3,173 IT Support Specialist Roles jobs in Kenya
Help Desk
Posted today
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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.
Customer Support Specialist - Technical
Posted 4 days ago
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Key responsibilities include:
- Responding promptly and professionally to customer inquiries via email, chat, and phone regarding software usage and technical issues.
- Troubleshooting and diagnosing software problems, identifying root causes, and providing clear, actionable solutions.
- Guiding customers through product features, functionalities, and best practices.
- Documenting customer interactions, issues, and resolutions accurately in the CRM system.
- Escalating complex technical issues to senior support staff or development teams when necessary.
- Contributing to the knowledge base by creating and updating help articles and FAQs.
- Providing feedback to the product team on common customer issues and feature requests.
- Assisting with onboarding new customers and ensuring they have a smooth implementation experience.
- Maintaining a high level of customer satisfaction through effective problem-solving and proactive communication.
- Collaborating with team members to share knowledge and improve support processes.
- Staying up-to-date with product updates and new features.
- Identifying opportunities to improve the customer support experience.
- Adhering to support service level agreements (SLAs) and team performance metrics.
The ideal candidate will have a High School Diploma or equivalent; a degree in a related field or relevant technical certifications are a plus. A minimum of 2 years of experience in customer support, technical support, or a helpdesk role is required. Proven ability to troubleshoot software issues and strong familiarity with SaaS products and web-based applications are essential. Excellent written and verbal communication skills, with the ability to explain technical concepts clearly, are a must. Proficiency in using ticketing systems and CRM software is highly desirable. This is an excellent opportunity to build a career in customer support within the tech industry, offering the flexibility and convenience of a remote role.
Customer Support Specialist - Technical
Posted 7 days ago
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Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve technical hardware and software issues for customers.
- Guide users through step-by-step solutions, providing clear and concise instructions.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Identify and escalate unresolved issues to the appropriate technical teams or management.
- Contribute to the knowledge base by documenting common issues and their solutions.
- Proactively identify opportunities to improve customer experience and product usability.
- Provide feedback to the product development team on recurring issues or customer suggestions.
- Maintain a high level of customer satisfaction through effective problem-solving and communication.
- Participate in team meetings and training sessions to stay updated on product knowledge and support procedures.
- High school diploma or equivalent; a degree in Computer Science or IT is a plus.
- Proven experience in a customer service or technical support role.
- Strong understanding of computer hardware, software, and network troubleshooting.
- Excellent verbal and written communication skills.
- Patience, empathy, and a customer-centric attitude.
- Ability to multitask and manage time effectively.
- Experience with CRM software and helpdesk ticketing systems.
- Ability to work both independently and as part of a team.
- Must be able to work a hybrid schedule, splitting time between remote work and our office in Bungoma, Bungoma, KE .
- Demonstrated ability to learn new technologies quickly.
Customer Support Specialist
Posted today
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Customer Support Specialist
Posted today
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Job Description
Customer Support Specialist
Posted today
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Customer Support Specialist
Posted 4 days ago
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Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
- Troubleshoot and resolve customer issues related to products and services.
- Provide clear and concise information about products, services, and policies.
- Escalate complex issues to appropriate departments or senior support staff when necessary.
- Maintain accurate records of customer interactions, transactions, comments, and complaints in the CRM system.
- Identify customer needs and help customers use specific features or services.
- Gather customer feedback and share insights with the team to improve service delivery.
- Follow communication procedures, guidelines, and policies.
- Assist in training new customer support representatives as needed.
- Contribute to team efforts by accomplishing related results as needed.
- Ensure a high level of customer satisfaction and retention.
- High school diploma or equivalent; further education or certification is a plus.
- Proven customer support experience or experience as a client service representative.
- Excellent communication and active listening skills.
- Strong problem-solving and multitasking abilities.
- Proficiency with CRM software and helpdesk systems.
- Ability to remain calm and professional under pressure.
- Familiarity with customer service best practices.
- Good time management skills.
- Ability to work effectively both independently and as part of a team.
- Basic computer proficiency and ability to learn new software quickly.
- Willingness to adhere to the hybrid work schedule, spending required time in the office in Thika.
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Customer Support Specialist
Posted 4 days ago
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Job Description
Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot and resolve customer issues, providing clear and effective solutions.
- Guide customers through product features, services, and troubleshooting steps.
- Document all customer interactions, issues, and resolutions in the CRM system.
- Escalate complex issues to appropriate departments for further assistance.
- Identify trends in customer inquiries and provide feedback to improve products and services.
- Maintain a high level of customer satisfaction through excellent service.
- Adhere to established service level agreements (SLAs).
- Participate in team meetings and training sessions to enhance product knowledge and support skills.
- Contribute to creating a positive and supportive team environment.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- 1-3 years of experience in a customer service or support role.
- Excellent verbal and written communication skills.
- Strong interpersonal skills with a patient and empathetic attitude.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively.
- Strong problem-solving and analytical skills.
- Adaptable and able to learn new products and technologies quickly.
- Experience with hybrid work environments is a plus.
Customer Support Specialist
Posted 5 days ago
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Job Description
Responsibilities:
- Respond to customer inquiries and resolve issues via phone, email, and live chat.
- Provide accurate information about products and services.
- Troubleshoot technical problems and guide customers through solutions.
- Process customer orders, returns, and exchanges efficiently.
- Document customer interactions and feedback in the CRM system.
- Escalate complex issues to senior support staff or relevant departments.
- Contribute to building strong customer relationships.
- Identify trends in customer inquiries and provide feedback for service improvement.
- Maintain a high level of customer satisfaction.
- Proven experience in a customer service or helpdesk role.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency with CRM software and customer support tools.
- Ability to remain patient and professional under pressure.
- Strong organizational skills and attention to detail.
- Ability to work independently and manage time effectively in a remote setting.
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
Customer Support Specialist
Posted 6 days ago
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Job Description
Responsibilities:
- Respond to customer inquiries and resolve issues via phone, email, and chat.
- Provide accurate information about products and services.
- Troubleshoot technical problems and guide customers through solutions.
- Document all customer interactions and resolutions in the CRM system.
- Escalate complex issues to the appropriate departments when necessary.
- Maintain a high level of customer satisfaction through effective problem-solving.
- Identify trends in customer issues and provide feedback for product/service improvement.
- Follow communication guidelines and company policies.
- Contribute to team goals and foster a positive team environment.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven experience in customer service or a related field.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Patience and empathy when dealing with customers.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively.
- Team-oriented with a collaborative spirit.
- Familiarity with the company's products/services is a plus.