4,243 Lead Remote Technical Support Specialist jobs in Kenya
Lead Automotive Diagnostic Technician - Remote Technical Support
Posted 21 days ago
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Job Description
Our client, a global leader in automotive technology, is looking for a skilled and experienced Lead Automotive Diagnostic Technician to provide remote technical support. In this role, you will be the primary point of contact for complex vehicle diagnostic issues, offering expert guidance to dealership technicians and service centers worldwide. This position operates on a remote-first basis, allowing you to leverage your deep understanding of automotive systems from your home office. Your responsibilities will include analyzing diagnostic data, interpreting fault codes, and recommending precise repair procedures for a wide range of vehicle makes and models. You will collaborate closely with engineering and product development teams to identify recurring issues and provide feedback for future product improvements. This role requires exceptional problem-solving skills and the ability to explain intricate technical concepts clearly and concisely to individuals with varying levels of technical expertise. You will develop and maintain a knowledge base of common issues and solutions, contributing to training materials for service personnel. The ideal candidate will have extensive hands-on experience with modern diagnostic equipment, scan tools, and vehicle communication interfaces. Proficiency in interpreting electrical schematics and mechanical diagrams is essential. You should possess a strong understanding of powertrain, chassis, electrical, and infotainment systems. This is a unique opportunity to utilize your diagnostic expertise in a challenging and rewarding remote environment, contributing to the seamless operation of vehicles for customers globally. You will be instrumental in ensuring customer satisfaction by enabling efficient and accurate repairs through expert remote consultation.
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Remote Lead HVAC Systems Technician - Technical Support
Posted 21 days ago
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Job Description
Our client is seeking a highly skilled and experienced Lead HVAC Systems Technician to join their global support team in a fully remote capacity. In this critical role, you will be the primary technical point of contact for complex HVAC system issues reported from various client sites. You will be responsible for remotely diagnosing, troubleshooting, and providing expert guidance to on-site technicians, ensuring optimal performance and longevity of HVAC installations. Your duties will include analyzing system performance data, reviewing diagnostic reports, interpreting technical schematics, and developing detailed repair strategies. You will leverage your extensive knowledge of various HVAC equipment, refrigeration cycles, control systems, and building management systems (BMS) to provide accurate and timely solutions. This role requires exceptional problem-solving skills, the ability to work autonomously, and excellent communication abilities to articulate technical solutions to both technical and non-technical personnel. You will also contribute to the development of training materials and best practice guides for field technicians, aimed at enhancing their diagnostic capabilities. The successful candidate will be adept at using remote diagnostic tools, interpreting sensor data, and recommending preventative maintenance schedules based on performance trends. A key focus will be on ensuring compliance with all relevant safety standards and environmental regulations. This is an opportunity to shape the maintenance strategies for critical infrastructure from a distance, directly impacting operational efficiency and client satisfaction. While the role is fully remote, the context involves supporting installations primarily in the **Malindi, Kilifi, KE** region. A minimum of 5 years of hands-on experience in HVAC system installation, maintenance, and repair is mandatory, along with a strong understanding of electrical and mechanical principles related to HVAC. Relevant certifications (e.g., EPA Universal, NATE) are highly advantageous. You will be expected to manage multiple complex cases simultaneously and maintain detailed records of all support activities. This position requires a proactive and analytical mindset, with a passion for resolving challenging technical problems in the building services sector.
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Remote Customer Success Advocate - Technical Support
Posted 15 days ago
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Job Description
Our client is seeking a dedicated and empathetic Customer Success Advocate to provide exceptional remote technical support. This position is integral to ensuring our users have a seamless experience with our products and services. As a remote-first team member, you will be the primary point of contact for customers experiencing technical challenges, offering timely and effective solutions through various communication channels including chat, email, and phone. You will delve into complex issues, troubleshoot software and hardware problems, and guide users through resolutions, ensuring a high level of customer satisfaction. The role requires a proactive approach to identifying recurring issues and contributing to the knowledge base with comprehensive solutions.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries and technical issues via remote channels promptly and professionally.
