2,163 Providing Technical Support jobs in Kenya
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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Remote Customer Support Lead & Technical Support Specialist
Posted 21 days ago
Job Viewed
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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Job Description
Kenya
*About Influx *
Hi, we're Influx We are a rapidly growing, profitable tech startup that provides 24/7 on-demand customer support for brands and tech companies around the globe. With a team of over 1,000 people operating worldwide, we're a truly international company with a head office in Australia.
About The Role
We're looking for an enthusiastic and quick-to-learn Customer Support Agent to join our team in Kenya. In this role, you will be the first point of contact for our clients' customers, helping them with their questions and problems.
This is a great opportunity for anyone, from fresh graduates to experienced professionals, who is eager to learn and grow in a fast-paced tech environment.
*What You'll Do *
- Diagnose and solve customer problems effectively and empathetically.
- Communicate clearly and effectively with customers via email and chat.
- Collaborate with your peers and manager to ensure seamless support.
- Contribute to a friendly, high-performance, and supportive workplace culture.
*What We're Looking For *
- Excellent communication skills, both written and verbal, in English.
- Having an Apple Mac is required for this role.
- A passion for photography (even amateur).
- A good sense of color and lighting, and an understanding of the challenges photographers face in this area.
- Strong problem-solving abilities.
- A passion for providing great customer support.
- A willingness to learn and understand new products, customers, and industries.
- The ability to be flexible and adapt to campaign surges and seasonal spikes.
- Comfortable working in a fast-paced startup environment.
*What We Offer *
- Work-from-home arrangement.
- A supportive, collaborative, and high-performance environment.
- The opportunity to work with high-quality international clients and a global team.
- Comprehensive training to give you the skills and knowledge you need to succeed.
- Plenty of opportunities for professional growth.
*Working Hours & Location *
This is a full-time role (44 hours per week), open only to applicants in Kenya.
The work schedule is Monday to Friday, 9:00 AM – 6:00 PM CET / 11:00 AM – 8:00 PM Kenya time (EAT).
Please note that we may also need support on weekends and public holidays.
Important Notes
This role is only open to applicants from Kenya.
Influx never asks candidates to make any payment throughout the entire recruitment process.
Successful candidates will be contacted only through email ending with
Apply Here
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2
Job Description
About Us
ECKON SOLUTIONS LTD is a dynamic and innovative software development company dedicated to creating cutting-edge solutions for our clients. We are passionate about technology, committed to excellence, and foster a collaborative environment where our team members can grow and thrive. As we expand, we are looking for a dedicated and detail-oriented individual to join our team.
The Opportunity
We are seeking a motivated
Customer Support & QA Assistant
to join our team. This is a unique hybrid role that sits at the crucial intersection of customer service and product quality. You will be the voice of our company, providing outstanding support to our clients, and a key player in our development lifecycle, ensuring our software meets the highest standards before it reaches our users.
If you are a great communicator with a passion for technology and a keen eye for detail, this is the perfect role for you.
Key Responsibilities:
Client Support:
- Serve as the primary point of contact for clients via phone, email, and our support ticket system.
- Provide timely, professional, and accurate information and technical assistance regarding our software products.
- Troubleshoot and diagnose user issues, providing clear, step-by-step solutions.
- Escalate complex technical issues to the development team and follow up to ensure resolution.
- Maintain and update our customer support documentation and knowledge base.
Quality Assurance (QA):
- Perform thorough quality assurance testing on new features, system updates, and bug fixes before they are released.
- Develop, execute, and maintain test cases to identify software defects, bugs, and usability issues.
- Document and report bugs with clear, concise details, including steps to reproduce, for our development team.
- Collaborate with developers to verify that bug fixes and new features work as intended.
Feedback & Improvement:
- Gather and relay client feedback to the product and development teams to help drive continuous improvement of our software.
- Identify recurring customer issues and contribute to long-term solutions.
Required Qualifications & Skills:
- Diploma or Degree in Information Technology, Computer Science, Communications, or a related field.
- Proven experience in a customer support, technical support, or a similar client-facing role.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Strong analytical and problem-solving abilities.
- A patient, empathetic, and customer-centric mindset.
- Meticulous attention to detail and a methodical approach to tasks.
- Tech-savvy and able to learn new software and systems quickly.
- Ability to work both independently and as part of a collaborative team.
Preferred (Bonus) Qualifications:
- Direct experience in software quality assurance (QA) or software testing.
