2,776 Senior Customer Service Technical Support Specialist jobs in Kenya
Customer Service Team Lead - Technical Support
Posted 6 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology company, is seeking a motivated and experienced Customer Service Team Lead to manage their fully remote technical support team. This role is pivotal in ensuring exceptional customer satisfaction by leading a team of support specialists in resolving technical issues efficiently and effectively. The Team Lead will be responsible for supervising daily operations, providing guidance and training to team members, and handling escalated customer inquiries. You will monitor team performance, implement quality assurance measures, and contribute to the development of support processes and documentation. Key responsibilities include coaching and mentoring customer service representatives, setting performance targets, and fostering a positive and productive team environment. The ideal candidate will have a proven track record in customer service management, preferably within a technical support setting. Strong leadership, communication, and problem-solving skills are essential. You should be adept at de-escalating challenging customer situations and possess a deep understanding of customer service best practices. Proficiency in using CRM software and helpdesk ticketing systems is required. A passion for technology and a commitment to delivering outstanding customer experiences are paramount. This fully remote position offers the flexibility to work from home while leading a high-performing team. Join us in shaping the customer support experience for a leading technology firm, ensuring our clients receive prompt, accurate, and friendly assistance. You will be instrumental in maintaining high standards of service and driving customer loyalty through effective team leadership.
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Senior Customer Service Team Lead - Technical Support
Posted 23 days ago
Job Viewed
Job Description
Our client, a rapidly growing tech company that provides innovative software solutions, is seeking a highly motivated and experienced Senior Customer Service Team Lead to manage their fully remote customer support team. This role is critical in ensuring exceptional customer experiences and driving customer satisfaction for our user base. You will lead, mentor, and develop a team of customer service representatives, fostering a positive and high-performance culture within a virtual environment. Your responsibilities will include overseeing daily support operations, managing ticket queues, ensuring timely resolution of customer inquiries, and analyzing support metrics to identify trends and areas for improvement. The ideal candidate will possess strong leadership capabilities, a deep understanding of customer service best practices, and excellent problem-solving skills. Experience with technical support, particularly for software products, is essential. You will be responsible for training new team members, conducting performance reviews, and implementing strategies to enhance customer retention and loyalty. This position requires outstanding communication skills, empathy, and the ability to de-escalate challenging situations effectively. You will collaborate closely with product development and sales teams to relay customer feedback and contribute to product enhancements. As a fully remote role, you will need to be a self-starter, highly organized, and adept at using virtual collaboration tools to manage your team and drive results. This is an exciting opportunity to lead a dedicated team, shape customer service strategies, and contribute to the success of a dynamic tech company from the convenience of your home office.
Responsibilities:
Responsibilities:
- Lead and manage a remote team of customer service representatives.
- Oversee daily support operations and ensure efficient ticket management.
- Provide training, coaching, and performance feedback to team members.
- Develop and implement strategies to improve customer satisfaction and retention.
- Monitor key performance indicators (KPIs) and generate regular reports.
- Handle escalated customer issues and provide timely resolutions.
- Collaborate with other departments to address customer needs and product feedback.
- Maintain a high level of product knowledge and technical expertise.
- Foster a positive and supportive team environment.
- 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 in managing remote teams.
- Strong understanding of customer service principles and best practices.
- Experience with technical support for software products is highly desirable.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Proficiency in CRM software and helpdesk ticketing systems.
- Ability to analyze data and identify actionable insights.
- Self-motivated, organized, and able to thrive in a remote work environment.
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Senior Customer Service & Technical Support Specialist
Posted 23 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company that provides innovative solutions for businesses worldwide, is seeking an experienced Senior Customer Service & Technical Support Specialist to join their fully remote support team. This role is crucial for ensuring our clients receive exceptional assistance, resolving technical issues efficiently, and fostering customer loyalty. You will be a primary point of contact, providing expert guidance and support to a diverse user base.
