783 Helpdesk Support jobs in Kenya
Lead Customer Support Specialist - Technical Helpdesk
80104 Nairobi, Nairobi
KES65000 Annually
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Our client is actively seeking an experienced and proactive Lead Customer Support Specialist to spearhead our remote technical helpdesk operations. This pivotal role demands a blend of exceptional communication skills, in-depth technical knowledge, and a passion for delivering outstanding customer experiences. As the Lead Support Specialist, you will be the primary point of contact for customers requiring technical assistance, guiding them through troubleshooting processes, resolving complex issues, and ensuring their satisfaction with our products and services. You will be responsible for managing inbound support requests via multiple channels, including email, chat, and phone, prioritizing and escalating issues as needed. A key aspect of this role involves developing and maintaining comprehensive knowledge base articles, FAQs, and troubleshooting guides to empower customers and support team members. You will also play a crucial role in identifying recurring issues, analyzing trends, and providing feedback to product development and engineering teams to drive product improvements. The Lead Specialist will mentor and train junior support staff, fostering a collaborative and high-performing team environment. Performance monitoring, reporting on key support metrics, and implementing best practices for customer service will also be integral to your responsibilities. This is a fully remote position, offering the flexibility to work from anywhere within your home country. We are looking for candidates who are highly organized, adept at multitasking, and can remain calm and effective under pressure. A minimum of 5 years of experience in customer support or technical helpdesk roles, with at least 2 years in a lead or supervisory capacity, is required. A strong understanding of common software applications, operating systems, and network principles is essential. Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users, are paramount. Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is highly desirable. A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, is preferred. If you are a customer-centric problem-solver with a knack for technology and a desire to lead a remote support team, we encourage you to apply.
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Senior Support Engineer - Technical Helpdesk
20200 Kapsuser
KES320000 Annually
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Our client, a leading SaaS provider, is seeking a highly skilled Senior Support Engineer to join their fully remote technical helpdesk team. This role is essential for providing advanced technical assistance to a global customer base, ensuring prompt resolution of complex issues. You will be responsible for diagnosing and troubleshooting software and hardware problems, guiding users through solutions, and managing support tickets with efficiency and accuracy. The ideal candidate will possess extensive experience with IT support, network troubleshooting, and operating systems, coupled with strong analytical and problem-solving skills. Expertise in cloud-based services and ticketing systems is crucial. You will also be involved in creating and maintaining technical documentation, knowledge base articles, and training materials for both customers and internal support staff. The ability to communicate technical information clearly and concisely to both technical and non-technical audiences is paramount. This position requires a self-motivated individual who can work independently, manage their time effectively, and collaborate seamlessly with distributed teams in a remote environment. We are looking for a proactive problem-solver who is dedicated to delivering exceptional customer experiences and contributing to the continuous improvement of our support services. This is an excellent opportunity to advance your career in technical support within a company that fosters a remote-first culture, providing opportunities for professional growth and development.
Responsibilities:
Qualifications:
Responsibilities:
- Provide advanced technical support to customers via phone, email, and remote sessions.
- Diagnose and resolve complex hardware, software, and network issues.
- Manage and prioritize support tickets to ensure timely resolution.
- Document technical issues, solutions, and product feedback in the ticketing system.
- Create and update technical documentation, FAQs, and knowledge base articles.
- Assist in training and mentoring junior support team members.
- Identify trends in customer issues and recommend product improvements.
- Collaborate with engineering and product teams to resolve escalated issues.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Minimum of 4 years of experience in technical support or IT helpdesk roles.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and hardware.
- Experience with SaaS products and cloud platforms (AWS, Azure, GCP).
- Proficiency in ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Strong analytical and troubleshooting skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and manage workload effectively in a remote setting.
- Relevant IT certifications (e.g., CompTIA A+, Network+) are highly desirable.
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1
Customer Support Specialist - Technical
40101 Njiru Village
KES50000 month
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Our client, a fast-growing tech company, is looking for a motivated Customer Support Specialist to join their team. In this role, you will be the primary point of contact for customers seeking assistance with our products and services. Your responsibilities will include responding to customer inquiries via phone, email, and chat, troubleshooting technical issues, guiding users through product features, and escalating complex problems to the appropriate internal teams. You will also be responsible for documenting customer interactions, maintaining accurate records in our CRM system, and contributing to the knowledge base by creating helpful FAQs and support articles. The ideal candidate possesses excellent communication and interpersonal skills, a patient and empathetic demeanor, and a passion for providing outstanding customer service. A strong technical aptitude and the ability to quickly learn new software and systems are essential. This role involves a hybrid work arrangement, combining remote work flexibility with occasional in-office collaboration at our **Ongata Rongai, Kajiado, KE** branch. You will have the opportunity to work on diverse customer issues, develop your problem-solving skills, and contribute to improving the overall customer experience. We are seeking individuals who are proactive, detail-oriented, and committed to customer satisfaction. Your contribution will be vital in ensuring our customers have a seamless and positive experience with our offerings. We value a team-oriented approach and encourage continuous learning and professional development within the customer support domain.