- Diagnose and resolve software and hardware problems, guiding users through step-by-step solutions.
- Escalate complex issues to senior support teams or relevant departments when necessary.
- Document all customer interactions and resolutions in the CRM system accurately.
- Contribute to the creation and maintenance of a comprehensive knowledge base and FAQs.
- Provide feedback to product development teams on recurring issues and potential improvements.
- Proactively engage with customers to ensure their needs are met and to enhance their overall experience.
- Stay updated on product features, updates, and industry best practices.
- Identify opportunities to upsell or cross-sell services based on customer needs and interactions.
Qualifications:
- Proven experience in a customer service or technical support role.
- Strong understanding of common software and hardware troubleshooting techniques.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Proficiency with CRM software and remote support tools.
- Ability to multitask and manage time effectively in a fast-paced remote environment.
- A patient and customer-centric attitude.
- Experience in the (specific industry relevant to the fictional client) sector is a plus.
- High school diploma or equivalent; technical certifications are advantageous.
This advertiser has chosen not to accept applicants from your region.
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Remote Customer Support Lead & Technical Support Specialist
Posted 21 days ago
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Job Description
Our client is looking for a highly experienced and customer-centric Remote Customer Support Lead & Technical Support Specialist to manage and enhance their customer service operations. This vital role will involve leading a remote support team, resolving complex technical issues, and ensuring an exceptional customer experience across all touchpoints. You will be responsible for setting support standards, training team members, and acting as a point of escalation for challenging customer queries. The ideal candidate possesses a deep understanding of technical support principles, strong leadership qualities, and a passion for delivering outstanding customer service in a virtual environment.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a remote customer support team, fostering a high-performance culture.
- Develop and implement customer support policies, procedures, and best practices.
- Provide advanced technical support and troubleshooting for customer inquiries related to the company's products or services.
- Act as a primary point of escalation for complex customer issues, ensuring timely and satisfactory resolution.
- Monitor customer support metrics (e.g., response times, resolution rates, customer satisfaction) and identify areas for improvement.
- Train and onboard new customer support representatives, ensuring they are equipped with the necessary skills and knowledge.
- Develop and maintain a comprehensive knowledge base of support documentation and FAQs.
- Gather customer feedback and insights to inform product development and service improvements.
- Collaborate with other departments (e.g., product, engineering) to address customer issues and advocate for customer needs.
- Ensure consistent and high-quality customer service delivery across all communication channels (email, chat, phone).
- Manage support ticket queues and ensure efficient workflow and prioritization.
- Contribute to the development of customer self-service resources.
- Stay updated on product updates and industry best practices in customer support and technical assistance.
- Bachelor's degree in a relevant field or equivalent practical experience.
- Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership or lead role.
- Proven experience in resolving complex technical issues and providing advanced troubleshooting.
- Excellent leadership, coaching, and team management skills.
- Strong understanding of customer relationship management (CRM) software and helpdesk platforms.
- Exceptional communication, interpersonal, and active listening skills.
- Ability to remain calm and professional in high-pressure situations.
- Strong analytical and problem-solving abilities.
- Proficiency in using various communication and collaboration tools for remote work.
- Ability to work independently, manage time effectively, and meet performance goals in a remote setting.
- A passion for customer satisfaction and a commitment to excellence in service delivery.
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Customer Service Team Lead - Technical Support
Posted 12 days ago
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Job Description
Our client is looking for a dedicated and experienced Customer Service Team Lead to manage and inspire their technical support team in a fully remote environment. This role is crucial for ensuring the delivery of exceptional customer support, resolving technical issues efficiently, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong background in customer service, technical troubleshooting, and team leadership, coupled with excellent communication and problem-solving skills. You will be responsible for overseeing daily operations, coaching team members, and implementing best practices to enhance the customer experience.
Key Responsibilities:
Location: Machakos, Machakos, KE
Key Responsibilities:
- Lead, train, and mentor a remote team of customer service representatives providing technical support.
