2,161 Helpdesk Support jobs in Kenya

• Leading, coaching, and mentoring a remote helpdesk support team.
• Developing and implementing comprehensive customer support policies and procedures.
• Managing the daily operations of the helpdesk, ensuring timely and effective issue resolution.
• Monitoring and analyzing support metrics to identify areas for improvement.
• Ensuring adherence to service level agreements (SLAs).
• Collaborating with other departments to resolve complex customer issues.
• Managing the helpdesk ticketing system and associated tools.
• Developing training materials and conducting training for support staff.
• Gathering customer feedback and implementing improvements.
• Maintaining a high level of customer satisfaction.

Job Position: Help Desk & Marketing Officer

Department: Marketing

Reports to: Marketing Manager

Job Summary:

The Help Desk & Marketing Officer will serve as the first point of contact for visitors and tenants within the BINAA building, ensuring an engaging and seamless experience for all stakeholders. They will play a vital role in guiding foot traffic, promoting tenant businesses, overseeing building marketing initiatives, and maintaining strong tenant relations. Additionally, they will support leasing efforts by showcasing available retail spaces and ensuring the building remains an attractive commercial destination.

Key Responsibilities:

1. Promotion of BINAA Ecosystem & Tenant Businesses

• Educate visitors on the BINAA concept, ensuring they understand it as a one-stop destination for home and building solutions.
• Actively promote tenant businesses by informing customers about special offers, services, and exclusive products.
• Closely, work with the marketing team to execute promotional strategies to increase building footfall and drive business to tenants.
• Assist in planning seasonal campaigns, festive promotions and community events to boost foot traffic.

2. Visitor Engagement & Foot Traffic Management

• Greet and assist visitors, directing them to the appropriate businesses or services within the BINAA building.
• Direct customers looking for building solutions and fixtures primarily to the BINAA showroom while providing supplementary referrals to other tenants.
• Actively manage and document visitor traffic, gathering data to assess peak hours, visitor demographics, and engagement levels.
• Implement visitor feedback mechanisms to continuously improve customer experience.
• Provide maps, directories, and promotional materials to visitors for easy navigation.

Qualifications & Skills:

• Diploma or bachelor's degree in marketing, business administration, or a related field.
• Strong interpersonal and communication skills with a welcoming and professional demeanor.
• Experience in customer service, marketing, or retail management is an added advantage.
• Ability to multitask and manage visitor inquiries while executing marketing responsibilities.
• Strong organizational and problem-solving skills.
• Proficiency in MS Office, customer service tools, and basic data reporting systems.
• Familiarity with social media and digital marketing trends is a plus.

Work Environment & Expectations:

• The role is front-facing and requires the officer to be stationed at the help desk with periodic movement around the building.
• Flexibility in working hours may be required during expos, promotional events, and peak shopping seasons.
• The officer should maintain a customer-centric and solution-oriented approach to interactions.

• Lead, mentor, and manage a remote customer support team, fostering a high-performance culture.
• Develop and implement customer support policies, procedures, and best practices.
• Provide advanced technical support and troubleshooting for customer inquiries related to the company's products or services.
• Act as a primary point of escalation for complex customer issues, ensuring timely and satisfactory resolution.
• Monitor customer support metrics (e.g., response times, resolution rates, customer satisfaction) and identify areas for improvement.
• Train and onboard new customer support representatives, ensuring they are equipped with the necessary skills and knowledge.
• Develop and maintain a comprehensive knowledge base of support documentation and FAQs.
• Gather customer feedback and insights to inform product development and service improvements.
• Collaborate with other departments (e.g., product, engineering) to address customer issues and advocate for customer needs.
• Ensure consistent and high-quality customer service delivery across all communication channels (email, chat, phone).
• Manage support ticket queues and ensure efficient workflow and prioritization.
• Contribute to the development of customer self-service resources.
• Stay updated on product updates and industry best practices in customer support and technical assistance.

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership or lead role.
• Proven experience in resolving complex technical issues and providing advanced troubleshooting.
• Excellent leadership, coaching, and team management skills.
• Strong understanding of customer relationship management (CRM) software and helpdesk platforms.
• Exceptional communication, interpersonal, and active listening skills.
• Ability to remain calm and professional in high-pressure situations.
• Strong analytical and problem-solving abilities.
• Proficiency in using various communication and collaboration tools for remote work.
• Ability to work independently, manage time effectively, and meet performance goals in a remote setting.
• A passion for customer satisfaction and a commitment to excellence in service delivery.

• Respond to customer inquiries and technical issues via remote channels promptly and professionally.
• Diagnose and resolve software and hardware problems, guiding users through step-by-step solutions.
• Escalate complex issues to senior support teams or relevant departments when necessary.
• Document all customer interactions and resolutions in the CRM system accurately.
• Contribute to the creation and maintenance of a comprehensive knowledge base and FAQs.
• Provide feedback to product development teams on recurring issues and potential improvements.
• Proactively engage with customers to ensure their needs are met and to enhance their overall experience.
• Stay updated on product features, updates, and industry best practices.
• Identify opportunities to upsell or cross-sell services based on customer needs and interactions.

• Proven experience in a customer service or technical support role.
• Strong understanding of common software and hardware troubleshooting techniques.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Proficiency with CRM software and remote support tools.
• Ability to multitask and manage time effectively in a fast-paced remote environment.
• A patient and customer-centric attitude.
• Experience in the (specific industry relevant to the fictional client) sector is a plus.
• High school diploma or equivalent; technical certifications are advantageous.