Key Responsibilities:
Key Responsibilities:
- Provide timely and effective customer support via phone, email, and chat.
- Troubleshoot and resolve technical issues reported by customers.
- Guide customers through product functionalities and setup processes.
- Escalate unresolved issues to senior support staff or relevant departments.
- Document all customer interactions and resolutions accurately in the CRM system.
- Contribute to the creation and maintenance of a comprehensive knowledge base.
- Identify opportunities to improve customer support processes and customer satisfaction.
- Gather customer feedback and report it to product development teams.
- Meet or exceed key performance indicators (KPIs) for response time and resolution rates.
- Maintain a professional and positive attitude when interacting with customers.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 2 years of experience in customer support, preferably in a technical or IT-related field.
- Strong understanding of common computer hardware, software, and networking concepts.
- Excellent verbal and written communication skills.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Strong problem-solving and troubleshooting abilities.
- Ability to multitask and manage time effectively.
- Patient, empathetic, and customer-focused attitude.
- Adaptability to learn new products and technologies quickly.
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2
Customer Support Lead - Technical
60100 Meru , Eastern
KES85000 Annually
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Our client is looking for a proactive and experienced Customer Support Lead to manage their technical support operations. This is a fully remote position, offering the flexibility to lead a team of support professionals from your own workspace. You will be responsible for overseeing the daily activities of the customer support team, ensuring timely and effective resolution of customer inquiries and technical issues. Key responsibilities include managing support queues, training and mentoring support agents, developing support documentation and knowledge bases, and implementing strategies to improve customer satisfaction and reduce response times. You will also be tasked with monitoring support performance metrics, identifying trends in customer issues, and providing feedback to product and engineering teams to drive product improvements.
The ideal candidate will have a strong background in customer service, particularly in technical support roles, with proven leadership experience. You should possess excellent communication, problem-solving, and interpersonal skills, with the ability to motivate and guide a remote team. A deep understanding of troubleshooting methodologies, customer relationship management (CRM) systems, and helpdesk software is essential. You must be adept at remote work, capable of managing team performance and ensuring high-quality service delivery through virtual channels. We are looking for a customer-centric individual who is passionate about providing exceptional support and contributing to a positive customer experience. This role requires a detail-oriented approach and a commitment to continuous improvement.
Key Responsibilities:
The ideal candidate will have a strong background in customer service, particularly in technical support roles, with proven leadership experience. You should possess excellent communication, problem-solving, and interpersonal skills, with the ability to motivate and guide a remote team. A deep understanding of troubleshooting methodologies, customer relationship management (CRM) systems, and helpdesk software is essential. You must be adept at remote work, capable of managing team performance and ensuring high-quality service delivery through virtual channels. We are looking for a customer-centric individual who is passionate about providing exceptional support and contributing to a positive customer experience. This role requires a detail-oriented approach and a commitment to continuous improvement.
Key Responsibilities:
- Lead and manage a remote customer support team.
- Oversee the resolution of customer technical issues and inquiries.
- Develop and maintain customer support documentation and FAQs.
- Train and mentor customer support agents.
- Monitor support performance metrics and KPIs.
- Implement strategies to enhance customer satisfaction.
- Collaborate with other departments to resolve complex issues.
- Identify and escalate recurring technical problems.
- Ensure adherence to service level agreements (SLAs).
- Contribute to the continuous improvement of support processes.
- Bachelor's degree in Business Administration, IT, or a related field.
- Minimum of 4 years of experience in customer support, with at least 1 year in a leadership role.
- Proven experience in technical support and troubleshooting.
- Strong knowledge of CRM and helpdesk software.
- Excellent communication, leadership, and problem-solving skills.
- Ability to effectively manage and motivate a remote team.
- Customer-centric mindset with a passion for service excellence.
- Proficiency in using remote collaboration tools.
