2,747 Remote Customer Service Technical Support Specialist jobs in Kenya
Senior Field Service Technician - Remote Technical Support Specialist
Posted 4 days ago
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Job Description
Our client, a global leader in specialized industrial equipment, is seeking a highly skilled Senior Field Service Technician to join their fully remote technical support team. This position will focus on providing advanced remote diagnostics, troubleshooting, and technical guidance to clients experiencing issues with our complex machinery. You will leverage sophisticated remote monitoring tools and your deep understanding of mechanical, electrical, and hydraulic systems to resolve problems efficiently. The ideal candidate is an expert problem-solver, an excellent communicator, and possesses a strong aptitude for understanding and resolving intricate technical challenges from a distance.
Responsibilities:
Qualifications:
Responsibilities:
- Provide expert-level remote technical support and troubleshooting for industrial equipment.
- Diagnose complex mechanical, electrical, and software issues using remote diagnostic tools and systems.
- Guide on-site personnel through repair procedures, preventative maintenance, and operational best practices.
- Analyze equipment performance data to identify potential failures and recommend preventative measures.
- Develop and maintain comprehensive technical documentation, including troubleshooting guides and service bulletins.
- Collaborate with engineering and product development teams to provide feedback on equipment design and performance.
- Manage service requests and ensure timely resolution of customer issues.
- Train junior technicians and customer personnel on equipment operation and maintenance.
- Stay current with the latest technologies and advancements in industrial equipment servicing.
- Ensure customer satisfaction through professional and efficient technical assistance.
- Maintain accurate records of all service interactions and resolutions.
- Assist in the development and refinement of remote support processes and tools.
Qualifications:
- Diploma or Bachelor's degree in Mechanical Engineering, Electrical Engineering, Industrial Technology, or a related field.
- Minimum of 7 years of hands-on experience as a Field Service Technician or in a similar technical support role, with a strong focus on industrial machinery.
- Proven expertise in diagnosing and repairing complex mechanical, electrical, and hydraulic systems.
- Proficiency with diagnostic software and remote access tools.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills, with the ability to clearly explain technical concepts to non-technical audiences.
- Ability to work independently and manage time effectively in a remote setting.
- Experience in troubleshooting PLCs, HMI systems, and industrial networking is highly desirable.
- Familiarity with preventative maintenance techniques and schedules.
- Customer-focused mindset with a commitment to providing exceptional service.
- Relevant certifications in specific equipment types are a plus.
This advertiser has chosen not to accept applicants from your region.
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Remote Customer Success Specialist - Technical Support
Posted 8 days ago
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Job Description
Our client is seeking a highly motivated and empathetic Remote Customer Success Specialist to join their growing technical support team. This role is dedicated to ensuring our clients receive exceptional support and achieve maximum value from our products and services. You will be the primary point of contact for customers, resolving technical issues, answering inquiries, and providing guidance to enhance their experience. As a fully remote position, you will require excellent communication skills, a strong ability to troubleshoot technical problems independently, and a commitment to delivering outstanding customer service. Responsibilities include responding to support tickets, conducting remote troubleshooting sessions, documenting solutions, and escalating complex issues when necessary. The ideal candidate possesses a technical aptitude, patience, and a passion for helping others. You will work closely with product and engineering teams to relay customer feedback and contribute to product improvements. This is an excellent opportunity for a dedicated support professional to grow their career in a flexible, remote setting. We are looking for individuals who are proactive, detail-oriented, and thrive in a fast-paced, customer-centric environment. Your ability to empathize with customers and provide clear, concise solutions will be critical to your success. Join our client and be a vital part of ensuring customer satisfaction and loyalty through expert technical assistance. The role offers a chance to develop deep product knowledge and contribute to the success of a dynamic company, all while enjoying the benefits of remote work. We value individuals who are reliable, eager to learn, and committed to exceeding customer expectations.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and support requests via email, chat, and phone in a timely and professional manner.
- Troubleshoot and resolve technical issues related to the company's products or services.
- Guide customers through product features and functionalities, offering best practices.
- Document customer interactions, technical issues, and resolutions accurately in the CRM system.
- Escalate unresolved issues to senior support staff or relevant departments with detailed information.
- Contribute to the creation and maintenance of knowledge base articles and FAQs.