- Monitor team performance, identify areas for improvement, and implement coaching strategies.
- Handle escalated customer issues and provide expert-level technical troubleshooting.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Analyze customer feedback and support trends to identify opportunities for service enhancement.
- Collaborate with other departments to resolve complex customer issues and product feedback.
- Manage team schedules and ensure adequate coverage to meet customer demand.
- Contribute to the development and implementation of customer service policies and procedures.
- Foster a positive and productive team environment that promotes collaboration and continuous learning.
Location: Machakos, Machakos, KE
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Remote Customer Service Representative (Technical Support)
Posted 23 days ago
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Job Description
Our client is seeking a friendly, empathetic, and technically proficient Remote Customer Service Representative to join their dedicated support team. This is a fully remote position, allowing you to assist customers with their technical inquiries and issues from the comfort of your home. You will be the first point of contact for customers, providing excellent service and effective solutions to ensure a positive experience. The ideal candidate is patient, a strong communicator, and possesses a natural ability to troubleshoot technical problems.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and provide technical support via phone, email, and chat channels.
- Troubleshoot and resolve a wide range of technical issues related to the company's products or services.
- Guide customers through product setup, usage, and troubleshooting steps.
- Clearly and concisely document customer interactions, issues, and resolutions in the CRM system.
- Escalate complex technical issues to higher-level support teams when necessary.
- Maintain a high level of customer satisfaction by providing timely, accurate, and friendly support.
- Identify patterns in customer issues and provide feedback to product development and quality assurance teams.
- Stay up-to-date with product knowledge and updates to provide accurate information.
- Adhere to company service level agreements (SLAs) and quality standards.
- Contribute to the development and maintenance of help desk knowledge base articles.
- Proactively identify opportunities to improve the customer experience.
- Collaborate with team members to share best practices and solve common issues.
- Handle customer complaints and resolve them professionally and efficiently.
- Ensure a positive and professional demeanor in all customer interactions.
- Assist customers in navigating the company's platform and resources.
- High school diploma or equivalent; a technical certification or associate's degree is a plus.
- Previous experience in customer service or technical support is highly desirable.
- Strong problem-solving and troubleshooting skills.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Patience, empathy, and a customer-centric attitude.
- Proficiency in using customer relationship management (CRM) software and help desk tools.
- Ability to multitask and manage time effectively in a fast-paced remote environment.
- Comfortable working independently with minimal supervision.
- Reliable high-speed internet connection and a quiet, dedicated workspace.
- A positive and resilient attitude.
- Willingness to learn about new products and technologies.
- Experience with common operating systems (Windows, macOS) and software applications.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Service Team Lead - Technical Support
Posted 23 days ago
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Job Description
Our client, a rapidly growing tech company that provides innovative software solutions, is seeking a highly motivated and experienced Senior Customer Service Team Lead to manage their fully remote customer support team. This role is critical in ensuring exceptional customer experiences and driving customer satisfaction for our user base. You will lead, mentor, and develop a team of customer service representatives, fostering a positive and high-performance culture within a virtual environment. Your responsibilities will include overseeing daily support operations, managing ticket queues, ensuring timely resolution of customer inquiries, and analyzing support metrics to identify trends and areas for improvement. The ideal candidate will possess strong leadership capabilities, a deep understanding of customer service best practices, and excellent problem-solving skills. Experience with technical support, particularly for software products, is essential. You will be responsible for training new team members, conducting performance reviews, and implementing strategies to enhance customer retention and loyalty. This position requires outstanding communication skills, empathy, and the ability to de-escalate challenging situations effectively. You will collaborate closely with product development and sales teams to relay customer feedback and contribute to product enhancements. As a fully remote role, you will need to be a self-starter, highly organized, and adept at using virtual collaboration tools to manage your team and drive results. This is an exciting opportunity to lead a dedicated team, shape customer service strategies, and contribute to the success of a dynamic tech company from the convenience of your home office.
Responsibilities:
Responsibilities:
- Lead and manage a remote team of customer service representatives.