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3
Customer Support Specialist - Technical
00901 Abothuguchi West
KES45000 month
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Our client is seeking a dedicated and customer-focused Technical Customer Support Specialist to join their growing team in **Ruiru, Kiambu, KE**. This role is integral to ensuring our customers receive prompt, accurate, and friendly assistance with our products and services. The specialist will be responsible for handling customer inquiries via phone, email, and chat, diagnosing technical issues, and providing effective solutions. Key responsibilities include troubleshooting software and hardware problems, guiding users through product features and functionalities, escalating complex issues to higher technical support tiers when necessary, and documenting all customer interactions and resolutions in our CRM system. A passion for technology and a commitment to exceptional customer service are essential. The ideal candidate will have excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly and concisely. Previous experience in a customer service or technical support role, preferably within the IT or telecommunications industry, is highly desirable. A good understanding of common software applications, operating systems, and basic networking principles is required. Familiarity with ticketing systems and remote support tools is a plus. Strong problem-solving abilities, patience, and a friendly demeanor are critical for success in this role. The ability to work effectively as part of a team and meet performance metrics for response times and customer satisfaction is also important. This position requires a strong work ethic and a commitment to continuous learning to stay updated on product developments. Join us and be the first point of contact for our valued customers, ensuring their positive experience.
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4
Customer Support Specialist
20117 Naivasha, Rift Valley
KES45000 Annually
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Job Description
Our client is looking for a friendly and efficient Customer Support Specialist to join our team, offering a hybrid work arrangement. In this role, you will be the primary point of contact for our customers, providing timely and effective solutions to their inquiries and issues via phone, email, and chat. You will be responsible for troubleshooting common technical problems, guiding customers through product features, and ensuring a positive customer experience. The ideal candidate will possess excellent communication and interpersonal skills, a patient demeanor, and a strong ability to multitask. You will maintain detailed records of customer interactions and resolutions within our CRM system. This position requires a proactive approach to problem-solving and the ability to work both independently and collaboratively with team members. Responsibilities include responding to customer requests promptly, resolving complaints effectively, and escalating complex issues to the appropriate departments when necessary. A commitment to providing exceptional service and contributing to customer satisfaction is paramount. This role offers a great opportunity to develop your customer service skills in a dynamic environment, with a balance of remote flexibility and in-office collaboration. You will be trained on our product suite and support tools to ensure you have the knowledge to succeed. Your ability to build rapport with customers and resolve their needs efficiently will be key to your success in this role. We are looking for individuals who are passionate about helping others and can adapt to different customer needs.
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5
Customer Support Lead
01001 Makongeni
KES300000 Annually
WhatJobs
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Job Description
WhatJobs is seeking a proactive and experienced Customer Support Lead to manage our customer service operations. This is a fully remote position, offering the flexibility to lead a distributed team and assist customers from anywhere. You will be responsible for guiding a team of customer support representatives, ensuring exceptional service delivery, and resolving complex customer issues. Your role involves developing support strategies, training team members, and implementing best practices to enhance customer satisfaction and loyalty.
Key Responsibilities:
Qualifications:
This is an excellent opportunity for a dedicated leader passionate about customer success and comfortable managing a remote team. Join our company and help us deliver outstanding support to our global customer base.
Key Responsibilities:
- Lead, train, and mentor a team of customer support representatives, fostering a positive and high-performing environment.
- Develop and implement customer service policies, procedures, and standards.
- Monitor customer interactions across various channels (email, chat, phone) to ensure quality and efficiency.
- Handle escalated customer inquiries and complex problem-solving.
- Analyze customer feedback and support metrics to identify trends and areas for improvement.
- Collaborate with other departments to address customer issues and improve overall product/service experience.
- Manage customer support tools and software, ensuring optimal utilization.
- Contribute to the development of knowledge base articles and self-service resources.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent experience.
- Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing customer support teams, preferably in a remote setting.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Proficiency in customer relationship management (CRM) software and helpdesk platforms.
- Ability to motivate and guide a remote team effectively.
- Experience in conflict resolution and de-escalation techniques.
This is an excellent opportunity for a dedicated leader passionate about customer success and comfortable managing a remote team. Join our company and help us deliver outstanding support to our global customer base.
