1,164 Helpdesk Advisor jobs in Kenya
Senior Technical Support Engineer (Helpdesk)
50100 Kakamega, Western
KES70000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Senior Technical Support Engineer to join their dynamic Customer Service & Helpdesk team. This is a fully remote position, offering the flexibility to provide exceptional technical assistance from anywhere. You will be the primary point of contact for complex technical issues, diagnosing and resolving problems for a diverse user base. Your responsibilities will include providing advanced troubleshooting for hardware, software, and network-related issues, as well as escalating critical problems to appropriate teams. The ideal candidate will possess a strong understanding of IT systems, operating systems (Windows, macOS, Linux), common applications, and network troubleshooting. You will be adept at documenting technical solutions, creating knowledge base articles, and training junior support staff. This role requires excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users. A customer-centric approach and a passion for problem-solving are essential. We are committed to fostering a supportive and collaborative remote work environment, ensuring you have the resources and training needed to succeed. This is an excellent opportunity for a seasoned support professional to advance their career and make a significant impact.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for hardware, software, and network issues.
- Respond to and resolve escalated customer support tickets in a timely manner.
- Diagnose and repair technical problems, ensuring minimal disruption to users.
- Document all support activities, resolutions, and procedures in the helpdesk system.
- Create and maintain knowledge base articles and FAQs.
- Mentor and provide guidance to junior technical support staff.
- Identify recurring technical issues and recommend solutions for long-term fixes.
- Collaborate with IT teams to implement system improvements.
- Ensure adherence to service level agreements (SLAs).
- Stay up-to-date with new technologies and software.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 4 years of experience in technical support or helpdesk roles.
- In-depth knowledge of operating systems (Windows, macOS, Linux) and common productivity software.
- Proficiency in network troubleshooting (TCP/IP, DNS, DHCP).
- Experience with ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent problem-solving, analytical, and diagnostic skills.
- Strong communication, customer service, and interpersonal skills.
- Ability to work independently and manage time effectively in a remote setting.
- Relevant certifications (e.g., CompTIA A+, Network+) are a plus.
This advertiser has chosen not to accept applicants from your region.
0
Senior Customer Service & Helpdesk Lead - Remote Technical Support Manager
01000 Makongeni
KES80000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a fast-growing technology solutions provider, is seeking a highly skilled and motivated Senior Customer Service & Helpdesk Lead to manage their remote support operations. This is a fully remote position, allowing you to lead from anywhere. The ideal candidate will be responsible for ensuring exceptional customer support experiences, managing a team of helpdesk professionals, and optimizing support processes for efficiency and effectiveness. Your role will involve handling escalated customer issues, providing technical guidance, and developing comprehensive training materials for the support team. You will play a crucial part in maintaining high levels of customer satisfaction, reducing ticket resolution times, and ensuring adherence to service level agreements (SLAs). We are looking for an individual with a strong technical aptitude, excellent problem-solving skills, and a deep understanding of customer service best practices. The ability to analyze support metrics, identify trends, and implement continuous improvement initiatives will be key. You will work closely with product development and engineering teams to provide feedback on customer issues and contribute to product enhancements. This is an excellent opportunity to lead a remote support team, shape customer service strategies, and make a tangible impact on customer retention and loyalty. The successful candidate will possess outstanding communication and leadership skills, with the ability to motivate and inspire a distributed team. Proficiency in helpdesk software, CRM systems, and various troubleshooting methodologies is essential. We are committed to fostering a collaborative and supportive remote work culture where team members can thrive. Your dedication to customer advocacy and your strategic approach to support management will be vital in upholding the company's reputation for excellent service. This position offers a chance to grow your career in a dynamic, customer-focused environment.
Responsibilities:
Responsibilities:
- Lead and manage a remote team of customer service and helpdesk representatives.
- Oversee the resolution of escalated customer technical issues and inquiries.
- Develop and implement customer support policies and procedures.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
- Train and mentor helpdesk staff on technical issues and customer service best practices.