The ideal candidate will possess a strong blend of technical aptitude, outstanding communication skills, and a genuine passion for helping others. You will be adept at troubleshooting complex software issues, explaining technical concepts clearly, and de-escalating challenging customer situations. This position requires a proactive approach to problem-solving, meticulous attention to detail, and the ability to work independently and as part of a globally dispersed team. You will handle inquiries via multiple channels, including email, phone, and chat, ensuring timely and satisfactory resolutions that enhance the customer experience.
Key Responsibilities:
Qualifications:
This is an excellent opportunity for a seasoned support professional to contribute to a leading technology company, enjoying the flexibility and convenience of a fully remote position. Our client offers a competitive salary and benefits, along with a supportive and growth-oriented work environment.
The ideal candidate will possess a strong blend of technical aptitude, outstanding communication skills, and a genuine passion for helping others. You will be adept at troubleshooting complex software issues, explaining technical concepts clearly, and de-escalating challenging customer situations. This position requires a proactive approach to problem-solving, meticulous attention to detail, and the ability to work independently and as part of a globally dispersed team. You will handle inquiries via multiple channels, including email, phone, and chat, ensuring timely and satisfactory resolutions that enhance the customer experience.
Key Responsibilities:
- Provide high-level technical support and customer service to clients via phone, email, and chat.
- Troubleshoot and diagnose complex software issues, identifying root causes and implementing effective solutions.
- Guide customers through product features, functionalities, and best practices.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Develop and maintain comprehensive knowledge base articles and FAQs.
- Collaborate with product development and engineering teams to report bugs and suggest product improvements.
- Identify trends in customer inquiries and escalate recurring issues.
- Assist in training new support team members.
- Ensure customer satisfaction by providing timely, accurate, and empathetic support.
- Adhere to service level agreements (SLAs) and key performance indicators (KPIs).
- Stay up-to-date with product updates and industry best practices.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, customer service, or a related role, preferably within the SaaS industry.
- Proven ability to troubleshoot and resolve complex software-related issues.
- Excellent communication, listening, and interpersonal skills.
- Strong understanding of customer service principles and best practices.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to explain technical concepts to non-technical users.
- Strong problem-solving and analytical skills.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
- Patience and a customer-centric attitude.
This is an excellent opportunity for a seasoned support professional to contribute to a leading technology company, enjoying the flexibility and convenience of a fully remote position. Our client offers a competitive salary and benefits, along with a supportive and growth-oriented work environment.
This advertiser has chosen not to accept applicants from your region.
2
Senior Customer Service and Technical Support Specialist
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and dedicated Senior Customer Service and Technical Support Specialist to join their fully remote support team. This vital role requires an individual with exceptional problem-solving abilities, a deep understanding of customer needs, and a commitment to delivering outstanding service. You will be responsible for providing first-line technical assistance, resolving complex customer issues, and contributing to the overall improvement of customer satisfaction.
Key Responsibilities:
This is an excellent opportunity to be a key player in ensuring customer success for our client. If you are passionate about helping others, possess strong technical aptitude, and thrive in an independent, remote work environment, we encourage you to apply. You will be providing crucial support from your home office, connecting with customers globally, and representing our client from Meru, Meru, KE .
Key Responsibilities:
- Respond to customer inquiries and technical issues via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve complex technical problems related to our client's products or services.
- Provide clear, concise, and accurate guidance to customers on product usage and troubleshooting.
- Escalate unresolved issues to appropriate internal teams (e.g., engineering, product development) while ensuring follow-up and resolution.
- Document all customer interactions, issues, and resolutions in the CRM system.
- Develop and maintain a comprehensive knowledge base of product information, common issues, and solutions.
- Train and mentor junior support staff, sharing best practices and expertise.
- Identify trends in customer inquiries and technical issues, providing feedback to product and development teams for continuous improvement.
- Assist in the development and delivery of customer support training materials.
- Proactively identify opportunities to enhance the customer experience and improve support processes.
- Manage customer expectations and ensure a high level of satisfaction with the support provided.
- Stay up-to-date with product updates, new features, and industry best practices in customer support.