- Proactively identify opportunities to improve customer satisfaction and product usability.
- Provide feedback to product and engineering teams on common customer issues and feature requests.
- Manage and prioritize a queue of support tickets effectively.
- Maintain a high level of customer satisfaction through excellent service and problem-solving.
- Stay updated on product updates and technical changes.
- Participate in remote team meetings and training sessions.
- Proven experience in a customer support, technical support, or customer success role.
- Strong understanding of technical concepts and ability to troubleshoot software or hardware issues.
- Excellent communication skills, both written and verbal, with the ability to explain technical information clearly.
- Proficiency in using helpdesk software and CRM systems.
- Strong problem-solving skills and attention to detail.
- Ability to work independently and manage time effectively in a remote environment.
- Patience, empathy, and a customer-centric attitude.
- High school diploma or equivalent; technical certifications or a degree in a related field is a plus.
- Experience with remote collaboration tools (e.g., Slack, Zoom).
This advertiser has chosen not to accept applicants from your region.
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Remote Technical Support Specialist - Customer Service
Posted 22 days ago
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Job Description
Our client, a rapidly growing SaaS company, is searching for a highly skilled and customer-focused Technical Support Specialist to join their fully remote support team. This position is ideal for an individual with a passion for technology and a proven ability to resolve complex technical issues with empathy and efficiency. You will be the first line of defense for our users, providing exceptional support via multiple channels, including email, chat, and phone. Your expertise will ensure a seamless user experience and contribute to high customer satisfaction rates. This is a fantastic opportunity to grow your career in a supportive, remote-first culture.
Key Responsibilities:
Key Responsibilities:
- Provide first-tier technical support to customers experiencing issues with our software products.
- Diagnose, troubleshoot, and resolve technical problems efficiently and accurately.
- Respond to customer inquiries and support requests via email, live chat, and phone calls in a timely manner.
- Document all customer interactions, issues, and resolutions in our CRM system.
- Escalate complex technical issues to senior support staff or relevant engineering teams when necessary.
- Create and update knowledge base articles and FAQs to empower users and internal teams.
- Proactively identify trends in customer issues and provide feedback to product development teams.
- Guide users through product features and functionalities.
- Maintain a high level of customer satisfaction through professional and courteous communication.
- Participate in team meetings and ongoing training to stay updated on product knowledge and support best practices.
- Contribute to the continuous improvement of support processes and tools.
- Manage your workload effectively to meet or exceed service level agreements (SLAs).
- Proven experience in a technical support or customer service role, preferably with SaaS products.
- Strong understanding of common software applications, operating systems, and network concepts.
- Excellent troubleshooting and problem-solving skills.
- Exceptional verbal and written communication skills, with a patient and empathetic demeanor.
- Ability to explain technical information clearly to users of varying technical abilities.
- Familiarity with helpdesk software and CRM systems (e.g., Zendesk, Salesforce).
- Ability to work independently and manage time effectively in a remote work environment.
- Strong organizational skills and attention to detail.
- A genuine desire to help customers and provide outstanding service.
- Adaptability to learn new technologies quickly.
- Access to a stable internet connection and a quiet, dedicated workspace.
This advertiser has chosen not to accept applicants from your region.
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Remote Customer Support Team Lead - Technical Assistance
Posted 22 days ago
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Job Description
Our client, a leading provider of innovative technology solutions, is seeking a dedicated and experienced Remote Customer Support Team Lead to manage and inspire their virtual customer service team. This is a full-time, fully remote position focused on ensuring exceptional customer experiences and efficient problem resolution. As Team Lead, you will be responsible for guiding, training, and motivating a team of customer support representatives, monitoring service levels, identifying training needs, and implementing best practices to enhance customer satisfaction. The ideal candidate possesses strong leadership qualities, excellent communication skills, a deep understanding of customer service principles, and a proven ability to manage and motivate a remote team. You will play a crucial role in maintaining high standards of service and driving continuous improvement within the support function.
Responsibilities:
Qualifications:
This critical remote leadership role will directly impact customer satisfaction for services impacting Nairobi, Nairobi, KE and our broader client base.
Responsibilities:
- Lead, mentor, and coach a team of remote customer support agents to achieve performance goals.
- Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores.
- Provide ongoing training and development to team members to enhance their skills and product knowledge.
- Handle escalated customer issues and provide advanced technical support when necessary.
- Develop and implement strategies to improve customer service processes and efficiency.
- Ensure adherence to company policies and procedures by the support team.
- Collaborate with other departments (e.g., product, engineering) to resolve complex customer issues and provide feedback.
- Recruit, onboard, and train new customer support representatives.
- Create and maintain documentation, FAQs, and knowledge base articles for internal and external use.
- Foster a positive and collaborative team environment, even in a remote setting.
- Analyze customer feedback and support trends to identify areas for service improvement.
- Prepare regular performance reports for management.
Qualifications:
- Proven experience (5+ years) in customer service, with at least 2 years in a supervisory or team lead role.
- Experience managing a remote or distributed team is essential.
- Strong understanding of customer service principles and best practices.
- Excellent leadership, coaching, and motivational skills.
- Exceptional communication, interpersonal, and problem-solving abilities.
- Technical aptitude and ability to quickly learn new software and systems.
- Proficiency in using customer relationship management (CRM) software and helpdesk tools.
- Ability to handle stressful situations and de-escalate customer conflicts effectively.
- Strong organizational and time management skills.
- High school diploma or equivalent; a degree in a related field is a plus.
- Must have a reliable internet connection and a quiet workspace conducive to remote work.
This critical remote leadership role will directly impact customer satisfaction for services impacting Nairobi, Nairobi, KE and our broader client base.
This advertiser has chosen not to accept applicants from your region.
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Remote Technical Support Team Lead
Posted 13 days ago
Job Viewed
Job Description
Our client is seeking a dynamic and experienced Technical Support Team Lead to manage and guide our remote technical support operations. In this vital role, you will be responsible for ensuring the highest level of customer satisfaction by leading a team of support specialists in resolving technical issues efficiently and effectively. You will oversee daily operations, manage ticket queues, and ensure adherence to service level agreements (SLAs). The ideal candidate will possess a strong technical background, excellent problem-solving skills, and proven leadership capabilities, especially in managing a distributed workforce. Key responsibilities include training and mentoring support staff, developing troubleshooting guides and knowledge base articles, and identifying recurring technical problems to propose long-term solutions. You will also be involved in monitoring team performance, conducting quality assurance reviews, and fostering a collaborative and supportive team environment. This remote position requires exceptional communication skills, the ability to remain calm under pressure, and a deep understanding of customer service best practices. You will be the primary point of escalation for complex technical issues and will work closely with engineering and product development teams to report bugs and suggest product improvements. This is an excellent opportunity for a motivated individual to shape the direction of our technical support function and drive continuous improvement in customer experience, all within a fully remote setup. The ability to manage and motivate a team across different time zones and maintain high levels of productivity and morale is crucial. You will be instrumental in defining and refining support processes to enhance efficiency and customer loyalty. A proactive approach to identifying training needs and implementing solutions will be highly valued.
Responsibilities:
Responsibilities:
- Lead and manage a remote team of technical support specialists.
- Oversee daily support operations and manage ticket resolution.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction goals.
- Provide technical guidance and mentorship to support staff.
- Develop and maintain troubleshooting guides and knowledge base articles.
- Identify trends in technical issues and propose solutions.
- Conduct quality assurance reviews of support interactions.
- Serve as the point of escalation for complex technical problems.
- Collaborate with engineering and product teams to report issues and suggest improvements.
- Foster a positive and productive remote team environment.
- Monitor team performance and implement performance improvement plans.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 3+ years of experience in technical support, with at least 1 year in a lead or supervisory role.
- Strong technical aptitude and troubleshooting skills across various software and hardware platforms.
- Proven experience in managing remote teams and operations.
- Excellent communication, interpersonal, and customer service skills.
- Proficiency in using helpdesk software and CRM systems.
- Ability to develop and deliver effective training.
- Strong analytical and problem-solving abilities.
- Ability to work independently and manage multiple priorities.
- Understanding of ITIL best practices is a plus.
This advertiser has chosen not to accept applicants from your region.
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Remote Lead Field Service Technician - Technical Support
Posted 11 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.
This advertiser has chosen not to accept applicants from your region.