- Maintain and improve knowledge base articles and troubleshooting guides.
- Collaborate with engineering and product teams to address recurring issues.
- Ensure adherence to service level agreements (SLAs).
- Analyze support data to identify trends and recommend process improvements.
- Manage helpdesk software and tools to optimize efficiency.
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership role.
- Proven experience managing remote support teams.
- Strong technical troubleshooting skills across various hardware and software platforms.
- Excellent understanding of helpdesk ticketing systems (e.g., Zendesk, Jira Service Desk).
- Proficiency in CRM systems and customer service methodologies.
- Strong analytical and problem-solving skills.
- Exceptional communication, interpersonal, and leadership abilities.
- Ability to work independently and manage priorities effectively in a remote setting.
- ITIL certification is a plus.
This advertiser has chosen not to accept applicants from your region.
1
Remote Technical Support Lead - IT Helpdesk
40100 Kisumu
KES2000000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a fast-growing software development company, is looking for an experienced and motivated Remote Technical Support Lead to oversee their IT helpdesk operations. This is a fully remote position responsible for managing a team of support technicians, ensuring the efficient resolution of technical issues for internal users and clients. You will be instrumental in developing support processes, managing service level agreements (SLAs), and maintaining a high level of customer satisfaction. Your leadership skills and technical expertise will be key to the smooth functioning of our client's IT infrastructure.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a remote team of IT support technicians.
- Oversee the day-to-day operations of the IT helpdesk, ensuring timely and effective resolution of user issues.
- Develop, implement, and enforce IT support policies, procedures, and SLAs.
- Manage and prioritize support tickets, ensuring all issues are addressed within defined timelines.
- Troubleshoot complex hardware, software, and network issues.
- Provide technical guidance and support to the helpdesk team.
- Collaborate with IT management to identify areas for improvement in support services and infrastructure.
- Maintain and update IT documentation, knowledge base articles, and user guides.
- Ensure the security and integrity of the IT environment by following best practices.
- Monitor system performance and proactively address potential issues.
- Act as a point of escalation for critical support requests.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in IT support, with at least 2 years in a lead or supervisory role.
- Proven experience managing remote IT support teams.
- In-depth knowledge of Windows, macOS, and common business software applications.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
- Experience with IT ticketing systems (e.g., Jira Service Desk, Zendesk, ServiceNow).
- Excellent problem-solving, analytical, and troubleshooting skills.
- Exceptional communication, interpersonal, and customer service skills.
- Ability to work independently, manage time effectively, and lead a remote team.
- Relevant IT certifications (e.g., CompTIA A+, Network+, ITIL) are highly desirable.
- Experience with cloud platforms (e.g., AWS, Azure, Microsoft 365) is a plus.
This advertiser has chosen not to accept applicants from your region.
2
Senior Customer Service & Helpdesk Specialist - Remote Support Lead
50100 Tuwan
KES55000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a leading provider of digital solutions, is seeking a dedicated and experienced Senior Customer Service & Helpdesk Specialist to lead their remote support operations. In this critical role, you will be responsible for resolving complex customer inquiries, providing technical assistance, and ensuring a high level of customer satisfaction. You will also play a key role in training and mentoring junior support staff, developing support documentation, and identifying areas for service improvement. This is a fully remote position, allowing you to deliver exceptional support from anywhere.
Responsibilities:
Responsibilities:
- Provide advanced technical support and troubleshooting for customer issues via phone, email, and chat.
- Investigate and resolve complex customer complaints and escalations in a timely and efficient manner.
- Develop and maintain comprehensive knowledge base articles, FAQs, and support documentation.
- Train and mentor new and existing helpdesk team members on product knowledge and support procedures.
- Monitor support ticket queues and ensure service level agreements (SLAs) are met.
- Identify trends in customer issues and provide feedback to product development and engineering teams for continuous improvement.
- Act as a point of escalation for challenging customer interactions.
- Contribute to the development and refinement of customer service policies and procedures.
- Gather customer feedback to identify areas for service enhancement.
