2,773 Senior Customer Service Technical Support Specialist Remote jobs in Kenya
Senior Customer Support Team Lead - Technical (Remote)
Posted 23 days ago
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Job Description
Our client, a rapidly growing SaaS company, is seeking a motivated and experienced Senior Customer Support Team Lead to manage and elevate their technical support operations. This is a fully remote position, allowing you to lead a high-performing team from anywhere in the world. You will be responsible for ensuring exceptional customer service, driving team performance, and resolving complex technical issues for a diverse client base. The ideal candidate is a natural leader with a strong technical aptitude, excellent problem-solving skills, and a passion for customer success.
Responsibilities:
Responsibilities:
- Lead, coach, and mentor a team of technical support specialists, fostering a positive and productive work environment.
- Manage daily operations of the customer support team, including scheduling, workload distribution, and performance monitoring.
- Ensure timely and effective resolution of customer inquiries and technical issues via multiple channels (email, chat, phone).
- Develop and implement strategies to improve customer satisfaction, reduce response times, and enhance first-contact resolution rates.
- Analyze support metrics and trends to identify areas for improvement and implement corrective actions.
- Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Collaborate with product development and engineering teams to address product bugs and provide customer feedback.
- Train new team members and conduct ongoing training sessions on products, processes, and best practices.
- Handle escalated customer issues and act as a point of escalation for complex technical problems.
- Contribute to the continuous improvement of support processes and tools.
- Ensure adherence to service level agreements (SLAs) and company quality standards.
- Champion customer advocacy within the organization.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in customer support, with at least 2 years in a team lead or supervisory role, preferably in a technical or SaaS environment.
- Strong technical aptitude and troubleshooting skills, with the ability to understand complex software applications.
- Proven experience in managing and motivating remote teams.
- Excellent communication, interpersonal, and customer service skills.
- Proficiency in using helpdesk software (e.g., Zendesk, Intercom, Salesforce Service Cloud) and CRM systems.
- Experience developing and maintaining knowledge bases.
- Ability to analyze data, identify trends, and make data-driven decisions.
- Strong problem-solving and conflict-resolution skills.
- Adaptable and able to thrive in a fast-paced, dynamic, and remote work environment.
- Familiarity with ITIL best practices is a plus.
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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.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Service & Technical Helpdesk Specialist (Remote)
Posted 7 days ago
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Job Description
Our client is seeking a highly experienced and empathetic Senior Customer Service & Technical Helpdesk Specialist to join their remote-first team. This role is crucial in ensuring our customers receive exceptional support for our advanced software solutions. You will act as a senior point of contact, handling complex technical inquiries, guiding customers through intricate troubleshooting processes, and providing solutions that exceed expectations. The ability to diagnose and resolve issues efficiently, often requiring deep technical knowledge, is paramount.
Key responsibilities include managing a high volume of inbound customer interactions across multiple channels (phone, email, chat), performing in-depth technical diagnostics, documenting all customer interactions meticulously in our CRM system, and identifying trends in support requests to provide feedback for product development and process improvements. You will also be responsible for mentoring junior support specialists, contributing to training materials, and maintaining the integrity of our knowledge base. This role requires a proactive approach to problem-solving and a commitment to continuous learning in a rapidly evolving technological landscape.
The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, with a minimum of 5 years of progressive experience in technical customer support and helpdesk operations. Proven expertise in troubleshooting complex software issues, familiarity with various operating systems and network protocols, and experience with advanced CRM and ticketing systems are essential. Exceptional communication, active listening, and conflict-resolution skills are required, along with the ability to thrive in a fully remote, fast-paced environment.
Responsibilities:
Key responsibilities include managing a high volume of inbound customer interactions across multiple channels (phone, email, chat), performing in-depth technical diagnostics, documenting all customer interactions meticulously in our CRM system, and identifying trends in support requests to provide feedback for product development and process improvements. You will also be responsible for mentoring junior support specialists, contributing to training materials, and maintaining the integrity of our knowledge base. This role requires a proactive approach to problem-solving and a commitment to continuous learning in a rapidly evolving technological landscape.
The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, with a minimum of 5 years of progressive experience in technical customer support and helpdesk operations. Proven expertise in troubleshooting complex software issues, familiarity with various operating systems and network protocols, and experience with advanced CRM and ticketing systems are essential. Exceptional communication, active listening, and conflict-resolution skills are required, along with the ability to thrive in a fully remote, fast-paced environment.
Responsibilities:
- Provide advanced technical support and customer service for sophisticated software products.
- Diagnose, troubleshoot, and resolve complex technical issues reported by customers.
- Manage inbound customer inquiries via phone, email, and live chat with professionalism and efficiency.
- Document all customer interactions, technical issues, and resolutions in the CRM/ticketing system.
- Train and mentor junior customer support and helpdesk staff.
- Develop and update technical documentation, FAQs, and knowledge base articles.
- Identify recurring technical issues and provide feedback to the product development team.
- Collaborate with engineering and product teams to resolve escalated issues.
- Ensure high customer satisfaction rates through proactive and effective problem-solving.
- Maintain a deep understanding of our product suite and industry best practices.
- Bachelor's degree in Computer Science, IT, or a related technical field.
- Minimum of 5 years of experience in technical support, helpdesk, or customer service roles.
- Demonstrated expertise in diagnosing and resolving complex software and hardware issues.
- Strong knowledge of operating systems, network protocols, and common IT infrastructure.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Strong problem-solving, analytical, and critical thinking skills.
- Ability to work independently and manage time effectively in a remote setting.
