4,243 Remote Technical Support Specialist jobs in Kenya
Remote HVAC Technician - Technical Support Specialist
Posted 6 days ago
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Job Description
Our client, a leading provider of industrial equipment and maintenance services, is looking for a highly skilled and experienced Remote HVAC Technician to join their technical support division. This position is entirely remote, allowing you to utilize your extensive knowledge of heating, ventilation, and air conditioning systems to provide expert assistance to clients and field technicians nationwide. You will be responsible for diagnosing complex HVAC issues remotely, guiding on-site personnel through troubleshooting procedures, and recommending appropriate repair or replacement strategies. Your role will involve analyzing diagnostic data, interpreting technical manuals, and communicating technical information clearly and concisely through various remote channels, including phone, video conferencing, and specialized support software. The ideal candidate will possess a strong background in HVAC system design, installation, and repair, with at least 5 years of hands-on experience. Relevant certifications (e.g., EPA Section 608) are highly desirable. Exceptional problem-solving abilities, a keen diagnostic eye, and the capacity to explain intricate technical concepts to individuals with varying levels of expertise are crucial. You must be comfortable working independently, managing your workload efficiently, and providing timely support to ensure minimal disruption for clients. A proactive approach to identifying recurring issues and contributing to the development of knowledge base articles and best practice guides will be highly valued. This remote role requires excellent communication and interpersonal skills, along with a deep understanding of HVAC equipment from various manufacturers. Join a company that values technical expertise and offers a flexible, remote work environment. This is a unique opportunity to apply your HVAC skills in a challenging and rewarding support capacity, impacting client satisfaction and operational efficiency. The role is associated with the operational hub of Kakamega, Kakamega, KE .
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Senior Installation & Maintenance Technician (Remote - Technical Support)
Posted 2 days ago
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Job Description
Our client is seeking a highly skilled and experienced Senior Installation & Maintenance Technician to provide expert technical support remotely. This role is crucial for guiding customers and field technicians through complex installation, troubleshooting, and maintenance procedures for our client's specialized equipment and systems. You will be responsible for diagnosing technical issues, developing clear and concise resolution steps, and ensuring customer satisfaction through exceptional remote assistance. As this is a fully remote position, strong diagnostic abilities, excellent communication skills (both written and verbal), and the capacity to work independently and manage support queues effectively are essential.
Responsibilities:
Qualifications:
This is an outstanding opportunity for a seasoned technical expert to leverage their skills in a critical remote support role, contributing significantly to customer success and product reliability. If you excel at problem-solving and thrive in a virtual environment, we encourage you to apply. This role supports technical needs associated with the **Mlolongo, Machakos, KE** region.
Responsibilities:
- Provide advanced technical support to customers and field technicians via phone, email, and remote access tools.
- Diagnose and troubleshoot complex installation, maintenance, and operational issues related to our client's products/systems.
- Develop and document step-by-step troubleshooting guides, repair procedures, and best practices.
- Escalate unresolved issues to engineering or product development teams, providing detailed diagnostic information.
- Train and mentor junior technicians on product knowledge and troubleshooting techniques.
- Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
- Identify recurring technical problems and provide feedback to product management for future improvements.
- Ensure adherence to safety protocols and company policies in all remote support activities.
- Contribute to the continuous improvement of the technical support processes and knowledge base.
- Stay up-to-date with product updates, technical specifications, and industry best practices.
Qualifications:
- Associate's or Bachelor's degree in a relevant technical field (e.g., Electronics, Mechanical Engineering Technology, Information Technology), or equivalent practical experience.
- Minimum of 5 years of hands-on experience in installation, maintenance, and technical support for complex equipment or systems.
- Proven ability to diagnose and resolve intricate technical problems remotely.
- Strong understanding of electrical, mechanical, or software systems, depending on the client's product line.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Proficiency with remote access tools, ticketing systems (CRM), and common diagnostic software.
- Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced remote environment.
- Customer-focused mindset with a passion for problem-solving and delivering high-quality support.
- Experience in training or mentoring technical staff is a significant plus.
- Must possess a reliable high-speed internet connection and a dedicated, quiet workspace.
This is an outstanding opportunity for a seasoned technical expert to leverage their skills in a critical remote support role, contributing significantly to customer success and product reliability. If you excel at problem-solving and thrive in a virtual environment, we encourage you to apply. This role supports technical needs associated with the **Mlolongo, Machakos, KE** region.