- Champion a customer-centric approach throughout the support team.
- Bachelor's degree in a related field or equivalent work experience.
- Minimum of 4 years of experience in customer service, technical support, or helpdesk roles, with at least 2 years in a senior or lead capacity.
- Proven ability to troubleshoot and resolve complex technical issues across various platforms and software.
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and analytical abilities.
- Proficiency in using helpdesk software and CRM systems.
- Ability to work independently, manage time effectively, and handle multiple priorities in a remote environment.
- Patience, empathy, and a genuine desire to help customers.
- Experience in training or mentoring junior staff is a significant advantage.
- A proactive approach to identifying and resolving issues.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Support & Technical Helpdesk Specialist
01000 Makongeni
KES160000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a fast-growing technology solutions provider, is looking for a highly skilled and empathetic Senior Customer Support & Technical Helpdesk Specialist to join their fully remote support team. This role is essential for providing exceptional technical assistance and resolving customer issues efficiently and effectively. The ideal candidate possesses a strong understanding of software applications, hardware, and network troubleshooting. You will be responsible for responding to customer inquiries via phone, email, and chat, diagnosing technical problems, and guiding users through step-by-step solutions. This position requires excellent communication skills, patience, and a genuine passion for helping customers. You will maintain detailed records of customer interactions, troubleshoot recurring issues, and collaborate with development and product teams to escalate complex problems and provide feedback for product improvement. The ability to manage multiple support tickets simultaneously, prioritize effectively, and work independently in a remote environment is crucial. A commitment to delivering outstanding customer service and maintaining high satisfaction rates is paramount.
Responsibilities:
Responsibilities:
- Provide high-level technical support and troubleshooting for software, hardware, and network-related issues.
- Respond promptly and professionally to customer inquiries received through various channels (phone, email, chat, ticketing system).
- Diagnose and resolve complex technical problems, ensuring customer satisfaction.
- Guide customers through detailed, step-by-step solutions to technical challenges.
- Document all customer interactions, troubleshooting steps, and resolutions in the helpdesk system.
- Identify and escalate recurring issues or bugs to the appropriate development or product teams.
- Contribute to the creation and maintenance of a knowledge base of FAQs, troubleshooting guides, and best practices.
- Proactively monitor system performance and identify potential issues before they impact users.
- Gather customer feedback and provide insights to improve products and services.
- Adhere to service level agreements (SLAs) and ensure timely resolution of support tickets.
- Stay current with product updates, new features, and emerging technologies relevant to customer support.
- Maintain a positive and empathetic attitude while interacting with customers.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in technical support, helpdesk operations, or a similar customer-facing IT role.
- Strong knowledge of operating systems (Windows, macOS, Linux), common software applications, and hardware components.
- Experience troubleshooting network connectivity and common internet issues.
- Proficiency with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Excellent problem-solving, analytical, and diagnostic skills.
- Outstanding communication, active listening, and interpersonal skills.
- Ability to explain technical concepts clearly to non-technical users.
- Strong organizational skills and the ability to manage multiple priorities in a remote setting.
- Customer-centric mindset and a commitment to service excellence.
- Experience in SaaS support is a significant plus.
This advertiser has chosen not to accept applicants from your region.
4
Senior Technical Support Specialist - Remote IT Helpdesk
60200 Meru , Eastern
KES150000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client, a rapidly expanding technology firm, is seeking an experienced Senior Technical Support Specialist to join their elite remote Customer Service and Helpdesk team. This is a fully remote position, offering the chance to provide high-level technical assistance and exceptional customer support from your home office. The ideal candidate will possess deep knowledge of IT systems, hardware, and software, coupled with outstanding troubleshooting abilities and a commitment to customer satisfaction.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to end-users via phone, email, chat, and remote desktop tools.
- Diagnose and resolve complex hardware, software, and network issues across various operating systems (Windows, macOS, Linux).
- Escalate unresolved issues to appropriate internal teams or external vendors, ensuring timely resolution.
