3,173 IT Support Specialist Roles jobs in Kenya

Help Desk

KES1200000 - KES2400000 Y BINAA

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Job Description

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.
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Customer Support Specialist - Technical

50200 Bungoma, Western KES80000 Annually WhatJobs

Posted 4 days ago

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full-time
Our client, a dynamic technology company specializing in SaaS solutions, is seeking a dedicated and technically proficient Customer Support Specialist to join their fully remote global support team. In this role, you will be the first point of contact for customers, providing exceptional support and resolving inquiries related to our client's innovative software products. You will diagnose and troubleshoot technical issues, guide users through product features, and ensure a positive customer experience. The ideal candidate possesses excellent communication and problem-solving skills, a strong technical aptitude, and a passion for helping customers succeed. This position requires meticulous attention to detail, the ability to manage multiple support requests efficiently, and a commitment to delivering high-quality service, all within a remote work environment.

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.
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Customer Support Specialist - Technical

50200 Tuwan KES55000 Monthly WhatJobs

Posted 7 days ago

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Job Description

full-time
Our client is looking for a dedicated and customer-focused Technical Support Specialist to join their team. This role requires a blend of on-site presence and remote flexibility, offering a hybrid work arrangement. You will be the first point of contact for customers experiencing technical issues with our client's products and services. Your mission is to provide timely, accurate, and empathetic support, ensuring customer satisfaction and fostering loyalty. You will troubleshoot problems, guide users through solutions, and escalate complex issues to appropriate teams when necessary. The ideal candidate possesses excellent problem-solving skills, a patient demeanor, and a passion for helping others succeed.

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.
Qualifications:
  • 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.
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Customer Support Specialist

70200 Garissa, North Eastern KES60000 Annually WhatJobs

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Job Description

full-time
Our client is seeking a proactive and empathetic Customer Support Specialist to join their growing team. In this hybrid role, you will be the primary point of contact for customer inquiries, providing exceptional service and timely resolutions. You will be responsible for addressing customer issues via phone, email, and live chat, troubleshooting problems, and escalating complex cases when necessary. The ideal candidate possesses excellent communication skills, a patient demeanor, and a genuine desire to help others. You will work collaboratively with the support team to ensure customer satisfaction and contribute to the continuous improvement of support processes. Key responsibilities include: responding promptly to customer inquiries, providing accurate information and solutions, documenting customer interactions and resolutions in the CRM system, identifying recurring issues and suggesting improvements, collaborating with other departments to resolve customer complaints, maintaining a high level of product knowledge, and contributing to the development of support documentation and FAQs. You will also assist in training new team members. A strong understanding of customer service principles and best practices is essential. Proficiency in using customer support software and ticketing systems is required. Excellent interpersonal skills and the ability to de-escalate difficult situations are paramount. While this role offers a hybrid work arrangement, some on-site presence at our Garissa, Garissa, KE office will be required. We are looking for individuals who are reliable, detail-oriented, and committed to delivering outstanding customer experiences.
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Customer Support Specialist

00200 Garissa, North Eastern KES600000 Annually WhatJobs

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Job Description

full-time
Our client is looking for a proactive and empathetic Customer Support Specialist to join their team in Garissa, Garissa, KE . This role is crucial for maintaining high levels of customer satisfaction by providing timely and effective support across various channels. You will be the first point of contact for customers, addressing inquiries, resolving issues, and guiding them through product features or services. Responsibilities include answering phone calls, responding to emails, and managing live chat inquiries with professionalism and efficiency. You will maintain accurate records of customer interactions, document issues, and escalate complex problems to the appropriate departments when necessary. A key part of this role involves identifying customer needs and providing solutions that enhance their experience with our client's offerings. The ideal candidate possesses excellent communication and interpersonal skills, a patient demeanor, and a strong problem-solving aptitude. Proficiency in using customer relationship management (CRM) software and ticketing systems is required. You should be adept at de-escalating tense situations and ensuring a positive resolution for all parties involved. We are seeking individuals who are self-motivated, can multitask effectively, and thrive in a fast-paced environment. Training will be provided on our client's specific products and services, but a general understanding of customer service best practices is essential. This hybrid position requires a commitment to working both remotely and from our Garissa, Garissa, KE office, with specific schedules to be discussed during the interview process. A flexible approach and a willingness to adapt to evolving customer needs are highly valued. If you are passionate about helping others and have a knack for clear, concise communication, we encourage you to apply. You will play a vital role in building and maintaining strong customer relationships, contributing directly to the success and reputation of our client. A minimum of 2 years of experience in a customer-facing role is preferred, along with a high school diploma or equivalent.
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Customer Support Specialist