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Lead Automotive Diagnostic Technician - Remote Technical Support
Posted 21 days ago
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Job Description
Our client, a global leader in automotive technology, is looking for a skilled and experienced Lead Automotive Diagnostic Technician to provide remote technical support. In this role, you will be the primary point of contact for complex vehicle diagnostic issues, offering expert guidance to dealership technicians and service centers worldwide. This position operates on a remote-first basis, allowing you to leverage your deep understanding of automotive systems from your home office. Your responsibilities will include analyzing diagnostic data, interpreting fault codes, and recommending precise repair procedures for a wide range of vehicle makes and models. You will collaborate closely with engineering and product development teams to identify recurring issues and provide feedback for future product improvements. This role requires exceptional problem-solving skills and the ability to explain intricate technical concepts clearly and concisely to individuals with varying levels of technical expertise. You will develop and maintain a knowledge base of common issues and solutions, contributing to training materials for service personnel. The ideal candidate will have extensive hands-on experience with modern diagnostic equipment, scan tools, and vehicle communication interfaces. Proficiency in interpreting electrical schematics and mechanical diagrams is essential. You should possess a strong understanding of powertrain, chassis, electrical, and infotainment systems. This is a unique opportunity to utilize your diagnostic expertise in a challenging and rewarding remote environment, contributing to the seamless operation of vehicles for customers globally. You will be instrumental in ensuring customer satisfaction by enabling efficient and accurate repairs through expert remote consultation.
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Lead Field Service Technician (Remote Technical Support)
Posted 22 days ago
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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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Senior Field Service Technician - Remote Technical Support
Posted 9 days ago
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Job Description
Our client is seeking a highly experienced Senior Field Service Technician to join their fully remote technical support team. In this role, you will be the primary point of contact for advanced troubleshooting and problem resolution for complex industrial equipment, providing remote assistance to on-site field technicians and clients. Your expertise will be critical in diagnosing issues, guiding repairs, and ensuring minimal downtime for critical machinery.
The ideal candidate will possess a deep understanding of electromechanical systems, industrial automation, and diagnostic technologies. You will be adept at interpreting technical manuals, schematics, and diagnostic data to identify root causes of equipment failures. Strong communication skills are essential, as you will guide less experienced technicians through intricate repair processes, conduct virtual training sessions, and document solutions for knowledge base development. This position requires a proactive approach, exceptional problem-solving skills, and the ability to thrive in an independent, remote work environment.
Key Responsibilities:
Qualifications:
The ideal candidate will possess a deep understanding of electromechanical systems, industrial automation, and diagnostic technologies. You will be adept at interpreting technical manuals, schematics, and diagnostic data to identify root causes of equipment failures. Strong communication skills are essential, as you will guide less experienced technicians through intricate repair processes, conduct virtual training sessions, and document solutions for knowledge base development. This position requires a proactive approach, exceptional problem-solving skills, and the ability to thrive in an independent, remote work environment.
Key Responsibilities:
- Provide remote expert technical support and troubleshooting for a range of industrial equipment.
- Guide field service technicians through complex diagnostic procedures and repair processes via phone, video conferencing, and remote access tools.
- Analyze equipment performance data, error logs, and customer feedback to identify trends and recurring issues.
- Develop and document clear, concise troubleshooting guides, repair procedures, and technical bulletins.
- Conduct virtual training sessions for field technicians and customer support staff.
- Collaborate with engineering and product development teams to provide feedback on product performance and potential improvements.
- Manage service requests and ensure timely resolution of technical issues.
- Maintain accurate records of service interactions, resolutions, and equipment history.
- Stay current with product updates, technical advancements, and industry best practices.
- Contribute to the continuous improvement of remote support processes and tools.
Qualifications:
- Technical degree or certification in a relevant field (e.g., Electrical Engineering Technology, Mechanical Engineering Technology, Industrial Automation).
- Minimum of 5-8 years of experience in field service, technical support, or a similar role, with a strong focus on industrial equipment.
- Proficiency in diagnosing and repairing complex electromechanical systems.
- Experience with PLCs, VFDs, and industrial control systems is highly desirable.
- Excellent troubleshooting and problem-solving skills.
- Strong verbal and written communication skills, with the ability to articulate technical information clearly and concisely.
