334 Problem Resolution jobs in Kenya
Customer Service Representative - Technical Support
00300 Moiben
KES50000 month
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Our client is looking for a dedicated and customer-focused Customer Service Representative to provide exceptional technical support in Garissa. This on-site role requires a proactive individual who can assist customers with troubleshooting, product inquiries, and service-related issues. You will be the primary point of contact for customers seeking assistance, ensuring their experience is positive and their problems are resolved efficiently. Key responsibilities include responding to customer inquiries via phone, email, and chat; diagnosing and resolving technical problems with our products/services; guiding customers through product features and functionalities; escalating complex issues to appropriate departments; documenting customer interactions and solutions accurately; and providing feedback to improve products and services. The ideal candidate will possess excellent communication and interpersonal skills, with a patient and empathetic approach to customer service. Strong problem-solving abilities and a knack for explaining technical concepts clearly to non-technical users are essential. Previous experience in a customer service or technical support role is required. Familiarity with CRM software and ticketing systems is a plus. You should be able to work effectively in a team environment and manage multiple tasks simultaneously. A passion for helping people and a commitment to delivering high-quality support are key attributes we are looking for. If you thrive in a customer-facing role and are eager to contribute to a positive customer experience within our Garissa office, we encourage you to apply. Join us and become a valued member of our support team, ensuring our customers receive the best possible assistance.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries and resolve technical issues promptly.
- Provide clear and concise troubleshooting guidance to customers.
- Document customer interactions and resolutions in the CRM system.
- Escalate unresolved issues to senior support staff or relevant departments.
- Educate customers on product features and services.
- Maintain a high level of customer satisfaction.
- Identify trends in customer issues to suggest product improvements.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Proven experience in customer service or technical support.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and troubleshooting abilities.
- Ability to explain technical information clearly to diverse audiences.
- Familiarity with CRM and ticketing systems is a plus.
- High school diploma or equivalent; further education is advantageous.
- Ability to work independently and as part of a team.
- Customer-oriented attitude and a passion for service excellence.
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Customer Service Representative - Technical Support
20100 Mwembe
KES55000 month
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Our client is seeking a customer-focused and technically proficient Customer Service Representative to join their dedicated support team. This role is essential for providing exceptional assistance and resolving technical inquiries for their user base. You will be the first point of contact for customers experiencing issues with their products or services, tasked with troubleshooting problems, guiding users through solutions, and ensuring a positive customer experience. The ideal candidate possesses excellent communication skills, a patient demeanor, and a strong aptitude for understanding and explaining technical concepts. You should be adept at problem-solving and possess a genuine desire to help customers. This position is fully remote, allowing you to provide support from the comfort of your home, utilizing advanced communication and ticketing systems to manage customer interactions efficiently. Your dedication to customer satisfaction and technical expertise will be key to resolving issues promptly and effectively.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot technical issues reported by customers.
- Provide clear and concise instructions to guide customers through problem-solving steps.
- Document customer interactions and resolutions in the CRM system.
- Escalate complex issues to higher support tiers when necessary.
- Educate customers on product features and best practices.
- Maintain a high level of customer satisfaction through effective problem resolution.
- Identify trends in customer issues and provide feedback to product development teams.
- Stay updated on product knowledge and support procedures.
- Contribute to the development of knowledge base articles and FAQs.
- High School Diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven experience in a customer service or technical support role.
- Strong understanding of common technical issues and troubleshooting methods.
- Excellent verbal and written communication skills.
- Patience, empathy, and a customer-centric attitude.
- Ability to explain technical information clearly to non-technical users.
- Proficiency in using customer support software and CRM systems.
- Ability to multitask and manage time effectively.
- Strong problem-solving and analytical skills.
- Reliable internet connection and a dedicated workspace for remote work.
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Customer Service Representative - Technical Support
70100 Gathiruini
KES150000 Annually
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Our client, a leading provider of innovative software solutions, is seeking a dedicated and customer-focused Customer Service Representative to join their Technical Support team. This is a fully remote position, offering excellent flexibility and the opportunity to assist clients with their technical inquiries. You will be the first point of contact for customers experiencing issues with our client's products, providing timely and effective solutions. Responsibilities include troubleshooting technical problems, guiding users through product features, resolving software-related issues, and escalating complex cases to higher support tiers. You will maintain detailed records of customer interactions and resolutions in a CRM system. The ideal candidate will possess exceptional communication and problem-solving skills, with a patient and empathetic approach to customer service. Previous experience in a customer support or technical helpdesk role is highly preferred. Proficiency in troubleshooting common software and hardware issues, along with a strong understanding of customer service best practices, is essential. The ability to explain technical concepts clearly to non-technical users is crucial. You must be highly organized, detail-oriented, and capable of managing multiple inquiries simultaneously in a fast-paced, remote environment. A commitment to providing outstanding customer experiences is key. Join our client's team and contribute to their reputation for excellent customer support.