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6
Customer Support Specialist
20100 Naivasha, Rift Valley
KES45000 month
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Job Description
Our client is seeking a dedicated and customer-focused Customer Support Specialist to join their team in Naivasha, Nakuru, KE . This role is crucial in providing exceptional assistance and resolving customer inquiries efficiently. You will be the first point of contact for customers, handling a variety of issues via phone, email, and potentially in-person interactions. Key responsibilities include understanding customer needs, providing accurate information about products and services, troubleshooting technical issues, and escalating complex problems to the appropriate departments. You will be responsible for documenting all customer interactions and resolutions in the company's CRM system. Maintaining a high level of customer satisfaction is paramount. This role requires excellent communication and interpersonal skills, patience, and a genuine desire to help others. The ideal candidate will possess strong problem-solving abilities and the capacity to work effectively under pressure. Previous experience in customer service or a related field is highly desirable. You should be proficient with common computer applications and able to learn new software systems quickly. We are looking for an empathetic individual who can build rapport with customers and represent the company professionally at all times. This is a great opportunity to build a career in customer service within a supportive team environment. The ability to work effectively as part of a team and contribute to a positive customer experience is essential.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and other channels.
- Provide accurate product and service information.
- Troubleshoot and resolve customer issues and complaints.
- Document customer interactions and resolutions in the CRM system.
- Escalate complex issues to relevant departments.
- Maintain a high standard of customer satisfaction.
- Collaborate with team members to improve customer support processes.
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7
Customer Support Lead
60100 Meru , Eastern
KES450000 Annually
WhatJobs
Posted today
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Job Description
We are seeking a dedicated and experienced Customer Support Lead to join our client-focused team in a fully remote capacity. In this role, you will be responsible for overseeing customer service operations, ensuring exceptional support is provided to our clients, and leading a team of customer service representatives. Your duties will include managing incoming support requests, troubleshooting technical issues, resolving customer complaints, and implementing strategies to improve customer satisfaction and loyalty. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a deep understanding of customer service principles and best practices. Experience with customer relationship management (CRM) software and helpdesk systems is essential. You should be adept at motivating and coaching support staff, analyzing support metrics, and identifying opportunities for process improvement. This fully remote position requires exceptional organizational skills, problem-solving abilities, and the capacity to manage and resolve issues efficiently and empathetically. We are looking for a proactive individual who is passionate about delivering outstanding customer experiences and who can contribute to a positive and supportive remote work environment. Your leadership in customer support will be vital in fostering strong customer relationships and upholding our commitment to service excellence.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and manage a team of customer support representatives.
- Oversee daily customer service operations and ensure timely issue resolution.
- Provide training and coaching to support staff.
- Monitor customer interactions and provide feedback for improvement.
- Develop and implement customer service policies and procedures.
- Analyze customer support metrics and identify trends.
- Handle escalated customer complaints and complex issues.
- Collaborate with other departments to resolve customer problems.
- Ensure efficient use of helpdesk software and CRM systems.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- 3+ years of experience in customer service or technical support roles.
- Previous experience in a leadership or supervisory role.
- Proficiency with CRM software and helpdesk ticketing systems.
- Strong problem-solving and conflict-resolution skills.
- Excellent communication, interpersonal, and active listening skills.
- Ability to motivate and manage a remote team.
- Experience in customer service training and development is a plus.
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8
Customer Support Lead
80200 Nairobi, Nairobi
KES65000 Annually
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Job Description
Our client is seeking a dynamic and motivated Customer Support Lead to manage their customer service and helpdesk operations. This role requires a leader who can guide a team, ensure high levels of customer satisfaction, and contribute to the improvement of support processes. While the company operates a hybrid work model, this specific position requires a candidate comfortable with a blend of remote and in-office work.
Key Responsibilities:
Key Responsibilities:
- Lead and mentor a team of customer service representatives, providing coaching, training, and performance feedback.
- Oversee daily operations of the customer support department, ensuring timely and effective resolution of customer inquiries and issues via phone, email, and chat.
- Develop and implement customer service policies and procedures to enhance the customer experience.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Escalate complex issues to appropriate departments and follow up to ensure resolution.
- Manage the scheduling and allocation of team resources to meet service level agreements (SLAs).
- Contribute to the knowledge base and training materials for the support team.
- Act as a point of escalation for complex customer issues.
- Collaborate with other departments to address customer needs and improve product/service offerings.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3-5 years of experience in customer service or a helpdesk environment, with at least 1-2 years in a supervisory or lead role.
- Proven ability to lead and motivate a team.
- Strong understanding of customer service principles and best practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience with CRM software and customer support ticketing systems.
- Ability to manage multiple tasks and priorities effectively.
- Familiarity with remote and hybrid work environments is beneficial.
- Must be legally authorized to work in Kenya and willing to work a hybrid schedule.
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