- Handle sensitive customer information with discretion and adhere to data privacy policies.
- Participate in team meetings and contribute to a collaborative and supportive work environment.
- Strive to achieve and exceed key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
This is an excellent opportunity to be a key player in ensuring customer success for our client. If you are passionate about helping others, possess strong technical aptitude, and thrive in an independent, remote work environment, we encourage you to apply. You will be providing crucial support from your home office, connecting with customers globally, and representing our client from Meru, Meru, KE .
This advertiser has chosen not to accept applicants from your region.
3
Remote Customer Service & Technical Support Specialist
Posted 23 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Customer Service & Technical Support Specialist to join their team in a fully remote capacity. This role is critical in providing exceptional support to our diverse customer base, resolving inquiries, and troubleshooting technical issues with efficiency and professionalism. The ideal candidate will possess outstanding communication skills, a patient demeanor, and a strong aptitude for problem-solving. You will be the primary point of contact for customers, guiding them through product usage, resolving complaints, and escalating complex issues when necessary. This position requires self-discipline and the ability to manage workload effectively in an independent work environment. Key Responsibilities:
- Responding to customer inquiries via phone, email, and chat in a timely and professional manner.
- Providing first-level technical support and troubleshooting for product-related issues.
- Guiding customers through product features, functionalities, and setup processes.
- Resolving customer complaints and escalating complex issues to appropriate departments.
- Documenting customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
- Identifying patterns in customer issues and providing feedback to product and development teams.
- Educating customers on best practices and how to maximize their use of our products/services.
- Maintaining a high level of customer satisfaction through efficient and effective support.
- Continuously expanding knowledge of the company's products and services.
- Collaborating with team members to share best practices and improve support processes.
- Proven experience in customer service, technical support, or a similar client-facing role.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Patience, empathy, and a customer-centric approach.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively in a remote setting.
- Familiarity with common software applications and operating systems.
- A proactive attitude and eagerness to learn new technologies.
- High school diploma or equivalent; further education or certifications in IT support are a plus.
- Ability to work independently with minimal supervision.
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Service & Technical Support Specialist - Remote
Posted 23 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Senior Customer Service & Technical Support Specialist to join their fully remote support team. In this vital role, you will be the primary point of contact for customers, providing exceptional assistance with product inquiries, troubleshooting technical issues, and ensuring overall customer satisfaction. This position demands outstanding communication skills, deep technical knowledge, and the ability to resolve complex problems efficiently and empathetically in a remote setting.
Key responsibilities include:
The ideal candidate will have a proven track record of success in customer service and technical support, with at least 3 years of experience. Strong technical aptitude and the ability to quickly learn new software and systems are essential. Excellent problem-solving, analytical, and troubleshooting skills are paramount. Outstanding verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users, are required. A patient, empathetic, and customer-centric approach is a must. The ability to work independently, manage time effectively, and thrive in a fast-paced, remote environment is crucial. Proficiency with CRM software and helpdesk ticketing systems is highly desirable. This is an excellent opportunity to grow your career in customer support within a supportive and dynamic remote team.
This remote role provides dedicated support for customers and stakeholders operating in and aroundBungoma, Bungoma, KE .
Key responsibilities include:
- Providing prompt, accurate, and friendly customer support via multiple channels (email, chat, phone).
- Diagnosing and resolving technical issues related to the company's products and services.
- Guiding customers through product features, setup, and troubleshooting processes.
- Escalating complex technical problems to appropriate internal teams and following up to ensure resolution.
- Maintaining a high level of product knowledge and staying updated on new features and updates.
- Documenting customer interactions, issues, and resolutions in the CRM system.
- Identifying trends in customer inquiries and providing feedback to product development and QA teams.
- Contributing to the development and improvement of support resources, such as FAQs and knowledge base articles.
- Acting as a subject matter expert and mentor for junior support representatives.
- Ensuring a positive and professional customer experience at all touchpoints.