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2
Technical Support Lead - Customer Service
30100 Kitale, Rift Valley
KES70000 Annually
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Our client is seeking a dynamic and experienced Technical Support Lead to manage their customer service helpdesk operations. This hybrid role will involve a blend of remote work and on-site presence at our **Kitale, Trans-Nzoia, KE** offices, ensuring seamless customer support delivery. You will be responsible for leading a team of technical support specialists, providing guidance, training, and performance management. Your core duties will include resolving complex technical issues escalated by the support team, developing and maintaining knowledge base articles, monitoring support ticket queues, and ensuring adherence to service level agreements (SLAs). The ideal candidate will possess strong technical acumen, with expertise in troubleshooting common software and hardware issues relevant to our client's products or services. Excellent communication, interpersonal, and customer service skills are essential for interacting with customers and team members. You should have experience in customer support environments, with a proven ability to manage and motivate a support team. Familiarity with helpdesk ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools is required. This role requires strong analytical and problem-solving abilities, with a commitment to delivering exceptional customer experiences. You will also contribute to process improvements within the customer service department, ensuring efficient and effective support delivery across all channels.
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3
Customer Service Representative - Technical Support
80200 Nairobi, Nairobi
KES45000 month
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Our client, a fast-growing technology solutions provider based in Malindi, Kilifi, KE , is seeking dedicated and technically proficient Customer Service Representatives for their remote support team. This fully remote role is crucial for providing exceptional technical assistance and resolving customer issues efficiently. You will be the primary point of contact for customers experiencing technical difficulties with our client's products or services. The ideal candidate possesses excellent communication skills, a strong technical aptitude, and a patient, customer-focused approach. This position requires you to work remotely, offering support via phone, email, and chat.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide timely and effective technical support to customers via phone, email, and chat channels.
- Diagnose and troubleshoot technical issues related to software, hardware, and network connectivity.
- Guide customers through step-by-step solutions to resolve their technical problems.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Escalate complex technical issues to appropriate support teams when necessary.
- Maintain a high level of customer satisfaction by delivering prompt, empathetic, and professional service.
- Identify recurring customer issues and provide feedback to the product development team for improvements.
- Stay updated on product knowledge and technical advancements.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Contribute to building a knowledge base of FAQs and troubleshooting guides.
Qualifications:
- Proven experience in a customer service or technical support role.
- Strong understanding of common operating systems (Windows, macOS, Linux) and troubleshooting techniques.
- Excellent verbal and written communication skills.
- Proficiency in using CRM software and ticketing systems.
- Ability to explain technical concepts clearly to non-technical users.
- Patience, empathy, and a customer-centric attitude.
- Ability to work independently and manage time effectively in a remote environment.
- Strong problem-solving and analytical skills.
- Ability to multitask and handle a high volume of customer inquiries.
- Must have a reliable internet connection and a dedicated remote workspace.
- Familiarity with cloud-based services or specific software relevant to the client's industry is a plus.
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4
Remote Customer Service Representative - Technical Support
20102 Mwembe
KES40000 Annually
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Our client is looking for enthusiastic and customer-focused individuals to join their team as Remote Customer Service Representatives specializing in Technical Support. This role is completely remote, allowing you to assist customers from the comfort of your home. You will be the first point of contact for customers seeking assistance with our client's products and services. Your primary responsibility will be to provide prompt, efficient, and friendly technical support via phone, email, and chat. This involves troubleshooting technical issues, guiding customers through setup processes, answering inquiries about product features, and resolving problems effectively. You will need to actively listen to customer concerns, identify the root cause of technical difficulties, and provide clear, step-by-step solutions. Maintaining accurate customer records and documenting all interactions in the CRM system is essential. The ideal candidate will possess excellent communication and interpersonal skills, with a patient and empathetic approach to customer service. Prior experience in a customer support or technical helpdesk role is highly desirable. Familiarity with common software applications and troubleshooting techniques is a must. You should be comfortable working in a fast-paced, remote environment and possess strong organizational and time-management skills. A reliable internet connection and a quiet workspace are required. This role offers an excellent opportunity to develop your customer service and technical problem-solving skills while providing valuable support to our client's customers nationwide.