- Experience with remote diagnostic tools and software.
- Ability to work independently and manage time effectively in a remote setting.
- Customer-focused mindset with a commitment to providing excellent service.
This advertiser has chosen not to accept applicants from your region.
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Senior Field Service Technician - Remote Technical Support Lead
Posted 23 days ago
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Job Description
Our client is seeking a highly skilled Senior Field Service Technician to join their technical operations team in a fully remote capacity. This role is critical for providing advanced remote technical support, troubleshooting, and guidance to on-site field teams and clients. The ideal candidate will possess extensive experience in diagnosing and resolving complex mechanical, electrical, or IT issues across a range of equipment and systems. You will be responsible for leveraging remote diagnostic tools, creating technical documentation, training junior technicians, and ensuring the efficient resolution of service issues. The ability to work autonomously, communicate technical information clearly, and manage a caseload of complex problems remotely is paramount.
Responsibilities:
Qualifications:
Responsibilities:
- Provide expert-level remote technical support and troubleshooting for complex equipment issues.
- Diagnose mechanical, electrical, and/or software problems using remote diagnostic tools and techniques.
- Develop and maintain comprehensive technical documentation, including manuals, guides, and troubleshooting procedures.
- Train and mentor junior field service technicians on advanced diagnostic and repair methods.
- Collaborate with engineering and product development teams to identify product improvements and solutions.
- Manage service requests, prioritize urgent issues, and ensure timely resolution.
- Conduct remote quality assurance checks on service work performed by field teams.
- Stay updated on product specifications, service bulletins, and new technologies.
- Escalate complex issues to higher-level support or engineering teams when necessary.
- Provide remote guidance and support during installations, maintenance, and repair operations.
- Analyze service data to identify trends and areas for operational improvement.
- Ensure adherence to safety protocols and company service standards.
- Communicate effectively with clients and internal stakeholders regarding service status and resolutions.
Qualifications:
- Associate's or Bachelor's degree in Mechanical Engineering, Electrical Engineering, Computer Science, or a related technical field.
- A minimum of 5-7 years of experience as a field service technician or in a similar technical support role.
- Proven expertise in diagnosing and repairing complex systems (specify relevant industry, e.g., industrial machinery, IT hardware, medical devices).
- Proficiency with remote diagnostic software and tools.
- Strong understanding of electronic and mechanical principles.
- Excellent analytical, problem-solving, and critical-thinking skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Demonstrated ability to work independently, manage time effectively, and meet deadlines in a remote environment.
- Experience in creating technical documentation and training materials.
- Relevant certifications in specific equipment or technologies are highly desirable.
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Senior Field Service Technician - Remote Technical Support Specialist
Posted 5 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.
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6
Senior HVAC Technician - Remote Technical Support Specialist
Posted 16 days ago
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Job Description
Our client is seeking a skilled and experienced Senior HVAC Technician to join their remote technical support team. This is a fully remote position, allowing you to provide expert guidance and support from your home office. As a Remote Technical Support Specialist, you will be responsible for assisting customers and field technicians with complex troubleshooting, diagnostics, and repair guidance for a wide range of HVAC systems. You will leverage remote diagnostic tools, video conferencing, and detailed technical documentation to provide effective solutions. The ideal candidate will have extensive hands-on experience with various HVAC equipment, a strong understanding of refrigeration cycles, electrical systems, and control systems, and excellent communication and problem-solving skills. Responsibilities include: Providing remote technical support to customers and on-site technicians experiencing issues with HVAC equipment; Diagnosing complex HVAC problems using remote diagnostic tools and troubleshooting methodologies; Guiding users through repair procedures, maintenance tasks, and system checks; Analyzing technical issues and identifying root causes; Documenting technical issues, solutions, and customer feedback in a support ticketing system; Developing and updating technical documentation, troubleshooting guides, and FAQs; Collaborating with product development and engineering teams to relay customer feedback and suggest product improvements; Providing training and mentorship to junior support staff in a remote setting; Staying current with advancements in HVAC technology and best practices. Qualifications: A relevant trade certification (e.g., NTC, HVAC Technician Diploma) or equivalent experience; Minimum of 7 years of hands-on experience as an HVAC Technician, with a strong focus on commercial and residential systems; Proven experience in troubleshooting and repairing a wide variety of HVAC equipment, including AC units, furnaces, chillers, and ventilation systems; Solid understanding of refrigeration cycles, electrical schematics, control systems (BMS), and air balancing; Excellent diagnostic skills and the ability to interpret technical manuals and diagrams; Strong verbal and written communication skills, with the ability to explain technical concepts clearly; Proficiency in using remote support tools and software; Ability to work independently, manage time effectively, and prioritize tasks in a remote environment. This is a fantastic opportunity to utilize your expertise from Mombasa, Mombasa, KE .