The ideal candidate will have a proven track record of success in customer service and technical support, with at least 3 years of experience. Strong technical aptitude and the ability to quickly learn new software and systems are essential. Excellent problem-solving, analytical, and troubleshooting skills are paramount. Outstanding verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users, are required. A patient, empathetic, and customer-centric approach is a must. The ability to work independently, manage time effectively, and thrive in a fast-paced, remote environment is crucial. Proficiency with CRM software and helpdesk ticketing systems is highly desirable. This is an excellent opportunity to grow your career in customer support within a supportive and dynamic remote team.
This remote role provides dedicated support for customers and stakeholders operating in and aroundBungoma, Bungoma, KE .
This advertiser has chosen not to accept applicants from your region.
5
Senior Remote Customer Service & Technical Support Specialist
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Senior Customer Service & Technical Support Specialist to join their fully remote support team. This role is crucial for ensuring our customers receive exceptional assistance and swift resolution to their technical issues. You will be the primary point of contact for customers, providing comprehensive support via phone, email, and chat. The ideal candidate possesses a strong technical aptitude, excellent problem-solving skills, and a passion for delivering outstanding customer experiences. You will handle complex inquiries, troubleshoot software and hardware issues, guide users through product features, and escalate critical problems when necessary. This is a remote-first position, allowing you the flexibility to work from your home office while making a tangible difference in customer satisfaction. Responsibilities include:
Qualifications:
This is an exciting opportunity for a seasoned support professional to join a growing, remote-first company and play a key role in maintaining high customer satisfaction levels. Contribute your expertise and advance your career from the comfort of your home.
- Providing Tier 2 and Tier 3 technical support to customers experiencing issues with our products/services.
- Troubleshooting and diagnosing software, hardware, and network problems.
- Guiding customers through step-by-step solutions for complex technical issues.
- Responding to customer inquiries via phone, email, and live chat in a timely and professional manner.
- Documenting all customer interactions, issues, and resolutions in the CRM system.
- Identifying recurring technical issues and collaborating with product development teams to implement permanent fixes.
- Creating and updating knowledge base articles and troubleshooting guides.
- Providing feedback to improve product usability and customer support processes.
- Assisting with customer onboarding and providing training on product features.
- Escalating unresolved issues to senior management or specialized technical teams.
- Mentoring and supporting junior members of the customer support team.
- Ensuring customer satisfaction through effective communication and problem-solving.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum of 4-6 years of experience in customer service and technical support, preferably in a remote environment.
- Proven ability to troubleshoot complex technical issues across various platforms and operating systems.
- Strong understanding of networking concepts, software applications, and hardware troubleshooting.
- Excellent communication, active listening, and interpersonal skills.
- Demonstrated ability to remain calm and professional under pressure.
- Proficiency with CRM software and helpdesk ticketing systems.
- Experience in creating technical documentation and knowledge base content.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
- A customer-centric approach with a genuine desire to help others.
- Experience supporting SaaS products is a plus.
This is an exciting opportunity for a seasoned support professional to join a growing, remote-first company and play a key role in maintaining high customer satisfaction levels. Contribute your expertise and advance your career from the comfort of your home.
This advertiser has chosen not to accept applicants from your region.
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6
Remote Senior Customer Service & Technical Support Specialist
Posted 8 days ago
Job Viewed
Job Description
Our client is seeking a highly empathetic and technically proficient Senior Customer Service & Technical Support Specialist to provide exceptional support to their valued customers. This position is entirely remote, allowing you to assist clients from the comfort of your home office, while coordinating with support hubs connected to Nyeri, Nyeri, KE . You will be the primary point of contact for resolving customer inquiries, troubleshooting technical issues, and ensuring a seamless customer experience. The ideal candidate has a passion for helping others, excellent communication skills, and a strong aptitude for understanding and explaining technical concepts.
Responsibilities:
Qualifications:
Responsibilities:
- Provide timely and effective customer support via phone, email, chat, and other communication channels.
- Troubleshoot and resolve a wide range of technical issues related to our client's products/services.
