4,579 Senior Customer Experience Manager Technical Support jobs in Kenya

Company Description

Refugee Legal Networks is a non-profit organization based in Kenya, registered under the Companies Act 2015 and accredited by the Law Society of Kenya. We work with refugees, asylum seekers, and related organizations to address their challenges through legal aid, advocacy, research, and empowerment programs. Our efforts include public interest litigation and providing civil and criminal representation on a pro bono basis. Our mission is to support and empower refugees and asylum seekers at both local and national levels.

Role Description

This is a full-time on-premise role for a Law Firm and NGO Receptionist located in Nairobi County, Kenya. The Receptionist will be responsible for managing incoming calls, greeting visitors, and performing clerical duties. Additional responsibilities include providing excellent customer service and ensuring effective communication within the office.

Qualifications

• Proficient in Phone Etiquette and Receptionist Duties
• Strong Clerical and Computer Basic Skills
• Excellent Communication and Customer Service skills
• Ability to manage multiple tasks and prioritize workloads
• Relevant experience in a legal or non-profit setting is a plus
• College diploma or equivalent; additional qualifications are an advantage

• 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.

• 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.

• 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.

• Manage complex and dynamic calendars for multiple legal professionals, scheduling meetings, appointments, and court appearances.
• Coordinate and prepare for client meetings, internal discussions, and other engagements, including booking virtual conference rooms and preparing agendas.
• Draft, proofread, and edit a variety of legal documents, including pleadings, motions, contracts, correspondence, and legal briefs.
• Conduct preliminary legal research using online legal databases and provide summaries of findings.
• Organize and maintain physical and electronic filing systems for case files, client information, and legal documents.
• Assist with document discovery processes, including Bates numbering, organizing, and reviewing documents.
• Handle incoming and outgoing mail, faxes, and emails, prioritizing and responding as appropriate.
• Manage communication with clients, opposing counsel, court staff, and other external parties.
• Process expense reports and manage billing documentation.
• Assist with travel arrangements and logistics for legal professionals.
• Maintain strict confidentiality regarding all client and firm matters.
• Provide general administrative support, including data entry, transcription, and photocopying as needed.
• Stay updated on relevant legal procedures and best practices in legal administration.

• Associate's degree or Bachelor's degree in Legal Studies, Paralegal Studies, Business Administration, or a related field.
• Minimum of 5 years of experience as a Legal Assistant, Paralegal, or Executive Assistant in a legal setting.
• Proficiency in legal terminology, court procedures, and legal document preparation.
• Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and legal practice management software.
• Experience with legal research platforms (e.g., LexisNexis, Westlaw).
• Exceptional organizational, time management, and multitasking skills.
• Strong written and verbal communication skills, with excellent attention to detail and proofreading abilities.
• Ability to work independently and proactively manage tasks in a remote environment.
• High level of discretion and ability to handle sensitive and confidential information.
• A professional and resourceful approach to problem-solving.

• 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.

• 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.

• 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.

• 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.