5
Remote Technical Support Specialist (Installation & Maintenance)
Posted 8 days ago
Job Viewed
Job Description
Our client is a leading provider of sophisticated industrial equipment and requires a highly skilled Remote Technical Support Specialist focused on installation and maintenance. This is a fully remote position, demanding a deep understanding of electromechanical systems and troubleshooting expertise. You will be the first line of support for clients experiencing issues with the installation, operation, or maintenance of our client's products. Your role involves diagnosing technical problems via phone, email, and remote desktop access, providing clear, concise, and effective solutions. You will guide clients through complex troubleshooting procedures, assist with preventative maintenance scheduling, and escalate issues when necessary to senior engineering teams. The ideal candidate possesses exceptional problem-solving skills, patience, and a customer-centric approach, combined with a strong technical aptitude.
Responsibilities:
Responsibilities:
- Provide remote technical assistance to customers regarding product installation, operation, and maintenance.
- Diagnose and resolve hardware and software issues related to our client's equipment.
- Guide customers through step-by-step troubleshooting processes via phone, email, and remote support tools.
- Document all customer interactions, issues, and resolutions accurately in the support system.
- Identify recurring technical issues and provide feedback to the product development and engineering teams.
- Assist in creating and updating technical documentation, FAQs, and knowledge base articles.
- Advise customers on best practices for equipment maintenance and preventative care.
- Escalate complex technical problems to appropriate internal departments for resolution.
- Ensure high levels of customer satisfaction through prompt and efficient support.
- Stay up-to-date with product updates, technical specifications, and support procedures.
- Associate's or Bachelor's degree in Electrical Engineering, Mechanical Engineering, Computer Science, or a related technical field.
- Minimum of 4 years of experience in technical support, installation, or maintenance of complex machinery or equipment.
- Proven ability to troubleshoot and diagnose electromechanical systems.
- Proficiency with remote support tools and ticketing systems.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Strong analytical and problem-solving capabilities.
- Ability to work independently and manage time effectively in a remote work environment.
- Familiarity with diagnostic software and hardware tools.
- Customer-focused attitude with a dedication to resolving issues.
- Flexibility to work occasional off-hours or weekends if required by support schedules.
This advertiser has chosen not to accept applicants from your region.
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6
Lead Remote Technical Support Specialist (Installation & Maintenance)
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a highly skilled Lead Remote Technical Support Specialist to join their dynamic team. This is a fully remote position, perfect for an individual who excels in guiding technical teams and resolving complex installation and maintenance issues from a distance. You will be the primary point of contact for escalated technical challenges related to product installation, configuration, and ongoing maintenance across various client sites. Your responsibilities will include developing comprehensive troubleshooting guides, remote diagnostic procedures, and training modules for field technicians and end-users. You will leverage remote monitoring tools and diagnostic software to identify and resolve hardware and software issues before they impact operations. This role requires a strong ability to effectively communicate technical solutions verbally and in writing to both technical and non-technical audiences. You will mentor and provide guidance to junior support specialists, fostering a culture of continuous learning and exceptional customer service. Proactively identifying trends in technical issues and recommending product improvements or preventative maintenance strategies will be crucial. You will also be involved in creating and updating knowledge base articles and best practice documentation. Collaboration with engineering and product development teams to feedback field issues and contribute to product enhancements is expected. The ideal candidate possesses a deep understanding of electromechanical systems, network infrastructure, and common diagnostic tools. Exceptional problem-solving skills, patience, and a passion for delivering outstanding technical support in a remote environment are essential. A proven track record of leading technical support teams and successfully resolving complex installation and maintenance problems remotely is required.
This advertiser has chosen not to accept applicants from your region.
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Remote Technical Support Specialist
Posted 22 days ago
Job Viewed
Job Description
Our client is seeking a proactive and customer-focused Remote Technical Support Specialist to join their dedicated IT team. In this role, you will be the primary point of contact for users experiencing technical difficulties with hardware, software, or network issues. You will provide timely and effective solutions through various communication channels, ensuring minimal disruption to operations. This position offers a hybrid work model, combining the flexibility of remote work with occasional in-office collaboration, based in **Garissa, Garissa, KE**. You will troubleshoot a wide range of technical problems, escalate complex issues, and contribute to knowledge base articles.