- Customer-centric mindset with a passion for delivering exceptional service.
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5
Lead Field Service Technician - Remote Technical Lead
Posted 19 days ago
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Job Description
Our client is looking for a motivated and skilled Lead Field Service Technician to provide remote technical leadership and support for complex installations and maintenance operations. This is a fully remote position, allowing you to guide and manage technical teams from anywhere. The role involves providing expert remote troubleshooting for equipment malfunctions, overseeing the implementation of preventative maintenance schedules, and offering technical guidance to on-site technicians. You will be responsible for diagnosing issues, recommending solutions, and ensuring the efficient and effective resolution of technical challenges. The ideal candidate will have a comprehensive understanding of mechanical, electrical, and hydraulic systems common in industrial settings. Strong problem-solving skills, excellent communication abilities, and the capacity to clearly articulate technical procedures and solutions are essential. Experience with diagnostic tools, schematics interpretation, and technical documentation is required. A proven track record of successful technical support and team leadership is highly desirable. While the equipment and projects are based in and around **Embu, Embu, KE**, your role will be entirely remote, ensuring operational continuity and providing high-level technical oversight. A technical degree or equivalent certification in a relevant field, coupled with at least 5 years of hands-on field service experience and experience in a lead or supervisory capacity, is required. This position is ideal for a results-oriented professional who excels in a remote work environment, can effectively manage and mentor a distributed team, and is dedicated to maintaining optimal equipment performance through remote expertise. We are seeking individuals who can provide critical technical direction and support from a distance, ensuring the highest standards of service and reliability.
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Senior Field Service Technician (Remote Technical Lead)
Posted 23 days ago
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Job Description
Our client, a global leader in industrial equipment manufacturing, is seeking a highly experienced Senior Field Service Technician to serve as a Remote Technical Lead. In this critical, fully remote position, you will provide expert guidance and support to on-site technicians and clients worldwide, troubleshooting complex equipment malfunctions and ensuring optimal performance. You will leverage your extensive technical knowledge and problem-solving skills to diagnose issues remotely, develop repair strategies, and mentor field personnel. The ideal candidate possesses a deep understanding of mechanical, electrical, and software systems related to industrial machinery, coupled with exceptional communication and leadership abilities. Your role will be instrumental in minimizing downtime, enhancing customer satisfaction, and maintaining the high standards of service our client is known for, all managed through a remote interface.
Responsibilities:
Responsibilities:
- Provide remote technical assistance and expertise to field service technicians and customers troubleshooting complex equipment issues.
- Diagnose mechanical, electrical, and software-related problems using remote diagnostic tools and techniques.
- Develop detailed repair plans and procedures for field technicians to follow.
- Mentor and train field service technicians on advanced troubleshooting and repair methodologies.
- Analyze service reports and equipment performance data to identify root causes of recurring issues and recommend preventative measures.
- Create and update technical documentation, service manuals, and troubleshooting guides.
- Collaborate with the engineering and product development teams to provide feedback on equipment design and reliability.
- Manage the escalation of complex issues, ensuring timely and effective resolution.
- Maintain a comprehensive understanding of the company's product line and service offerings.
- Contribute to the development and implementation of remote support strategies and technologies.
- Ensure adherence to safety protocols and company service standards during all remote guidance.
- Act as a primary technical point of contact for critical client issues requiring advanced remote intervention.
- Associate's 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, specializing in industrial equipment.
- Proven expertise in diagnosing and repairing complex mechanical, electrical, and control systems.
- Strong understanding of PLCs, VFDs, and industrial networking protocols.
- Demonstrated ability to interpret engineering drawings, schematics, and technical manuals.
- Excellent problem-solving and analytical skills.
- Exceptional communication, interpersonal, and leadership skills, with the ability to effectively guide remote teams.
- Proficiency with remote diagnostic and collaboration tools.
- Ability to work independently and manage multiple support cases simultaneously in a remote setting.
- Experience with specific industrial machinery relevant to our client's product lines is highly preferred.
- Commitment to maintaining high standards of service and customer satisfaction.
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Senior Field Service Installation Technician - Remote Technical Lead
Posted 23 days ago
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Job Description
Our client is seeking a highly experienced Senior Field Service Installation Technician to take on a remote technical leadership role. This position is fully remote, focused on providing remote guidance, support, and oversight for installation and maintenance projects across various client sites. You will be the primary point of contact for on-site technicians, offering expert advice, troubleshooting complex technical issues, and ensuring adherence to installation protocols and quality standards. Your responsibilities will include developing detailed installation procedures, creating technical documentation, and conducting remote training sessions for field teams. You will utilize remote diagnostic tools, video conferencing, and other digital platforms to monitor project progress and resolve challenges effectively. A key part of your role involves analyzing field reports, identifying recurring issues, and recommending process improvements to enhance efficiency and reduce service call-backs. The ideal candidate will possess extensive hands-on experience in installing and maintaining complex equipment or systems, strong diagnostic and troubleshooting skills, and a thorough understanding of best practices in field service operations. Excellent communication, leadership, and problem-solving abilities are crucial for guiding remote teams and interacting with clients. As a remote Technical Lead, you must be highly self-disciplined, organized, and adept at managing multiple projects simultaneously using virtual collaboration tools. This role is essential for ensuring the successful and efficient deployment of our solutions. Your technical leadership will be vital for projects that may arise in or impact the service area of **Kakamega, Kakamega, KE**, and beyond.
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Remote Customer Support Lead & Technical Support Specialist
Posted 22 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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