous.
- Fluency in English and Swahili is a must.
This advertiser has chosen not to accept applicants from your region.
5
Remote Customer Support Specialist
80101 Nairobi, Nairobi
KES35000 month
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and proactive Remote Customer Support Specialist to join their dynamic team. 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 exceptional service. Your responsibilities will include:
Qualifications:
- Responding to customer queries via email, phone, and chat in a timely and professional manner.
- Troubleshooting and resolving customer issues effectively, escalating complex problems when necessary.
- Maintaining accurate records of customer interactions and transactions.
- Identifying and communicating customer feedback to relevant departments to improve services.
- Educating customers on product features and benefits.
- Adhering to company policies and procedures to ensure quality service.
- Collaborating with team members to share best practices and improve overall customer satisfaction.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven experience in customer service or a similar role.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency in using customer support software and tools.
- Ability to work independently and manage time effectively.
- A patient and empathetic demeanor.
- Tech-savviness and ability to quickly learn new software.
This advertiser has chosen not to accept applicants from your region.
Be The First To Know
About the latest Help desk Jobs in Nairobi !
6
Customer Support Team Lead
80300 Nairobi, Nairobi
KES150000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client is seeking an experienced and motivated Customer Support Team Lead to guide their dedicated remote customer service team. This role is pivotal in ensuring exceptional customer satisfaction, resolving complex inquiries, and fostering a positive support environment within a fully remote setup. You will be responsible for managing day-to-day operations of the customer support function, mentoring and coaching team members, and implementing best practices to enhance service delivery. As a Team Lead, you will monitor key performance indicators (KPIs), analyze customer feedback, and identify areas for improvement in support processes and agent performance. Key responsibilities include handling escalated customer issues, conducting team training sessions, and contributing to the development of support documentation and FAQs. You will also work closely with other departments to ensure a unified customer experience. The ideal candidate will possess strong leadership qualities, excellent communication and interpersonal skills, and a deep understanding of customer service principles. Proficiency in customer relationship management (CRM) software and ticketing systems is essential. You should be adept at problem-solving, conflict resolution, and motivating a remote team to achieve high performance. This is an excellent opportunity for a customer-focused professional looking to take on a leadership role and make a significant impact within a forward-thinking, remote-first organization. If you are passionate about delivering outstanding customer service and excel at managing and developing remote teams, we encourage you to apply.
Responsibilities:
Responsibilities:
- Lead, mentor, and coach a remote customer support team to ensure high performance and job satisfaction.
- Manage daily operations of the customer support function, ensuring timely and effective issue resolution.
- Monitor and analyze key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
- Handle escalated customer inquiries and complaints, providing effective solutions.
- Develop and deliver training programs to enhance team skills and product knowledge.
- Contribute to the creation and maintenance of support documentation, knowledge bases, and FAQs.
- Implement and refine customer support processes and workflows.
- Collaborate with product and engineering teams to address customer feedback and product issues.
- Foster a positive and supportive team environment that promotes continuous improvement.
- Ensure adherence to company policies and customer service standards.
- High school diploma or equivalent; Bachelor's degree in a relevant field is a plus.
- Minimum of 3 years of experience in customer service or support roles, with at least 1 year in a team lead or supervisory capacity.
- Proven experience in managing and coaching remote teams.
- Strong understanding of customer service principles, best practices, and metrics.
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to motivate and guide a team effectively in a remote environment.
- Strong organizational and time management skills.
This advertiser has chosen not to accept applicants from your region.
7
Remote Customer Support Specialist
80300 Malindi Nairobi, Nairobi
KES70000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is looking for a friendly, empathetic, and efficient Customer Support Specialist to join their team on a fully remote basis. In this role, you will be the first point of contact for customers, providing exceptional support and resolving inquiries through various channels, including email, chat, and phone. Your primary goal will be to ensure customer satisfaction by offering timely and accurate solutions. A positive attitude, strong problem-solving skills, and the ability to communicate clearly and professionally are paramount. This role requires individuals who are self-disciplined and adept at managing their workload effectively in a home-based environment.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries and issues promptly and professionally via email, chat, and phone.
- Provide accurate information about products and services.
- Troubleshoot and resolve customer problems efficiently.
- Escalate complex issues to the appropriate departments when necessary.
- Maintain customer records by updating account information.
- Identify and report trends in customer inquiries and feedback.
- Educate customers on product features and best practices.
- Contribute to team knowledge base with solutions and workarounds.
- Ensure adherence to customer service standards and company policies.
- Strive to achieve high levels of customer satisfaction and loyalty.
- High school diploma or equivalent; a degree in a related field is a plus.
- Previous experience in customer service or a similar role is highly desirable.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and critical thinking abilities.
- Ability to multitask and manage time effectively.
- Proficiency with customer service software and CRM systems.
- A quiet, dedicated workspace with reliable internet connectivity.
- Ability to work independently and as part of a remote team.
- Patient and empathetic demeanor when interacting with customers.
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Support Specialist
80100 Nairobi, Nairobi
KES75000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Senior Customer Support Specialist to join their fully remote customer service and helpdesk team. This role is vital in ensuring exceptional customer experiences by providing timely, accurate, and professional support. You will be responsible for handling complex customer inquiries, resolving technical issues, and providing guidance on product usage and services. The ideal candidate will possess outstanding communication, problem-solving, and interpersonal skills. A deep understanding of customer service principles and best practices is essential. You will act as a point of escalation for challenging customer cases, requiring patience, resourcefulness, and a commitment to customer satisfaction. Key responsibilities include managing incoming support tickets via various channels (email, chat, phone), documenting customer interactions accurately in the CRM system, and collaborating with other departments to resolve issues effectively. You will also be involved in identifying recurring customer issues and providing feedback to improve products and services. Strong technical aptitude and the ability to quickly learn new software and systems are crucial. This is a remote-first position, demanding excellent organizational skills, time management, and the ability to work independently while maintaining high service standards. We are looking for a motivated individual with a passion for helping people and contributing to a positive customer experience. Your ability to remain calm and professional under pressure will be highly valued.
Responsibilities:
Qualifications:
Responsibilities:
- Provide high-quality customer support via phone, email, and chat.
- Respond to customer inquiries, issues, and requests promptly and professionally.
- Troubleshoot and resolve technical problems and customer complaints.
- Escalate complex issues to appropriate departments or senior staff.
- Document all customer interactions and resolutions in the CRM system.
- Educate customers on product features and services.
- Identify opportunities to improve customer satisfaction and loyalty.
- Contribute to the development of support documentation and FAQs.
- Collaborate with team members to share knowledge and best practices.
- Meet and exceed performance metrics for response times and resolution rates.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 4 years of experience in customer service or technical support.
- Proven ability to handle customer inquiries and resolve issues effectively.
- Excellent verbal and written communication skills.
- Strong problem-solving and critical-thinking abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Patience, empathy, and a customer-centric attitude.
- Ability to work independently and manage time effectively in a remote setting.
- Technical aptitude and willingness to learn new technologies.
This advertiser has chosen not to accept applicants from your region.
9