20100 Mwembe KES45000 Annually WhatJobs

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Job Description

full-time
Our client, a fast-growing e-commerce platform, is seeking a highly motivated and customer-centric Customer Support Specialist to join their dedicated team in Nakuru, Nakuru, KE . This role is based in our client's physical office, providing an opportunity for direct team collaboration and engagement. You will be the primary point of contact for customers, responsible for resolving inquiries, addressing complaints, and providing assistance across various communication channels, including phone, email, and live chat. Your goal will be to ensure a consistently positive customer experience, building loyalty and satisfaction. Key responsibilities include accurately documenting customer interactions, escalating complex issues to appropriate departments, processing returns and exchanges, and providing product information and technical support. The ideal candidate will possess exceptional communication and active listening skills, a patient and empathetic demeanor, and a strong ability to troubleshoot and problem-solve effectively. Previous experience in a customer service or helpdesk role is highly preferred. A good understanding of common customer service software and ticketing systems will be advantageous. You should be adept at handling challenging situations with professionalism and efficiency. A high school diploma or equivalent is required, with further education or relevant certifications being a plus. If you are passionate about helping others and thrive in a dynamic, customer-focused environment, we encourage you to apply.
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Customer Support Specialist

01000 Makongeni KES45000 Monthly WhatJobs

Posted 4 days ago

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Job Description

full-time
Our client is looking for a dedicated and empathetic Customer Support Specialist to join their vibrant team. This role operates on a hybrid model, requiring a balance of remote work and in-office presence in Thika, Kiambu, KE . You will be the first point of contact for customers, providing timely and effective solutions to their inquiries and issues. Your primary goal will be to ensure exceptional customer satisfaction through clear communication, problem-solving, and a positive attitude. This position is perfect for individuals who thrive in a dynamic support environment and are committed to delivering outstanding service.

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.
Qualifications:
  • 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.
Join our client's dedicated support team and make a real difference in customer experience. This hybrid role offers the best of both worlds: flexibility and collaborative engagement.
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Customer Support Specialist

90100 Chapchap, Rift Valley KES60000 Annually WhatJobs

Posted 4 days ago

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Job Description

full-time
Our client is seeking a dedicated and empathetic Customer Support Specialist to join their team. This role offers a hybrid work arrangement, combining the flexibility of remote work with the collaborative benefits of in-office days. You will be the primary point of contact for customers, providing exceptional support via phone, email, and chat. Your responsibilities will include resolving customer inquiries, troubleshooting issues, and guiding users through product features and functionalities. A deep understanding of our client's offerings is essential, enabling you to provide accurate and efficient solutions. You will meticulously document customer interactions, feedback, and issues in our CRM system, ensuring data integrity and facilitating continuous improvement. Proactive communication and a commitment to customer satisfaction are paramount. You will work closely with other departments, such as technical support and sales, to escalate complex issues and ensure a seamless customer experience. The ideal candidate will possess excellent communication skills, a patient demeanor, and a genuine desire to help others. Strong problem-solving abilities and the capacity to learn new systems quickly are crucial. This role demands adaptability, as you will be expected to handle a variety of customer needs and inquiries. You will contribute to building strong customer relationships and enhancing the overall reputation of our client.

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.
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Customer Support Specialist

20100 Nyeri Town KES60000 Annually WhatJobs

Posted 5 days ago

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Job Description

full-time
Our client, a reputable organization known for its commitment to customer satisfaction, is seeking a dedicated and empathetic Customer Support Specialist to join their fully remote team. In this role, you will be the primary point of contact for customers, providing exceptional assistance and resolving inquiries with professionalism and efficiency. You will handle a wide range of customer issues via phone, email, and live chat, ensuring a positive and seamless support experience. The ideal candidate possesses excellent communication skills, a patient demeanor, and a passion for helping others. As a remote-first employee, you will utilize our client's advanced communication and ticketing systems to manage customer interactions effectively from your home office. Your responsibilities will include troubleshooting technical issues, answering product-related questions, processing requests, and escalating complex problems to appropriate departments when necessary. Maintaining detailed records of customer interactions and feedback is crucial for continuous improvement. You will also be expected to stay thoroughly informed about our client's products and services to provide accurate and comprehensive support. This position offers a fantastic opportunity to contribute to customer loyalty and success within a supportive, remote work environment. If you are a proactive problem-solver with a strong desire to deliver outstanding customer service and thrive in a flexible, home-based role, we encourage you to apply.

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.
Qualifications:
  • 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.
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Customer Support Specialist

30200 Tuwan KES50000 Annually WhatJobs

Posted 6 days ago

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Job Description

full-time
Our client is seeking a dedicated and empathetic Customer Support Specialist to join their vibrant team in Eldoret, Uasin Gishu, KE . In this crucial role, you will be the first line of support for our client's valued customers, providing timely and effective solutions to their inquiries and issues. You will be responsible for handling a variety of customer interactions across multiple channels, including phone, email, and potentially live chat. The ideal candidate possesses excellent communication skills, a patient demeanor, and a genuine desire to help others. You should be adept at problem-solving, able to quickly understand customer needs, and provide clear, concise information and resolutions. This role requires strong organizational skills to manage multiple customer interactions efficiently and accurately document all support activities in the company's CRM system. We are looking for a team player who can collaborate effectively with colleagues to share knowledge and improve customer service processes. A passion for delivering exceptional customer experiences is paramount. This is an excellent opportunity for an individual looking to build a career in customer service within a supportive and growing organization. You will play a vital part in maintaining customer satisfaction and loyalty, directly contributing to our client's reputation for excellent service.

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.
Qualifications:
  • 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.
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