Key Responsibilities:
Key Responsibilities:
- Provide first-level technical support to users experiencing hardware, software, and network connectivity issues via phone, email, and chat.
- Diagnose and resolve technical problems efficiently and accurately.
- Install, configure, and maintain computer hardware and software.
- Guide users through step-by-step solutions for technical challenges.
- Escalate unresolved issues to senior technical staff or relevant departments.
- Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
- Contribute to the creation and maintenance of a comprehensive knowledge base.
- Assist with user account management and access control.
- Proactively identify potential IT issues and suggest preventative measures.
- Participate in regular team meetings, both virtual and in-person, for updates and training.
- Ensure a high level of customer satisfaction through professional and efficient support.
- Maintain security protocols and data integrity during all support activities.
- Assist in the onboarding of new employees with IT setup.
- Stay updated on the latest technologies and IT support best practices.
- Collaborate effectively with team members in a hybrid work environment.
- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Proven experience (at least 2 years) in a technical support or helpdesk role.
- Strong knowledge of computer hardware, operating systems (Windows, macOS), and common software applications (Microsoft Office Suite, G Suite).
- Familiarity with network troubleshooting (TCP/IP, DNS, DHCP) and troubleshooting common connectivity issues.
- Excellent problem-solving and analytical skills.
- Exceptional communication and customer service skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk).
- Ability to work independently and manage time effectively, as well as collaborate within a team.
- Adaptability to learn new technologies and processes quickly.
- Must be comfortable with a hybrid work arrangement, including occasional on-site presence in **Garissa, Garissa, KE**.
- A positive attitude and a passion for helping others.
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8
Lead Field Service Technician (Remote Technical Support)
Posted 21 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Lead Field Service Technician to provide advanced remote technical support and guidance for installation and maintenance operations. This role is crucial for ensuring the efficient and effective resolution of complex technical issues, troubleshooting installation challenges, and guiding on-site technicians through intricate maintenance procedures. The ideal candidate will possess deep technical expertise in a relevant field, strong problem-solving skills, and exceptional communication abilities, particularly in conveying technical information clearly and concisely in a remote setting. You will serve as the primary point of escalation for challenging technical problems, leveraging remote diagnostic tools and virtual collaboration.
Key Responsibilities:
Key Responsibilities:
- Provide expert remote technical support and troubleshooting for installation, maintenance, and repair of complex equipment and systems.
- Guide and mentor junior field service technicians remotely, assisting them in diagnosing and resolving difficult technical issues.
- Develop and update technical documentation, including installation manuals, troubleshooting guides, and best practice advisories.
- Analyze service reports and customer feedback to identify recurring issues and areas for product or process improvement.
- Utilize remote diagnostic tools, software, and communication platforms to effectively assess and resolve technical problems.
- Conduct remote training sessions for field technicians and customers on equipment operation, maintenance, and troubleshooting.
- Collaborate with engineering and product development teams to relay field feedback and contribute to product enhancements.
- Ensure all remote support activities are logged accurately and efficiently in the service management system.
- Maintain up-to-date knowledge of product lines, industry best practices, and emerging technologies.
- Escalate critical issues to appropriate internal stakeholders when necessary.
- Associate's or Bachelor's degree in Electrical Engineering, Mechanical Engineering, Electronics, or a related technical field.
- A minimum of 7-9 years of progressive experience in field service, technical support, or maintenance roles, with a significant focus on complex systems.
- Proven ability to troubleshoot and resolve advanced technical problems remotely.
- In-depth knowledge of installation and maintenance procedures for electromechanical systems, industrial equipment, or similar technologies.
- Excellent diagnostic skills and proficiency with testing equipment and remote diagnostic tools.
- Exceptional verbal and written communication skills, with the ability to clearly explain complex technical concepts to various audiences in a remote environment.
- Strong interpersonal and leadership skills, with the ability to mentor and guide remote teams.
- Proficiency with CRM and remote support software.
- Ability to work independently, manage time effectively, and handle high-pressure situations in a remote setting.
- A proactive and customer-centric approach to problem-solving.
- Familiarity with the types of installations and maintenance required in the region of Nyeri, Nyeri, KE would be an advantage.
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