- Develop and maintain comprehensive technical documentation, knowledge base articles, and user guides.
- Assist in the setup, configuration, and maintenance of user workstations and peripherals.
- Train and mentor junior support staff, sharing expertise and best practices.
- Contribute to the continuous improvement of support processes and tools.
- Proactively identify potential IT issues and recommend preventative measures.
- Manage IT support tickets, ensuring accurate tracking, prioritization, and resolution within defined service level agreements (SLAs).
- Provide exceptional customer service, demonstrating patience, empathy, and technical proficiency.
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in a technical support, helpdesk, or IT administration role.
- In-depth knowledge of operating systems, networking protocols, common applications, and hardware troubleshooting.
- Experience with IT support ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools.
- Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are highly desirable.
- Excellent analytical and problem-solving skills with a systematic approach to troubleshooting.
- Outstanding communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Proven ability to work independently, manage time effectively, and prioritize tasks in a remote work environment.
This advertiser has chosen not to accept applicants from your region.
5
Customer Service Lead - Technical Support
00100 Abothuguchi West
KES75000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a fast-growing technology company, is seeking an experienced and motivated Customer Service Lead to manage their technical support operations. This is a fully remote position, offering a flexible work environment and the opportunity to lead a dedicated team of support professionals. You will be responsible for overseeing the day-to-day operations of the technical support department, ensuring timely and effective resolution of customer inquiries and technical issues. Your duties will include managing the support queue, assigning tickets to team members, and monitoring performance metrics to ensure high levels of customer satisfaction. You will also be involved in training and mentoring support staff, developing support documentation and knowledge base articles, and identifying areas for process improvement. A strong understanding of technical troubleshooting, CRM systems, and customer service best practices is essential. You will collaborate with product development and engineering teams to address customer feedback and technical bugs. The ideal candidate will have a Bachelor's degree in a related field or equivalent work experience, with at least 5 years of experience in customer service or technical support, including at least 2 years in a supervisory or leadership role. Excellent communication, interpersonal, and problem-solving skills are required. You should be adept at managing a remote team, fostering a positive and productive work culture, and driving continuous improvement. Proficiency in using helpdesk software and ticketing systems is a must. If you are a customer-centric leader with a passion for technology and a proven ability to deliver exceptional support experiences in a remote setting, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
Be The First To Know
About the latest Helpdesk advisor Jobs in Kenya !
6
Customer Service Lead - Technical Support
00500 Ongata Rongai, Rift Valley
KES250000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a rapidly expanding technology firm, is seeking an experienced and highly motivated Customer Service Lead to spearhead their technical support operations. This on-site role is crucial for ensuring exceptional customer satisfaction and seamless technical assistance for their diverse clientele. You will be responsible for leading a team of customer service representatives, managing daily operations, and upholding the highest standards of service quality. Your primary objective will be to resolve customer issues efficiently, accurately, and with empathy, contributing directly to customer retention and loyalty. Key responsibilities include supervising and mentoring the customer service team, developing and implementing support strategies, managing customer inquiries across various channels (phone, email, chat), troubleshooting technical problems, analyzing customer feedback to identify areas for improvement, and ensuring adherence to service level agreements (SLAs). The ideal candidate will possess a strong background in customer service management, particularly within a technical support environment. Proven leadership skills, excellent problem-solving abilities, and a deep understanding of CRM systems and ticketing platforms are essential. You must be adept at handling challenging customer situations and motivating a team to perform at their best. This role requires excellent communication and interpersonal skills, with a focus on delivering clear and effective solutions. You will be based at our client's office in **Ongata Rongai, Kajiado**, working collaboratively with your team and other departments. We are looking for a dedicated professional who is passionate about customer service and committed to driving operational excellence. You will have the opportunity to shape the customer support experience and contribute significantly to our client's growth and reputation in the market. Join our dedicated team and play a vital role in ensuring our customers receive the best possible support.
This advertiser has chosen not to accept applicants from your region.
