2,269 Helpdesk Support jobs in Kenya
Senior Customer Support & Technical Helpdesk Specialist
01000 Makongeni
KES160000 Annually
WhatJobs
Posted 2 days ago
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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.
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0
Remote Customer Support Specialist, Technical Helpdesk
01000 Makongeni
KES90000 Annually
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Posted 2 days ago
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Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to join their fully remote technical helpdesk team. In this vital role, you will be the primary point of contact for customers seeking assistance with our cutting-edge software products. You will provide exceptional support via phone, email, and live chat, troubleshooting technical issues, guiding users through product features, and resolving inquiries efficiently and effectively. The ideal candidate is passionate about technology, possesses outstanding communication skills, and thrives in a remote work environment. You will be responsible for accurately documenting customer interactions, escalating complex issues to higher-level support or development teams, and contributing to our knowledge base with solutions and FAQs. This role requires a proactive approach to problem-solving and a commitment to ensuring a positive customer experience. You'll work with a global team, contributing to a supportive and collaborative remote culture. Strong organizational skills are essential to manage your workload and track customer issues effectively. Continuous learning about our product updates and industry best practices will be crucial for success. We value individuals who can demonstrate patience, clarity, and a genuine desire to help others succeed with our technology. This is an excellent opportunity to grow your career in customer support within a forward-thinking organization that embraces remote work. You will be empowered to make a real difference in our customers' success.
Qualifications:
Qualifications:
- Proven experience in a customer support or technical helpdesk role, preferably in a remote setting.
- Excellent troubleshooting and problem-solving skills, with a knack for explaining technical concepts clearly.
- Strong command of written and verbal English communication.
- Proficiency with helpdesk software and CRM systems.
- Ability to multitask and manage time effectively in a remote environment.
- A patient and empathetic demeanor, with a strong focus on customer satisfaction.
- Familiarity with software applications and basic IT concepts.
- High school diploma or equivalent; further technical certifications are a plus.
- Ability to work independently and collaboratively within a remote team structure.
- A dedicated home office setup with reliable high-speed internet connection.
This advertiser has chosen not to accept applicants from your region.
1
Senior Technical Support Engineer (Helpdesk)
50100 Kakamega, Western
KES70000 Annually
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Posted 2 days ago
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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.
2
Senior Customer Support Specialist - Remote Technical Helpdesk
80100 Nairobi, Nairobi
KES75000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a dedicated and experienced Senior Customer Support Specialist to join their fully remote support team. This role is ideal for an individual passionate about providing exceptional customer service and technical assistance. You will be the first point of contact for customers, resolving complex issues and ensuring a positive user experience. As a senior member of the team, you will also be responsible for mentoring junior staff and contributing to the continuous improvement of support processes.
Responsibilities:
Responsibilities:
- Provide high-level technical support and customer service via phone, email, and chat to a global customer base.
- Diagnose and resolve complex technical issues related to our client's products and services, ensuring timely and satisfactory resolutions.
- Escalate unresolved issues to appropriate internal teams, following up to ensure closure.
- Document all customer interactions, issues, and resolutions accurately within the CRM system.
- Develop and maintain a deep understanding of our client's product offerings and technical infrastructure.
- Assist in training and mentoring new and junior customer support representatives, sharing knowledge and best practices.
- Contribute to the creation and maintenance of knowledge base articles, FAQs, and support documentation.
- Identify trends in customer issues and provide feedback to product development and engineering teams for product improvement.
- Participate in team meetings, contributing to discussions on process improvements and customer satisfaction initiatives.
- Handle customer escalations with empathy, professionalism, and a focus on de-escalation and problem-solving.
- A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in a customer support or technical helpdesk role, with at least 1 year in a senior or lead capacity.
- Strong technical aptitude and the ability to troubleshoot software and hardware issues effectively.
- Excellent communication, active listening, and interpersonal skills.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to work independently, manage time effectively, and thrive in a fully remote, distributed team environment.
- Patience, empathy, and a customer-centric approach to problem-solving.
- Experience in training or mentoring junior team members is a significant advantage.
- Familiarity with (mention a relevant technology or software, e.g., SaaS products, cloud platforms) is a plus.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Support Specialist, Remote Technical Helpdesk
20200 Kapsuser
KES240000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a dedicated and highly skilled Senior Customer Support Specialist to join their remote technical helpdesk team. This is a fully remote position, offering the flexibility to provide exceptional support from anywhere. The ideal candidate will possess a strong technical aptitude, excellent communication skills, and a passion for resolving customer issues efficiently and effectively. You will be responsible for handling escalated customer inquiries, providing technical assistance, troubleshooting complex problems, and ensuring customer satisfaction. This role demands a proactive approach, a deep understanding of customer support best practices, and the ability to work independently while collaborating with a remote team. Key responsibilities include diagnosing and resolving technical hardware and software issues, guiding users through step-by-step solutions, escalating unresolved issues to appropriate departments, and maintaining accurate customer interaction records. You will also contribute to the development of support documentation and knowledge base articles. While our client has a strong presence inKericho, Kericho, KE , this position is entirely remote. The ability to manage your time effectively, prioritize tasks, and maintain a high level of professionalism in a remote work environment is crucial. We are looking for an experienced and empathetic support professional who can deliver outstanding customer experiences and contribute to the overall success of our client's support operations.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide technical assistance and troubleshooting for hardware, software, and network issues.
- Diagnose and resolve complex customer problems, escalating when necessary.
- Guide customers through step-by-step solutions and provide clear instructions.
- Maintain accurate records of customer interactions and issues in the CRM system.
- Contribute to the creation and maintenance of a comprehensive knowledge base.
- Identify and report recurring technical issues to management.