- Familiarity with help desk software (e.g., Zendesk, Jira Service Management, Freshdesk).
- Experience writing test cases or bug reports.
- A basic understanding of the software development lifecycle (SDLC).
What We Offer:
- A competitive salary and benefits package.
- Opportunities for professional growth and career development.
- A collaborative, supportive, and friendly team culture.
- The opportunity to play a vital role in a growing technology company and make a real impact on our products and clients.
How to Apply:
Interested candidates are invited to send their CV and a Cover Letter explaining why they are the perfect fit for this hybrid role to
with the subject line:
"Application for Customer Support & QA Assistant"
.
The application deadline is
October 31, 2025
.
ECKON SOLUTIONS LTD is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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3
Customer Support Lead
Posted 23 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Customer Support Lead to manage their remote customer service operations. This fully remote role requires a proactive leader who can guide a team of support agents, ensuring exceptional customer experiences. You will be responsible for overseeing the daily operations of the customer support department, handling escalated customer issues, and implementing strategies to improve customer satisfaction and retention. Your duties will include training and mentoring support staff, developing support documentation and knowledge bases, and monitoring key performance indicators (KPIs) such as response times, resolution rates, and customer feedback. The ideal candidate will have a deep understanding of customer service best practices, excellent communication and conflict-resolution skills, and a proven ability to lead and motivate a remote team. You will also be involved in analyzing customer feedback to identify trends and areas for product or service improvement. This role is crucial for maintaining high levels of customer loyalty and satisfaction for our client. We are looking for an individual who is passionate about customer advocacy and has a strategic approach to problem-solving. The ability to work independently, manage time effectively, and maintain a positive attitude in a remote setting is essential. You will be a key point of contact for complex customer inquiries and will play a vital role in shaping the customer support strategy. Our client values a candidate who can demonstrate leadership in a virtual environment and foster a culture of excellent service. The role is based in Kericho, Kericho, KE , but the position is entirely remote.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead and manage a remote team of customer support representatives.
- Oversee daily customer support operations and ensure timely resolution of inquiries.
- Handle complex customer escalations and provide solutions.
- Develop and maintain customer support policies, procedures, and documentation.
- Train, coach, and mentor support staff to enhance their skills and performance.
- Monitor customer support KPIs and implement strategies for improvement.
- Analyze customer feedback to identify trends and recommend product/service enhancements.
- Foster a customer-centric culture within the support team.
- Collaborate with other departments to ensure a cohesive customer experience.
- Manage and optimize support tools and technologies.
Qualifications:
- 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 managing remote teams.
- Strong understanding of customer support best practices and KPIs.
- Excellent communication, problem-solving, and conflict-resolution skills.
- Proficiency in customer relationship management (CRM) software.
- Ability to work independently and effectively in a remote environment.
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4
Customer Support Team Lead
Posted 23 days ago
Job Viewed
Job Description
Our client is looking for an experienced and empathetic Customer Support Team Lead to manage their dynamic customer service and helpdesk operations. This role requires a balance of leadership, operational excellence, and a deep commitment to customer satisfaction. You will be responsible for leading, training, and motivating a team of customer support representatives to deliver exceptional service. Key responsibilities include overseeing daily operations, managing ticket queues, ensuring timely and effective resolution of customer issues, and identifying trends to improve support processes. The ideal candidate will possess excellent communication, problem-solving, and interpersonal skills, with a proven ability to handle complex customer escalations. You will develop and implement support strategies, set performance metrics, and conduct regular performance reviews for team members. Experience with CRM software and helpdesk ticketing systems is essential. This position requires the ability to foster a positive and productive team environment, encouraging continuous learning and skill development among support staff. While the role is primarily remote, occasional in-office presence in Embu will be required for team meetings, training, and strategic planning sessions. We are committed to providing outstanding customer experiences, and this role is pivotal in achieving that goal. If you are passionate about customer service and have a knack for leadership, this is an excellent opportunity to make a significant impact.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of customer support representatives.
- Oversee daily support operations and ensure service level agreements (SLAs) are met.
- Handle escalated customer inquiries and complex issues.
- Develop and implement customer support policies and procedures.
- Monitor team performance and provide regular feedback and coaching.
- Identify training needs and coordinate relevant training programs.
- Analyze support data to identify trends and areas for improvement.
- Contribute to the continuous improvement of customer support processes and tools.
- Collaborate with other departments to resolve customer issues effectively.
- Maintain a high level of customer satisfaction and loyalty.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 4 years of experience in customer service or helpdesk support.