7
Remote Customer Service & Technical Support Specialist
20300 Abothuguchi West
KES65000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking an empathetic and technically adept Remote Customer Service & Technical Support Specialist to join their dedicated support team. This fully remote position is essential for providing exceptional assistance to our diverse customer base. You will be the first point of contact for customers, addressing inquiries, resolving technical issues, and ensuring a high level of customer satisfaction. The ideal candidate possesses excellent communication skills, a patient demeanor, and a strong aptitude for troubleshooting technical problems. Responsibilities include responding to customer queries via phone, email, and chat, guiding users through product features, diagnosing and resolving software and hardware issues, and escalating complex problems to appropriate teams. You will maintain accurate records of customer interactions and resolutions in our CRM system. A commitment to providing timely and effective support, along with a proactive approach to identifying customer needs, is crucial. This role demands strong problem-solving abilities and the capacity to learn and adapt to new technologies quickly. You will contribute significantly to building customer loyalty and maintaining our client's reputation for outstanding support. Experience with customer relationship management (CRM) software and helpdesk ticketing systems is required.
Key Responsibilities:
Key Responsibilities:
- Provide outstanding customer service and technical support through various communication channels (phone, email, chat).
- Respond to customer inquiries, troubleshoot issues, and provide effective solutions.
- Guide customers through product setup, usage, and troubleshooting steps.
- Diagnose and resolve technical problems related to software and hardware.
- Escalate complex issues to senior support staff or relevant departments when necessary.
- Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
- Contribute to the development of knowledge base articles and FAQs.
- Identify trends in customer issues and provide feedback for product improvement.
- Ensure a high level of customer satisfaction by delivering timely and efficient support.
- Adhere to company policies and procedures for customer service and data security.
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Minimum of 2 years of experience in customer service or technical support roles.
- Proven ability to troubleshoot and resolve technical issues effectively.
- Excellent verbal and written communication skills, with a friendly and professional demeanor.
- Strong active listening and problem-solving abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- Patience and empathy when dealing with customer concerns.
- Basic understanding of computer hardware, software, and operating systems.
- Ability to adapt quickly to new products and technologies.
This advertiser has chosen not to accept applicants from your region.
8
Remote Customer Service Representative - Technical Support
40100 Tuwan
KES35000 Monthly
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a friendly, patient, and technically adept Remote Customer Service Representative to join their dedicated support team. While this is a remote role in principle, this specific position requires the candidate to be physically present at their office located in **Bungoma, Bungoma, KE** due to the nature of the support and infrastructure. You will be the first point of contact for customers, providing comprehensive assistance with inquiries, troubleshooting technical issues, and resolving problems efficiently. This role demands excellent communication skills, a strong aptitude for problem-solving, and a genuine desire to provide outstanding customer experiences. You will handle customer interactions via phone, email, and chat, ensuring all queries are addressed with professionalism and accuracy. The ability to explain technical concepts in a clear and understandable manner is crucial. You will be responsible for documenting customer interactions and escalating complex issues to higher support tiers when necessary.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot and resolve technical issues related to our client's products and services.
- Guide customers through product features, functionalities, and usage.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Identify and escalate complex technical problems to the appropriate internal teams.
- Provide feedback to the product development team on customer issues and suggestions.
- Maintain a high level of customer satisfaction by delivering exceptional service.
- Stay updated on product knowledge and support procedures.
- Adhere to company policies and service level agreements.
- Contribute to team goals and foster a positive working environment.
- High school diploma or equivalent; a degree in a related field is a plus.
- Proven experience in customer service, preferably in a technical support role.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency with CRM software and helpdesk systems.
- Ability to explain technical information clearly and concisely.
- Patience, empathy, and a customer-centric attitude.
- Ability to work independently and manage time effectively.
- Reliable internet connection and a dedicated workspace (though physical presence is required at the Bungoma office).
- Previous experience with (mention a specific relevant technology/product area if applicable, e.g., software support, hardware troubleshooting) is an advantage.
This advertiser has chosen not to accept applicants from your region.
9