- Ensure high levels of customer satisfaction through effective problem-solving and communication.
- Stay up-to-date with product updates and technical advancements.
- Mentor junior support staff and share knowledge.
Qualifications:
- Minimum of 3 years of experience in customer support or technical helpdesk roles.
- Proven experience in troubleshooting hardware, software, and network issues.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to explain technical concepts clearly to non-technical users.
- Excellent time management and organizational skills.
- Ability to work independently and as part of a remote team.
- Customer-centric mindset and a commitment to delivering exceptional service.
- Relevant technical certifications are a plus.
This advertiser has chosen not to accept applicants from your region.
4
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.
5
Remote Technical Support Lead - IT Helpdesk
40100 Kisumu
KES2000000 Annually
WhatJobs
Posted 2 days ago
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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.
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6
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.
7
Customer Support Lead - Technical
20100 Mwembe
KES550000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is looking for a dedicated and experienced Customer Support Lead to manage and mentor a remote customer service team. This fully remote position offers the opportunity to shape exceptional customer experiences from anywhere. You will be responsible for overseeing daily support operations, ensuring timely and effective resolution of customer inquiries, and driving improvements in customer satisfaction and loyalty.
As the Customer Support Lead, your duties will include managing the support team's workload, providing training and coaching, and setting performance standards. You will handle escalated customer issues, identify trends in customer feedback, and collaborate with product and engineering teams to implement solutions. Developing and maintaining support documentation, FAQs, and knowledge base articles will also be a key part of your role. You will ensure adherence to service level agreements (SLAs) and contribute to the continuous improvement of support processes.
The ideal candidate will have a proven background in customer service management, preferably in a technical support environment. Strong leadership and team management skills are essential, along with excellent problem-solving and communication abilities. Experience with CRM systems, ticketing software, and various customer support platforms is required. You should be adept at analyzing support metrics and using data to drive decision-making. As this is a fully remote role, strong self-motivation, organizational skills, and the ability to foster a positive and productive team culture virtually are crucial. Our client offers a flexible work environment and the chance to make a significant impact on customer satisfaction by building and leading a high-performing remote support team.
As the Customer Support Lead, your duties will include managing the support team's workload, providing training and coaching, and setting performance standards. You will handle escalated customer issues, identify trends in customer feedback, and collaborate with product and engineering teams to implement solutions. Developing and maintaining support documentation, FAQs, and knowledge base articles will also be a key part of your role. You will ensure adherence to service level agreements (SLAs) and contribute to the continuous improvement of support processes.
The ideal candidate will have a proven background in customer service management, preferably in a technical support environment. Strong leadership and team management skills are essential, along with excellent problem-solving and communication abilities. Experience with CRM systems, ticketing software, and various customer support platforms is required. You should be adept at analyzing support metrics and using data to drive decision-making. As this is a fully remote role, strong self-motivation, organizational skills, and the ability to foster a positive and productive team culture virtually are crucial. Our client offers a flexible work environment and the chance to make a significant impact on customer satisfaction by building and leading a high-performing remote support team.
This advertiser has chosen not to accept applicants from your region.
8
Customer Support Lead - Technical
60200 Meru , Eastern
KES150000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a proactive and highly skilled Customer Support Lead to join their remote-first technical support team. In this vital role, you will be responsible for leading a team of customer support representatives, ensuring exceptional service delivery, and resolving complex technical issues for our diverse client base. You will serve as the primary point of contact for escalated customer issues, requiring deep technical knowledge and outstanding communication skills. The ideal candidate will have a passion for problem-solving, a strong understanding of customer service best practices, and the ability to mentor and guide a team effectively. This role is crucial for maintaining customer satisfaction and loyalty. You will be instrumental in developing and implementing support strategies that enhance the customer experience. The focus is on providing timely, accurate, and empathetic support across various communication channels.
Key Responsibilities:
Key Responsibilities:
- Lead, train, and mentor a team of technical customer support representatives, fostering a high-performance culture.
- Manage and prioritize incoming customer inquiries and support tickets, ensuring timely resolution.
- Serve as an escalation point for complex technical issues, providing in-depth troubleshooting and resolution.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Monitor customer satisfaction metrics and implement strategies to improve service quality.
- Collaborate with engineering and product teams to identify and resolve product bugs and issues.
- Analyze support trends and provide feedback to improve product usability and customer experience.
- Develop and enforce customer support policies and procedures.
- Onboard and train new support team members effectively.
- Manage team schedules and ensure adequate coverage to meet service level agreements (SLAs).
- Contribute to the development of customer support tools and technologies.
- Handle customer complaints and difficult situations with professionalism and empathy.
- Identify opportunities for proactive customer engagement and support.
- Ensure accurate and timely documentation of all customer interactions and resolutions.
- Champion the voice of the customer within the organization.
- Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
- Minimum of 3-5 years of experience in technical customer support, with at least 1-2 years in a lead or supervisory role.
- Proven ability to troubleshoot and resolve complex technical issues across various platforms and software.
- Strong understanding of customer service principles and best practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience with CRM software (e.g., Zendesk, Salesforce Service Cloud) and ticketing systems.
- Ability to effectively mentor and manage a remote team.
- Proficiency in analyzing support data and generating reports.
- A calm and patient demeanor, especially when dealing with frustrated customers.
- Experience in creating and managing knowledge base content.
- Demonstrated ability to work independently and manage time effectively in a remote setting.
- A passion for technology and providing outstanding customer service.
- Familiarity with agile development methodologies is a plus.
- Proven track record of improving customer satisfaction scores.
- The ability to adapt quickly to new technologies and processes.
This advertiser has chosen not to accept applicants from your region.
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