3,479 Senior Customer Support Engineer Technical Escalations jobs in Kenya

• Leading, coaching, and mentoring a remote helpdesk support team.
• Developing and implementing comprehensive customer support policies and procedures.
• Managing the daily operations of the helpdesk, ensuring timely and effective issue resolution.
• Monitoring and analyzing support metrics to identify areas for improvement.
• Ensuring adherence to service level agreements (SLAs).
• Collaborating with other departments to resolve complex customer issues.
• Managing the helpdesk ticketing system and associated tools.
• Developing training materials and conducting training for support staff.
• Gathering customer feedback and implementing improvements.
• Maintaining a high level of customer satisfaction.

• 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.

• 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.

Overview

Influx is a growing and profitable startup that delivers on-demand, 24/7 customer support to high-performing tech companies and global brands. Headquartered in Australia and powered by a team of 1000+ professionals worldwide, we pride ourselves on delivering fast, flexible, and scalable support that meets our clients' exacting standards - every day of the year.

We are currently seeking a highly motivated Support Agent to join our team for a new client project in the e-commerce sector. This is an exciting opportunity to work with a dynamic and innovative brand, providing technical assistance and ensuring a seamless customer experience.

About the role

As a Technical Support Agent, you will be the first point of contact for customers, troubleshooting a wide range of complex issues that arise in online commerce. You'll be working on a unique blend of customer service and light technical tasks to ensure smooth operations for our clients.

In this role, you will:

• Respond to customer inquiries via email, chat, and other communication channels.
• Troubleshoot and resolve a wide range of issues which on the "hard" end of the spectrum involve debugging APIs and web platforms ("stripe", "shopify" and so on)
• Log and manage support tickets with a high degree of conscientiousness and attention to detail.
• Maintain a clear understanding of the client's business and operating model (e.g., e-commerce, shipping systems) to effectively address issues.
• Collaborate with internal teams to escalate complex issues as needed.

What You'll Need

Technical Competencies:

• Proven experience understanding and troubleshooting complex problems and systems
• Familiarity with using
  Postman for API troubleshooting
  is a plus.
• Ability to
  read log files
  and
  basic scripting knowledge
  is an advantage.
• Basic
  SQL skills
  are also a nice-to-have.

Soft Skills:

• Excellent English communication (spoken and written)
• Ability to simplify technical explanations
• Patience, empathy, and active listening
• Problem-solving
• Leadership capabilities are a plus.
• We're looking for bright, quick learners with a strong working memory

Work Environment and Setup:

• Reliable and fast internet connection (30 Mbps minimum).
• A quiet and distraction-free workspace.
• Desktop/laptop with 8GB RAM minimum.

What we offer

• Work from home (WFH) arrangement.
• A supportive, collaborative, and high-performance environment at work that supports a life outside work.
• A set of international clients with high standards of excellence.
• An international team.
• Comprehensive training to equip you with the knowledge and skills necessary to excel in the role.
• Plenty of opportunities to learn from, and work with, high-performing colleagues in a fast-paced environment.

Employment type:
Full-time only, 44 hours per week.

How We Operate / Our Values:

• Treat others as you would like to be treated
• Do what you say you're going to do. Show, don't tell
• Prioritize the listener
• Truth seeking

If this sounds interesting to you, join us by clicking on Apply

IMPORTANT NOTES:

• Influx never asks candidates to make any payment throughout the entire recruitment process.
• Successful candidates will be contacted only through email ending with @
  

Job Title: Technical Support Intern

Job Overview:

We are seeking a skilled and customer-focused Technical Support Intern to join our dynamic team. The ideal candidate should have a strong technical background, excellent communication skills, and a passion for providing exceptional customer service. As a Technical Support Intern, you will play a crucial role in assisting customers with technical issues, troubleshooting problems, and ensuring a positive & excellent customer experience.

**Responsibilities:**

1. **Customer Support:**

* Provide prompt and effective technical support to customers via phone, email, or chat.

* Diagnose and troubleshoot technical issues related to software or network connectivity.

2. **Issue Resolution:**

* Investigate and analyze technical problems, identifying root causes and implementing solutions.

* Escalate complex issues to the appropriate internal teams for resolution.

3. **Documentation:**

* Create and maintain detailed documentation, including troubleshooting steps and solutions.

* Contribute to knowledge base articles to assist customers and internal teams.

4. **Communication:**

* Communicate technical information in a clear and understandable manner to both technical and non-technical users.

* Keep customers informed of the status and progress of their technical support requests.

5. **Product Knowledge:**

* Stay updated on product features, enhancements, and updates.

* Provide training to customers on the effective use of products and services.

6. **Quality Assurance:**

* Ensure a high level of customer satisfaction by delivering timely and accurate technical support.

* Participate in quality assurance activities to enhance overall support effectiveness.

7. **System Maintenance:**

* Monitor and maintain server and systems uptime to ensure optimal performance.