• Respond to customer inquiries and resolve issues promptly and professionally via phone, email, and chat.
• Provide information about products and services.
• Troubleshoot basic technical issues and guide customers through solutions.
• Process orders, returns, and exchanges as needed.
• Maintain accurate customer records and document all interactions.
• Identify and escalate complex issues to senior support staff or relevant departments.
• Follow communication guidelines and company policies.
• Gather customer feedback and report it to management for service improvement.
• Strive to achieve high levels of customer satisfaction and first-contact resolution.
• Assist with customer onboarding and training on product usage.
• Stay up-to-date with product knowledge and company updates.
• Contribute to a positive and collaborative team environment.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Previous experience in customer service or a call center environment is preferred.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patient, empathetic, and customer-centric approach.
• Proficiency in using computers and common software applications.
• Ability to multitask and manage time effectively in a remote setting.
• A reliable internet connection and a quiet workspace.
• Must be legally authorized to work in Kenya.

• Provide advanced technical support to customers via phone, email, and chat, resolving complex issues promptly and professionally.
• Diagnose and troubleshoot hardware, software, and network problems.
• Guide customers through step-by-step solutions for technical difficulties.
• Escalate unresolved issues to appropriate technical teams while maintaining ownership until resolution.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
• Develop and maintain a comprehensive knowledge base of product features, troubleshooting procedures, and common issues.
• Identify trends in customer issues and provide feedback to product development and engineering teams for continuous improvement.
• Train and mentor junior customer service representatives on technical aspects and best practices.
• Contribute to the development and improvement of customer support processes and documentation.
• Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
• Proactively identify opportunities to enhance the customer experience and product usability.

• A Bachelor's degree in Information Technology, Computer Science, or a related technical field.
• A minimum of 4 years of experience in a technical customer support role, with proven experience in diagnosing and resolving complex technical issues.
• Strong understanding of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Experience with CRM software and helpdesk ticketing systems.
• Excellent analytical, problem-solving, and critical thinking skills.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Patience, empathy, and a customer-centric approach.
• Ability to work independently and manage time effectively in a remote environment.
• Experience with remote support tools is a plus.
• Adept at managing challenging customer interactions with professionalism.

• Respond to customer inquiries and provide technical support via phone, email, and chat channels.
• Troubleshoot and resolve a wide range of technical issues related to the company's products or services.
• Guide customers through product setup, usage, and troubleshooting steps.
• Clearly and concisely document customer interactions, issues, and resolutions in the CRM system.
• Escalate complex technical issues to higher-level support teams when necessary.
• Maintain a high level of customer satisfaction by providing timely, accurate, and friendly support.
• Identify patterns in customer issues and provide feedback to product development and quality assurance teams.
• Stay up-to-date with product knowledge and updates to provide accurate information.
• Adhere to company service level agreements (SLAs) and quality standards.
• Contribute to the development and maintenance of help desk knowledge base articles.
• Proactively identify opportunities to improve the customer experience.
• Collaborate with team members to share best practices and solve common issues.
• Handle customer complaints and resolve them professionally and efficiently.
• Ensure a positive and professional demeanor in all customer interactions.
• Assist customers in navigating the company's platform and resources.

• High school diploma or equivalent; a technical certification or associate's degree is a plus.
• Previous experience in customer service or technical support is highly desirable.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using customer relationship management (CRM) software and help desk tools.
• Ability to multitask and manage time effectively in a fast-paced remote environment.
• Comfortable working independently with minimal supervision.
• Reliable high-speed internet connection and a quiet, dedicated workspace.
• A positive and resilient attitude.
• Willingness to learn about new products and technologies.
• Experience with common operating systems (Windows, macOS) and software applications.

• Provide first-level technical support to customers via phone, email, and chat channels.
• Troubleshoot and diagnose software issues, hardware problems, and connectivity issues.
• Guide customers through step-by-step solutions for common technical challenges.
• Escalate complex issues to higher-level support teams with accurate documentation.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Contribute to the development and maintenance of the knowledge base with clear, concise troubleshooting articles.
• Identify trends in customer support requests and report them to relevant departments for product improvement.
• Ensure customer satisfaction by providing friendly, efficient, and effective support.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Stay informed about product updates and new features to provide accurate support.

• Previous experience in a customer service or technical support role is essential.
• Familiarity with common operating systems (Windows, macOS) and software applications.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely.
• Strong problem-solving abilities and a logical approach to troubleshooting.
• Patience, empathy, and a genuine desire to help customers.
• Proficiency in using helpdesk software and CRM systems.
• Ability to manage time effectively and multitask in a fast-paced, remote environment.
• A reliable internet connection and a dedicated, quiet workspace.
• Must be able to collaborate with team members remotely, conceptually linked to Mlolongo, Machakos, KE .
• Basic understanding of networking concepts is a plus.

• Lead, train, and mentor a remote team of customer service representatives providing technical support.
• Monitor team performance, identify areas for improvement, and implement coaching strategies.
• Handle escalated customer issues and provide expert-level technical troubleshooting.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Analyze customer feedback and support trends to identify opportunities for service enhancement.
• Collaborate with other departments to resolve complex customer issues and product feedback.
• Manage team schedules and ensure adequate coverage to meet customer demand.
• Contribute to the development and implementation of customer service policies and procedures.
• Foster a positive and productive team environment that promotes collaboration and continuous learning.