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5
Remote Customer Service Lead - Technical Support
00200 Njiru Village
KES75000 month
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Our client , a rapidly growing technology company specializing in cloud-based software solutions, is seeking a dynamic and experienced Customer Service Lead to manage their fully remote technical support team. This role offers the flexibility to lead and motivate a distributed team, ensuring exceptional customer service from anywhere within Kenya.
As a Customer Service Lead, you will be responsible for overseeing the day-to-day operations of the technical support department. Your key duties will include managing a team of customer service representatives, providing training and coaching, and ensuring that service level agreements (SLAs) are consistently met. You will act as a point of escalation for complex customer issues, providing timely and effective resolutions.
A crucial part of your role involves monitoring customer interactions across various channels, including phone, email, and chat, to ensure quality and adherence to company standards. You will analyze customer feedback and support metrics to identify trends, implement process improvements, and enhance the overall customer experience. The ideal candidate will have a proven ability to lead and inspire a team, foster a positive work environment, and drive performance. You will also be responsible for developing and updating support documentation, knowledge base articles, and troubleshooting guides.
Key responsibilities include:
The successful candidate will possess a Bachelor's degree in Business Administration, Communications, or a related field. A minimum of four years of experience in customer service or technical support, with at least two years in a leadership or supervisory role, is required. Previous experience managing a remote team is highly advantageous. Strong understanding of customer relationship management (CRM) software and ticketing systems is essential. Exceptional communication, problem-solving, and conflict-resolution skills are paramount. The ability to remain calm and professional under pressure, manage multiple priorities, and maintain a positive attitude in a remote setting is crucial. If you are a dedicated customer service professional with a passion for technology and leadership, seeking a challenging and rewarding fully remote opportunity, we encourage you to apply.
As a Customer Service Lead, you will be responsible for overseeing the day-to-day operations of the technical support department. Your key duties will include managing a team of customer service representatives, providing training and coaching, and ensuring that service level agreements (SLAs) are consistently met. You will act as a point of escalation for complex customer issues, providing timely and effective resolutions.
A crucial part of your role involves monitoring customer interactions across various channels, including phone, email, and chat, to ensure quality and adherence to company standards. You will analyze customer feedback and support metrics to identify trends, implement process improvements, and enhance the overall customer experience. The ideal candidate will have a proven ability to lead and inspire a team, foster a positive work environment, and drive performance. You will also be responsible for developing and updating support documentation, knowledge base articles, and troubleshooting guides.
Key responsibilities include:
- Leading, mentoring, and motivating a remote customer support team.
- Managing daily operations of the technical support department.
- Ensuring customer issues are resolved promptly and efficiently.
- Monitoring team performance and providing regular feedback and coaching.
- Acting as a point of escalation for complex customer inquiries.
- Developing and implementing customer service policies and procedures.
- Analyzing customer feedback and support data to identify areas for improvement.
- Creating and maintaining a comprehensive knowledge base and FAQ section.
- Training new team members and conducting ongoing training sessions.
- Collaborating with other departments to resolve customer issues effectively.
The successful candidate will possess a Bachelor's degree in Business Administration, Communications, or a related field. A minimum of four years of experience in customer service or technical support, with at least two years in a leadership or supervisory role, is required. Previous experience managing a remote team is highly advantageous. Strong understanding of customer relationship management (CRM) software and ticketing systems is essential. Exceptional communication, problem-solving, and conflict-resolution skills are paramount. The ability to remain calm and professional under pressure, manage multiple priorities, and maintain a positive attitude in a remote setting is crucial. If you are a dedicated customer service professional with a passion for technology and leadership, seeking a challenging and rewarding fully remote opportunity, we encourage you to apply.