- Minimum of 2 years of experience in a team lead or supervisory role.
- Proficiency with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent leadership, communication, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Ability to manage multiple priorities and work effectively in a hybrid environment.
- Experience in developing and implementing support strategies.
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5
Customer Support Representative
Posted 23 days ago
Job Viewed
Job Description
Our client is seeking a friendly and efficient Customer Support Representative to join their team. This role offers a hybrid work arrangement, allowing for a balance between remote work and in-office collaboration. As a Customer Support Representative, you will be the first point of contact for customers, providing information, resolving inquiries, and addressing issues related to our client's products and services. Your primary goal will be to ensure customer satisfaction and loyalty through exceptional service.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide accurate information about products, services, and policies.
- Troubleshoot and resolve customer issues, escalating complex cases to the appropriate team when necessary.
- Process customer orders, forms, applications, and requests.
- Maintain detailed records of customer interactions and transactions.
- Identify and report trends in customer inquiries or complaints to improve services.
- Build sustainable relationships and trust with customers through open and interactive communication.
- Follow communication procedures, guidelines, and policies.
- Assist in the training of new support staff.
- Contribute to a positive team environment.
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6
Customer Service Representative - Technical Support
Posted 20 days ago
Job Viewed
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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7
Lead Customer Support Engineer
Posted 23 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Lead Customer Support Engineer to provide exceptional technical assistance and support to their valued customers. This is a fully remote role, allowing you to contribute to customer success from the comfort of your home office. You will be responsible for diagnosing and resolving complex technical issues, guiding customers through product usage, and ensuring a seamless support experience. As a lead, you will also play a crucial role in mentoring junior support team members, developing support documentation, and identifying areas for service improvement. The ideal candidate possesses strong analytical skills, excellent communication abilities, and a deep understanding of technical troubleshooting. Key Responsibilities:
- Providing high-level technical support to customers via phone, email, and chat, resolving complex issues efficiently and effectively.
- Diagnosing and troubleshooting software and hardware problems, escalating issues to engineering teams when necessary.
- Guiding customers through product setup, installation, and usage.
- Developing and maintaining a knowledge base of common issues and their resolutions.
- Mentoring and training junior customer support representatives, sharing best practices and technical expertise.
- Analyzing customer feedback and support trends to identify opportunities for product and service enhancements.
- Creating and updating technical documentation, FAQs, and user guides.
- Collaborating with product development and engineering teams to address recurring technical challenges.
- Ensuring customer satisfaction by providing timely, accurate, and professional support.
- Participating in on-call rotation for urgent customer issues.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
- Minimum of 4 years of experience in a customer support or technical support role, with at least 1 year in a lead or senior capacity.
- Proven ability to troubleshoot and resolve complex technical issues across various platforms.
- Strong understanding of (relevant technologies, e.g., operating systems, networking, software applications).
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience with helpdesk ticketing systems (e.g., Zendesk, Jira Service Desk).
- Ability to work independently and manage priorities effectively in a remote setting.
- Problem-solving aptitude and a customer-centric approach.
- Team player with strong leadership potential.
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Job Description
Our client is searching for an experienced and dynamic Lead Customer Support Manager to build and lead a high-performing, fully remote customer service and helpdesk team. This position is critical for ensuring exceptional customer satisfaction and providing efficient technical support across all our product offerings. You will be responsible for developing and implementing customer support strategies, defining service level agreements (SLAs), and establishing best practices for customer interaction and issue resolution. Key duties include recruiting, training, onboarding, and managing a geographically dispersed team of support agents, setting performance targets, and monitoring team productivity and quality. You will also be responsible for analyzing customer feedback and support metrics to identify areas for improvement, developing knowledge base articles and support documentation, and collaborating with product and engineering teams to address recurring customer issues. The ideal candidate will possess a proven track record in customer service management, strong leadership and people management skills, and a deep understanding of helpdesk operations and CRM systems. Excellent communication, problem-solving, and conflict-resolution abilities are essential. This is a remote-first role, requiring excellent organizational skills and the ability to foster a collaborative and supportive team culture virtually. We are looking for a motivated individual passionate about delivering outstanding customer experiences and driving continuous improvement within the support function. You will be instrumental in shaping our customer support vision and ensuring our customers receive timely, effective, and friendly assistance, regardless of their location. While fully remote, the team's operational focus is aligned with the innovation hub situated in Machakos, Machakos, KE .
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