- Oversee daily support operations and ensure efficient ticket management.
- Provide training, coaching, and performance feedback to team members.
- Develop and implement strategies to improve customer satisfaction and retention.
- Monitor key performance indicators (KPIs) and generate regular reports.
- Handle escalated customer issues and provide timely resolutions.
- Collaborate with other departments to address customer needs and product feedback.
- Maintain a high level of product knowledge and technical expertise.
- Foster a positive and supportive team environment.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing remote teams.
- Strong understanding of customer service principles and best practices.
- Experience with technical support for software products is highly desirable.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Proficiency in CRM software and helpdesk ticketing systems.
- Ability to analyze data and identify actionable insights.
- Self-motivated, organized, and able to thrive in a remote work environment.
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Customer Service Representative - Technical Support
Posted 20 days ago
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Job Description
Our client is looking for a dedicated and customer-focused Customer Service Representative to join their support team on a fully remote basis. In this role, you will be the first point of contact for customers, providing friendly, efficient, and effective assistance with inquiries, issues, and general information. You will handle a variety of customer interactions through multiple channels, including phone, email, and chat, ensuring a positive customer experience. As a remote team member, you will utilize essential communication and support tools to manage your workload and collaborate with your team. The ideal candidate possesses excellent communication skills, a patient demeanor, and a genuine desire to help others succeed.
Responsibilities:
Qualifications:
This is a fantastic opportunity to join a customer-centric organization and build a career in customer service from the comfort of your home, supporting customers associated with **Nyeri, Nyeri, KE**. If you are a people-person with a knack for problem-solving, we encourage you to apply.
Responsibilities:
- Respond to customer inquiries and resolve issues promptly and professionally via phone, email, and chat.
- Provide information about products and services.
- Troubleshoot basic technical issues and guide customers through solutions.
- Process orders, returns, and exchanges as needed.
- Maintain accurate customer records and document all interactions.
- Identify and escalate complex issues to senior support staff or relevant departments.
- Follow communication guidelines and company policies.
- Gather customer feedback and report it to management for service improvement.
- Strive to achieve high levels of customer satisfaction and first-contact resolution.
- Assist with customer onboarding and training on product usage.
- Stay up-to-date with product knowledge and company updates.
- Contribute to a positive and collaborative team environment.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Previous experience in customer service or a call center environment is preferred.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Patient, empathetic, and customer-centric approach.
- Proficiency in using computers and common software applications.
- Ability to multitask and manage time effectively in a remote setting.
- A reliable internet connection and a quiet workspace.
- Must be legally authorized to work in Kenya.
This is a fantastic opportunity to join a customer-centric organization and build a career in customer service from the comfort of your home, supporting customers associated with **Nyeri, Nyeri, KE**. If you are a people-person with a knack for problem-solving, we encourage you to apply.
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Remote Lead Field Service Technician - Technical Support
Posted 12 days ago
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Job Description
Our client is seeking a highly skilled and experienced Lead Field Service Technician to join their remote technical support team. This critical role involves providing expert-level remote troubleshooting, guidance, and technical support to field technicians and end-users on complex machinery and equipment. You will be instrumental in diagnosing issues, developing solutions, and ensuring the optimal performance and uptime of client systems. The ideal candidate will possess deep technical expertise, excellent problem-solving skills, and the ability to communicate intricate technical information clearly and effectively in a virtual setting.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide advanced remote technical support and troubleshooting for complex mechanical, electrical, and software systems.
- Diagnose equipment malfunctions and failures using diagnostic tools and remote access software.
- Develop clear, step-by-step repair and maintenance procedures for field technicians.
- Guide and mentor field service technicians remotely, enhancing their technical capabilities.
- Analyze recurring technical issues and propose preventative maintenance strategies.
- Create and update technical documentation, including user manuals, service guides, and troubleshooting databases.
- Collaborate with engineering and product development teams to provide feedback on product performance and identify areas for improvement.
- Manage escalations and resolve complex technical problems efficiently.