* Implement preventive measures to minimize downtime and service interruptions.

8. **Collaboration:**

* Collaborate with internal teams, including development and quality assurance, to resolve complex technical issues.

* Provide feedback on product improvements based on customer interactions.

9. **Continuous Learning:**

* Stay current with industry trends, technologies, and best practices in technical support.

* Attend training sessions and workshops to enhance technical skills.

**Required Skills & Qualifications:**

* Strong troubleshooting and analytical skills

* Excellent verbal and written communication

* Knowledge of networking and software systems

* Proficiency in Linux operating systems and command line

*
Available for 12-hour shifts

* Ability to create and manage emergency protocols during system downtimes

* Experience coordinating urgent responses with relevant stakeholders

* Strong prioritization and crisis management skills

* Customer service oriented

*
Bachelor's degree in Computer Science.

* Knowledge of ticketing systems

* Basic scripting/programming skills

* Strong documentation abilities

* Time management skills

* Ability to work under pressure

• Ability to work independently and collaboratively in a fast-paced environment.
• Customer-focused with a passion for delivering exceptional service.
• Available to work 24/7 with one day off in the week(night and day shift.
• Able to perform other roles as assigned.

Starting pay:

25,000KES

• Respond to customer inquiries and resolve issues promptly and professionally via phone, email, and chat.
• Provide information about products and services.
• Troubleshoot basic technical issues and guide customers through solutions.
• Process orders, returns, and exchanges as needed.
• Maintain accurate customer records and document all interactions.
• Identify and escalate complex issues to senior support staff or relevant departments.
• Follow communication guidelines and company policies.
• Gather customer feedback and report it to management for service improvement.
• Strive to achieve high levels of customer satisfaction and first-contact resolution.
• Assist with customer onboarding and training on product usage.
• Stay up-to-date with product knowledge and company updates.
• Contribute to a positive and collaborative team environment.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Previous experience in customer service or a call center environment is preferred.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patient, empathetic, and customer-centric approach.
• Proficiency in using computers and common software applications.
• Ability to multitask and manage time effectively in a remote setting.
• A reliable internet connection and a quiet workspace.
• Must be legally authorized to work in Kenya.

• 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 advanced technical support to customers via phone, email, and chat, resolving complex issues promptly and professionally.
• Diagnose and troubleshoot hardware, software, and network problems.
• Guide customers through step-by-step solutions for technical difficulties.
• Escalate unresolved issues to appropriate technical teams while maintaining ownership until resolution.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
• Develop and maintain a comprehensive knowledge base of product features, troubleshooting procedures, and common issues.
• Identify trends in customer issues and provide feedback to product development and engineering teams for continuous improvement.
• Train and mentor junior customer service representatives on technical aspects and best practices.
• Contribute to the development and improvement of customer support processes and documentation.
• Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
• Proactively identify opportunities to enhance the customer experience and product usability.

• A Bachelor's degree in Information Technology, Computer Science, or a related technical field.
• A minimum of 4 years of experience in a technical customer support role, with proven experience in diagnosing and resolving complex technical issues.
• Strong understanding of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Experience with CRM software and helpdesk ticketing systems.
• Excellent analytical, problem-solving, and critical thinking skills.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Patience, empathy, and a customer-centric approach.
• Ability to work independently and manage time effectively in a remote environment.
• Experience with remote support tools is a plus.
• Adept at managing challenging customer interactions with professionalism.

• Respond to customer inquiries and provide technical support via phone, email, and chat channels.
• Troubleshoot and resolve a wide range of technical issues related to the company's products or services.
• Guide customers through product setup, usage, and troubleshooting steps.
• Clearly and concisely document customer interactions, issues, and resolutions in the CRM system.
• Escalate complex technical issues to higher-level support teams when necessary.
• Maintain a high level of customer satisfaction by providing timely, accurate, and friendly support.
• Identify patterns in customer issues and provide feedback to product development and quality assurance teams.
• Stay up-to-date with product knowledge and updates to provide accurate information.
• Adhere to company service level agreements (SLAs) and quality standards.
• Contribute to the development and maintenance of help desk knowledge base articles.
• Proactively identify opportunities to improve the customer experience.
• Collaborate with team members to share best practices and solve common issues.
• Handle customer complaints and resolve them professionally and efficiently.
• Ensure a positive and professional demeanor in all customer interactions.
• Assist customers in navigating the company's platform and resources.

• High school diploma or equivalent; a technical certification or associate's degree is a plus.
• Previous experience in customer service or technical support is highly desirable.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using customer relationship management (CRM) software and help desk tools.
• Ability to multitask and manage time effectively in a fast-paced remote environment.
• Comfortable working independently with minimal supervision.
• Reliable high-speed internet connection and a quiet, dedicated workspace.
• A positive and resilient attitude.
• Willingness to learn about new products and technologies.
• Experience with common operating systems (Windows, macOS) and software applications.

• 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.