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Remote Customer Success Advocate - Technical Support
Posted 15 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Customer Success Advocate to provide exceptional remote technical support. This position is integral to ensuring our users have a seamless experience with our products and services. As a remote-first team member, you will be the primary point of contact for customers experiencing technical challenges, offering timely and effective solutions through various communication channels including chat, email, and phone. You will delve into complex issues, troubleshoot software and hardware problems, and guide users through resolutions, ensuring a high level of customer satisfaction. The role requires a proactive approach to identifying recurring issues and contributing to the knowledge base with comprehensive solutions.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries and technical issues via remote channels promptly and professionally.
- Diagnose and resolve software and hardware problems, guiding users through step-by-step solutions.
- Escalate complex issues to senior support teams or relevant departments when necessary.
- Document all customer interactions and resolutions in the CRM system accurately.
- Contribute to the creation and maintenance of a comprehensive knowledge base and FAQs.
- Provide feedback to product development teams on recurring issues and potential improvements.
- Proactively engage with customers to ensure their needs are met and to enhance their overall experience.
- Stay updated on product features, updates, and industry best practices.
- Identify opportunities to upsell or cross-sell services based on customer needs and interactions.
Qualifications:
- Proven experience in a customer service or technical support role.
- Strong understanding of common software and hardware troubleshooting techniques.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Proficiency with CRM software and remote support tools.
- Ability to multitask and manage time effectively in a fast-paced remote environment.
- A patient and customer-centric attitude.
- Experience in the (specific industry relevant to the fictional client) sector is a plus.
- High school diploma or equivalent; technical certifications are advantageous.
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Remote Customer Support Lead & Technical Support Specialist
Posted 21 days ago
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Job Description
Our client is looking for a highly experienced and customer-centric Remote Customer Support Lead & Technical Support Specialist to manage and enhance their customer service operations. This vital role will involve leading a remote support team, resolving complex technical issues, and ensuring an exceptional customer experience across all touchpoints. You will be responsible for setting support standards, training team members, and acting as a point of escalation for challenging customer queries. The ideal candidate possesses a deep understanding of technical support principles, strong leadership qualities, and a passion for delivering outstanding customer service in a virtual environment.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a remote customer support team, fostering a high-performance culture.
- Develop and implement customer support policies, procedures, and best practices.
- Provide advanced technical support and troubleshooting for customer inquiries related to the company's products or services.
- Act as a primary point of escalation for complex customer issues, ensuring timely and satisfactory resolution.
- Monitor customer support metrics (e.g., response times, resolution rates, customer satisfaction) and identify areas for improvement.
- Train and onboard new customer support representatives, ensuring they are equipped with the necessary skills and knowledge.
- Develop and maintain a comprehensive knowledge base of support documentation and FAQs.
- Gather customer feedback and insights to inform product development and service improvements.
- Collaborate with other departments (e.g., product, engineering) to address customer issues and advocate for customer needs.
- Ensure consistent and high-quality customer service delivery across all communication channels (email, chat, phone).
- Manage support ticket queues and ensure efficient workflow and prioritization.
- Contribute to the development of customer self-service resources.
- Stay updated on product updates and industry best practices in customer support and technical assistance.
- Bachelor's degree in a relevant field or equivalent practical experience.
- Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership or lead role.
- Proven experience in resolving complex technical issues and providing advanced troubleshooting.
- Excellent leadership, coaching, and team management skills.
- Strong understanding of customer relationship management (CRM) software and helpdesk platforms.
- Exceptional communication, interpersonal, and active listening skills.
- Ability to remain calm and professional in high-pressure situations.
- Strong analytical and problem-solving abilities.
- Proficiency in using various communication and collaboration tools for remote work.
- Ability to work independently, manage time effectively, and meet performance goals in a remote setting.
- A passion for customer satisfaction and a commitment to excellence in service delivery.
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