1,272 Problem Solving jobs in Kenya

This is Worldline.
Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The O
pportunity
Hybrid role that requires working 3 days a week in the office, situated at Newton Aycliffe, UK. The site has parking and is easily accessible from public transport.
As a Technical Support Analyst at Worldline Rail Operations, you will play a critical role in supporting multiple customers in the rail industry using our range of cutting-edge products. Our technology is specifically designed to address the persistent challenges faced in the day-to-day running of railways, enabling smooth and efficient train services throughout the UK.

As an organized, innovative, and process-driven colleague, you will work alongside your peers to provide top-notch technical support to our customers. If you're looking for an exciting opportunity to apply your technical expertise in a dynamic and challenging environment, then Worldline Rail Operations is the perfect fit for you.

Day-to-Day Responsibilities

• Providing 3rd Line Technical support and assistance to customers.
• Working on the ticketing system Service Now
• Supporting customers remotely, providing functional advice and helping to diagnose system faults.
• Preparing release notes for system releases

• Responding to customer incidents including:

• Investigating and reproducing reported problems

• Updating tickets with progress
• Directly liaising with customers to gain a clearer understanding of problems

• Liaising with colleagues in other teams where necessary

• Provide functional and technical support to external and internal customers within Rail Operations.

• Conducting ad-hoc site visits to customers when required.
• Produce accurate functional specifications for use by Technical Support team and offshore colleagues.
• Ad hoc training to customers' staff on products.

Who Are We Looking For
We look for big thinkers. People who can drive positive change, step up and show what's next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• You are confident when speaking with customers.
• Able to establish a good rapport with a range of business and technical colleagues.
• Able to work independently or as part of a team, depending on the nature of the task in hand.
• Demonstrate a commitment to continuous improvement and self-development.
• Demonstrate a commitment to supporting the principles of Great Place to Work – promoting Trust (in management), Pride (in work) & Respect (for colleagues)
• You are fully computer literate with MS Suite and have a basic understanding of development skills.
• Good problem solving/investigative skills
• Good customer-facing skills, including verbal & written communication skills.
• You are fully computer literate with MS Suite and have a basic understanding of development skills.
• Able to create and run SQL
• Demonstrate adherence to following processes/plans.
• Creation, review & update of documentation .
• Able to create accurate & complete functional specifications from problem records and discussions with customers.

Perks & Benefits
At Worldline you'll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Have 25 days holiday + bank holidays
• Have employee private medical cover, access to a virtual GP service
• Access to discounts and cash backs on shopping
• Purchase a range of flexible benefits through salary sacrifice
• Have an Income protection @ 67% of base salary for 5 years, subject to Ts & Cs
• Have a Life assurance – 1 x salary if not in a pension scheme, 4 x salary if joins the pension scheme
• Have Pension – the company will match contributions up to 10%

Shape the evolution.
We are pushing towards the next frontiers of payments technology, and we look for big thinkers to join our journey. People with passion, can-do attitude and a hunger to learn and grow. Here you'll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. And with our empowering culture, strong technology and extensive training opportunities, we help you accelerate your career. Wherever you decide to go. Join our global team of over 18,000 innovators across 40+ countries, and shape a tomorrow that is yours to own.

Learn more about life at Worldline at

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.

Responsibility:

1、Mainly responsible for technical support of photovoltaic products for villas and microgrids

2、Understanding customer requirements and providing comprehensive pre-sales technical support.

3、Collaborating with the sales team during client negotiations to address technical queries.

4、Clarifying customers' technical issues in the project's early stages, including on-site technical surveys when necessary.

5、Developing and refining pre-sales training materials, and delivering both online and offline technical training to clients.

6、Promptly addressing technical quality issues raised in customer complaints.

7、Resolving queries about product usage, maintenance, and replacement, including on-site support when necessary.

8、Improving post-sales operation and maintenance training materials, and providing related training to customers, both online and offline.

Qualifications:

1、At least 2 years of experience in the photovoltaic industry, preferably with practical experience in household photovoltaic storage systems.

2、Understanding of the operational principles, functions, installation processes, and knowledge of key products like photovoltaic storage systems, inverters, batteries, and brackets.

3、Have experience in technical support for the photovoltaic industry

CUSTOMER SERVICES TEAM – SUPPORT ENGINEER:

With Acsys International, the Support Engineer will be expected to perform all the below mentioned support activities which falls under our scope, to the Customers located globally. Customer Relationship Management, Pre-Sales Support, Customer Training & Implementations, Incident Management, Hardware RMA.

CORE RESPONSIBILITIES: Serves customers by providing product and service information; resolving product and service problems.

CUSTOMER SERVICE REPRESENTATIVE SKILLS AND QUALIFICATIONS:

•Minimum of bachelor's degree or Diploma or Equivalent Technical Qualification or Certification

•Customer Handling Skills (Exposure in handling International Customers)

•Excellent Communication Skills (Oral & Written)

•Intermediate Hardware, Software & Networking knowledge

•Strong Interpersonal Skills & Exposure to working across multi-cultural workforce

•Flexible to work in shifts (24/7) environment, Quick Learner

•Quality Focus, Problem Solving Skills, Market Knowledge

•Documentation Skills, Listening Skills, Email / Chat etiquettes
•Analyzing Information, Go in to the details, Logical Troubleshooting Skills, Multi-tasking

•Flexible to travel frequently Domestic / Internationa

l
•Good to have - a valid passport

CUSTOMER SERVICE REPRESENTATIVE JOB DUTIES:

•Incident Management Ticketing Process – Taking Ownership of issues end to end and maintaining theconfidentiality of the Customer Information and recording every bit of information on the CRM

•Resolve customers issues with respect to Product, Software, Hardware, Replacement or Enquiry

•Drill down and identify the root cause of the issue and accurate reporting of the same to other departments

•Provide best possible solution to the customers and expediting speedy resolution to the customers

•Suggesting any Sales Leads / Opportunities with the Customers to the Sales Team

•Prepare product or service reports by collecting and analysing customer provided information and passing it on therelevant teams internally

•Contribute to team effort by accomplishing related results as needed

•Generate sales leads and maintain a good rapport with the POCs, build sustainable relationships of trust throughopen and interactive communication

•Go the extra mile to engage customers

•Weekly, Monthly submission or reports / timesheets submission on time

•Ownership of Cases lying in your bin, regular follow ups and feedbacks to the internal teams.