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Senior Customer Service Representative - Technical Support
01000 Mumbuni
KES450000 Annually
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Our client is seeking a highly skilled and empathetic Senior Customer Service Representative to join their remote support team, specializing in technical assistance. You will be the primary point of contact for customers facing technical challenges, providing exceptional support and ensuring customer satisfaction. This is a fully remote role, allowing you to assist customers from anywhere. Your responsibilities will include: troubleshooting and resolving technical issues via phone, email, and chat; guiding customers through product setup and usage; escalating complex issues to appropriate departments; documenting customer interactions and solutions in the CRM system; and providing feedback to product development teams for continuous improvement. The ideal candidate will have a strong technical aptitude, excellent problem-solving skills, and a minimum of 3 years of experience in customer service, with a focus on technical support. Experience with IT hardware, software, or telecommunications products is highly advantageous. You should possess outstanding communication and interpersonal skills, with the ability to explain technical concepts clearly and concisely to non-technical users. This remote position requires self-motivation, excellent time management, and the ability to work independently while adhering to service level agreements (SLAs). A passion for helping customers and a commitment to providing world-class service are essential. You will be part of a supportive virtual team, contributing to a positive customer experience and the overall success of the company. If you excel at problem-solving and thrive in a remote customer support environment, we encourage you to apply.
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7
Senior Customer Service Specialist - Technical Support
80100 Nairobi, Nairobi
KES40000 month
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Our client is seeking a highly skilled and customer-focused Senior Customer Service Specialist to provide exceptional technical support. This is a fully remote position, allowing you to assist customers nationwide from the convenience of your home. You will be responsible for troubleshooting technical issues, guiding customers through product usage, resolving inquiries via phone, email, and chat, and escalating complex problems to higher support tiers when necessary. Your role will involve maintaining a high level of customer satisfaction, documenting support interactions accurately, and contributing to knowledge base articles. A deep understanding of our client's products and services, along with strong problem-solving and communication skills, is essential. The ideal candidate will have a minimum of 3 years of experience in a customer service or technical support role, preferably within a remote setting. Experience with CRM systems and helpdesk software is required. You must possess excellent active listening skills, patience, and the ability to explain technical concepts clearly to non-technical users. A positive attitude and a genuine desire to help customers are paramount. This is a fantastic opportunity to be the voice of our client, resolve customer challenges, and contribute to a positive customer experience, all while enjoying the flexibility of remote work.
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Senior Customer Service Specialist - Technical Support
50100 Bungoma, Western
KES3000000 Annually
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Job Description
Our client, a rapidly growing technology company, is looking for a dedicated and experienced Senior Customer Service Specialist to join their remote support team. In this fully remote role, you will be the primary point of contact for customers experiencing technical issues with our client's software products. Your mission is to provide exceptional support, resolve complex technical problems efficiently, and ensure a positive customer experience. Responsibilities include responding to customer inquiries via multiple channels (email, chat, phone), diagnosing and troubleshooting technical problems, guiding customers through step-by-step solutions, and escalating issues to higher technical teams when necessary. You will also be responsible for documenting support interactions, identifying recurring issues, and providing feedback to the product development team for potential improvements. The ideal candidate will possess outstanding communication and interpersonal skills, a patient and empathetic demeanor, and a strong technical aptitude. A deep understanding of software troubleshooting, operating systems, and common application issues is essential. Previous experience in a technical support or customer service role, preferably within the software industry, is required. You should be adept at managing multiple customer cases simultaneously, prioritizing tasks effectively, and working collaboratively within a remote team environment. We are seeking a proactive problem-solver who is committed to customer satisfaction and eager to contribute to a supportive and efficient helpdesk operation.
Responsibilities:
Responsibilities:
- Provide timely and effective technical support to customers via email, chat, and phone.
- Diagnose and troubleshoot software-related issues, guiding users through solutions.
- Escalate complex technical problems to appropriate teams while maintaining ownership.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify trends in customer issues and provide feedback to the product development team.
- Develop and maintain knowledge base articles and support documentation.
- Assist in training and mentoring junior customer support representatives.
- Manage a queue of customer tickets, prioritizing and resolving issues efficiently.
- Ensure high levels of customer satisfaction through professional and empathetic service.
- Stay updated on product features, updates, and common technical issues.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 3 years of experience in customer service, with at least 1 year in technical support.
- Strong technical aptitude and ability to troubleshoot software and hardware issues.
- Excellent written and verbal communication skills.
- Proficiency with helpdesk software and CRM systems.
- Ability to explain technical concepts clearly to non-technical users.
- Strong problem-solving and analytical skills.
- Excellent time management and organizational skills.
- Ability to work independently and as part of a remote team.
- Experience with SaaS products is a plus.
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