- Guide customers through product features, functionalities, and troubleshooting steps.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Identify and escalate complex issues to higher-level support or relevant departments when necessary.
- Contribute to the development of knowledge base articles and FAQs to empower customers and internal teams.
- Gather customer feedback and provide insights to product and development teams for service improvement.
- Ensure customer satisfaction by offering personalized and efficient solutions.
- Maintain a high level of product knowledge and stay updated on new releases and features.
- Handle customer complaints with professionalism and empathy, aiming for first-contact resolution.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 3 years of experience in customer service or technical support roles.
- Demonstrated ability to troubleshoot and resolve technical issues efficiently.
- Excellent verbal and written communication skills, with the ability to articulate technical information clearly.
- Strong active listening and problem-solving skills.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to manage multiple tasks and prioritize effectively in a remote environment.
- Patient, empathetic, and customer-focused attitude.
- Familiarity with (mention specific relevant technology/industry, e.g., SaaS products, mobile applications, hardware troubleshooting) is a plus.
- Must be able to align work schedule and communication with teams associated with Nyeri, Nyeri, KE , while operating remotely.
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Senior Customer Service and Technical Support Specialist (Remote)
Posted 23 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS provider, is seeking a highly skilled and motivated Senior Customer Service and Technical Support Specialist to join their fully remote support team. This role is essential for ensuring exceptional customer satisfaction and providing expert technical assistance to a global client base. You will be responsible for resolving complex customer inquiries, troubleshooting technical issues, and contributing to the continuous improvement of our support processes. The ideal candidate possesses outstanding communication skills, a deep understanding of our product suite, and a passion for helping customers succeed. As a remote-first company, strong self-discipline, excellent time management, and the ability to collaborate effectively through digital channels are crucial.
Responsibilities:
Qualifications:
This is a fully remote opportunity offering a competitive salary, comprehensive benefits, and the chance to be part of a growing, supportive team. If you are passionate about providing exceptional customer experiences and possess strong technical acumen, we encourage you to apply.
Responsibilities:
- Provide high-level technical support and customer service to clients via phone, email, and chat, resolving complex issues promptly and efficiently.
- Troubleshoot and diagnose software-related problems, identifying root causes and implementing effective solutions.
- Guide customers through product features, functionalities, and best practices, ensuring they maximize their use of our platform.
- Escalate unresolved issues to appropriate internal teams (e.g., development, engineering) and track progress to ensure timely resolution.
- Develop and maintain comprehensive documentation, including knowledge base articles, FAQs, and troubleshooting guides.
- Contribute to the training and mentoring of junior support team members.
- Proactively identify trends in customer issues and provide feedback to product development and QA teams for continuous improvement.
- Manage customer relationships, ensuring a high level of satisfaction and retention.
- Participate in product testing and provide feedback on new releases and features.
- Stay up-to-date with product updates, industry best practices, and competitor offerings.
- Adhere to service level agreements (SLAs) and performance metrics.
- Contribute to the development and refinement of support policies and procedures.
- Act as a product expert and advocate for customer needs within the organization.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in customer service and technical support, preferably in a SaaS environment.
- Proven ability to troubleshoot and resolve complex technical issues with software applications.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Strong understanding of CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Proficiency in using remote support tools and collaboration platforms.
- Demonstrated ability to work independently and manage time effectively in a fully remote setting.
- Customer-centric mindset with a strong commitment to customer satisfaction.
- Ability to multitask and manage multiple support cases simultaneously.
- Experience in mentoring or training junior team members is a plus.
- Familiarity with (Specific SaaS product categories, e.g., project management tools, marketing automation) is highly desirable.
- A proactive and problem-solving attitude.
This is a fully remote opportunity offering a competitive salary, comprehensive benefits, and the chance to be part of a growing, supportive team. If you are passionate about providing exceptional customer experiences and possess strong technical acumen, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
8
Senior Field Service Technician - Remote Technical Support Specialist
Posted 5 days ago
Job Viewed
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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