Company Description

Dechans Enterprises Co., Ltd. is a Kenyan-based renewable energy solutions provider focused on deploying advanced solar technologies to bridge the energy access gap in underserved rural communities. Our core services include the design, installation, and maintenance of off-grid and hybrid solar PV systems, as well as solar water heating solutions and borehole solarization for agricultural applications. In addition to renewable energy services, we supply electrical equipment to government institutions and development agencies, supporting public infrastructure and rural electrification programs. Our products include customized solar kits and 5G-enabled solar-powered security camera systems, and our upcoming AI-powered platform will enhance post-installation service delivery.

Role Description

This is a full-time, on-site role located in Nairobi for a Technical Support Specialist. The Technical Support Specialist will be responsible for providing technical support and troubleshooting assistance to customers, ensuring customer satisfaction is achieved. Daily tasks include diagnosing technical issues, providing timely resolutions, and maintaining a high level of customer support. The role also involves analyzing technical problems and collaborating with the team to develop effective solutions.

Qualifications

• Technical Support and Troubleshooting skills
• Analytical skills for diagnosing and solving technical problems
• Customer Support and ensuring Customer Satisfaction skills
• Excellent communication skills and ability to work in a team
• Experience in renewable energy or related fields is a plus
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field

• Provide advanced technical support to customers via phone, email, and chat.
• Diagnose and resolve complex software, hardware, and network issues.
• Troubleshoot technical problems, identify root causes, and implement effective solutions.
• Guide customers through product installations, configurations, and usage.
• Document all support interactions, issues, and resolutions in the ticketing system.
• Escalate unresolved issues to senior support staff or development teams with detailed information.
• Contribute to the creation and maintenance of technical documentation, FAQs, and knowledge base articles.
• Identify recurring technical issues and provide feedback to product development for future improvements.
• Stay up-to-date with product updates, new features, and industry best practices.
• Ensure customer satisfaction by providing timely and accurate technical assistance.
• Assist in training junior support staff on technical troubleshooting techniques.
• Monitor system performance and identify potential technical issues proactively.
• Adhere to established support SLAs and response times.
• Maintain a professional and helpful demeanor in all customer interactions.
• Participate in team meetings and contribute to improving support processes.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in technical support or IT helpdesk roles.
• Strong knowledge of operating systems (Windows, macOS, Linux), networking protocols, and hardware.
• Proficiency in troubleshooting common software and hardware problems.
• Excellent analytical and problem-solving skills.
• Superior communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Experience with ticketing systems (e.g., Jira, Zendesk) and remote support tools.
• Ability to work independently and manage time effectively in a remote setting.
• Certifications such as CompTIA A+, Network+, or MCSA are a plus.
• Demonstrated ability to handle high-pressure situations and complex technical challenges.

• Provide exceptional technical support to customers via email, chat, and phone, adhering to service level agreements.
• Diagnose and troubleshoot hardware, software, and network issues reported by users.
• Escalate complex technical problems to senior support staff or relevant departments when necessary.
• Document all support interactions, including troubleshooting steps and resolutions, in the ticketing system.
• Develop and maintain knowledge base articles and FAQs to empower users and reduce support volume.
• Assist in identifying trends in customer issues and provide feedback to the product development team.
• Guide users through step-by-step solutions, ensuring clarity and user understanding.
• Stay up-to-date with product updates and new features to provide accurate support.
• Contribute to a positive and collaborative remote team environment.
• Proactively identify opportunities to improve the customer support process.
• Ensure a high level of customer satisfaction through effective problem resolution and communication.

• Proven experience in a technical support or helpdesk role.
• Strong understanding of operating systems (Windows, macOS, Linux), common software applications, and basic networking concepts.
• Excellent problem-solving and diagnostic skills.
• Superb communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Management) is highly desirable.
• Ability to work independently, manage time effectively, and maintain productivity in a remote setting.
• A patient and customer-centric approach.
• High school diploma or equivalent; further technical certifications are a plus.

• Lead, mentor, and manage a team of technical support specialists.
• Oversee the daily workflow and performance of the support department.
• Develop and implement support policies, procedures, and best practices.
• Ensure timely and accurate resolution of customer technical issues.
• Act as an escalation point for complex technical problems.
• Train and onboard new support team members.
• Monitor support queues and key performance indicators (KPIs).
• Analyze support data to identify trends and areas for improvement.
• Collaborate with engineering and product teams on bug fixes and feature requests.
• Contribute to the creation and maintenance of knowledge base articles and documentation.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in technical support, with at least 2 years in a lead or supervisory role.
• Proven experience with customer support ticketing systems (e.g., Zendesk, Jira Service Desk).
• Strong understanding of operating systems, networking concepts, and common software applications.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Exceptional customer service and communication abilities.
• Demonstrated leadership and team management capabilities.
• Ability to work effectively in a hybrid work environment.