- Ensure adherence to safety protocols and best practices during all service interventions.
- Track service requests, resolutions, and customer feedback using the CRM system.
- Develop training materials and deliver remote training sessions to field staff and clients.
- Maintain a high level of technical expertise on the company's product line.
- Contribute to the development of remote support strategies and tools.
- Communicate effectively with internal departments and external clients regarding technical matters.
- Oversee the quality of remote technical assistance provided by the team.
Qualifications:
- Minimum of 7 years of experience in field service, technical support, or a related role, with a focus on complex equipment.
- In-depth knowledge of mechanical, electrical, and software systems relevant to the industry.
- Proven ability to troubleshoot and diagnose complex technical issues remotely.
- Excellent communication, presentation, and interpersonal skills, with the ability to explain technical concepts to diverse audiences.
- Proficiency in using remote diagnostic tools, CRM software, and technical documentation platforms.
- Strong analytical and problem-solving skills.
- Ability to work independently and manage multiple priorities in a demanding remote environment.
- Relevant technical certifications or an Associate's/Bachelor's degree in a technical field (e.g., Engineering, Electronics).
- Experience in leading or mentoring technical teams is essential.
- Familiarity with project management principles.
- Adaptability and a strong desire to learn new technologies.
- Previous experience in a remote technical support role is highly desirable.
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Senior Installation & Maintenance Technician (Remote - Technical Support)
Posted 2 days ago
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Job Description
Our client is seeking a highly skilled and experienced Senior Installation & Maintenance Technician to provide expert technical support remotely. This role is crucial for guiding customers and field technicians through complex installation, troubleshooting, and maintenance procedures for our client's specialized equipment and systems. You will be responsible for diagnosing technical issues, developing clear and concise resolution steps, and ensuring customer satisfaction through exceptional remote assistance. As this is a fully remote position, strong diagnostic abilities, excellent communication skills (both written and verbal), and the capacity to work independently and manage support queues effectively are essential.
Responsibilities:
Qualifications:
This is an outstanding opportunity for a seasoned technical expert to leverage their skills in a critical remote support role, contributing significantly to customer success and product reliability. If you excel at problem-solving and thrive in a virtual environment, we encourage you to apply. This role supports technical needs associated with the **Mlolongo, Machakos, KE** region.
Responsibilities:
- Provide advanced technical support to customers and field technicians via phone, email, and remote access tools.
- Diagnose and troubleshoot complex installation, maintenance, and operational issues related to our client's products/systems.
- Develop and document step-by-step troubleshooting guides, repair procedures, and best practices.
- Escalate unresolved issues to engineering or product development teams, providing detailed diagnostic information.
- Train and mentor junior technicians on product knowledge and troubleshooting techniques.
- Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
- Identify recurring technical problems and provide feedback to product management for future improvements.
- Ensure adherence to safety protocols and company policies in all remote support activities.
- Contribute to the continuous improvement of the technical support processes and knowledge base.
- Stay up-to-date with product updates, technical specifications, and industry best practices.
Qualifications:
- Associate's or Bachelor's degree in a relevant technical field (e.g., Electronics, Mechanical Engineering Technology, Information Technology), or equivalent practical experience.
- Minimum of 5 years of hands-on experience in installation, maintenance, and technical support for complex equipment or systems.
- Proven ability to diagnose and resolve intricate technical problems remotely.
- Strong understanding of electrical, mechanical, or software systems, depending on the client's product line.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Proficiency with remote access tools, ticketing systems (CRM), and common diagnostic software.
- Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced remote environment.
- Customer-focused mindset with a passion for problem-solving and delivering high-quality support.
- Experience in training or mentoring technical staff is a significant plus.
- Must possess a reliable high-speed internet connection and a dedicated, quiet workspace.
This is an outstanding opportunity for a seasoned technical expert to leverage their skills in a critical remote support role, contributing significantly to customer success and product reliability. If you excel at problem-solving and thrive in a virtual environment, we encourage you to apply. This role supports technical needs associated with the **Mlolongo, Machakos, KE** region.
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