3,332 Senior Customer Support Specialist Technical Issues jobs in Kenya

Kenya
*About Influx *
Hi, we're Influx We are a rapidly growing, profitable tech startup that provides 24/7 on-demand customer support for brands and tech companies around the globe. With a team of over 1,000 people operating worldwide, we're a truly international company with a head office in Australia.

About The Role
We're looking for an enthusiastic and quick-to-learn Customer Support Agent to join our team in Kenya. In this role, you will be the first point of contact for our clients' customers, helping them with their questions and problems.

This is a great opportunity for anyone, from fresh graduates to experienced professionals, who is eager to learn and grow in a fast-paced tech environment.

*What You'll Do *

• Diagnose and solve customer problems effectively and empathetically.
• Communicate clearly and effectively with customers via email and chat.
• Collaborate with your peers and manager to ensure seamless support.
• Contribute to a friendly, high-performance, and supportive workplace culture.

*What We're Looking For *

• Excellent communication skills, both written and verbal, in English.
• Having an Apple Mac is required for this role.
• A passion for photography (even amateur).
• A good sense of color and lighting, and an understanding of the challenges photographers face in this area.
• Strong problem-solving abilities.
• A passion for providing great customer support.
• A willingness to learn and understand new products, customers, and industries.
• The ability to be flexible and adapt to campaign surges and seasonal spikes.
• Comfortable working in a fast-paced startup environment.

*What We Offer *

• Work-from-home arrangement.
• A supportive, collaborative, and high-performance environment.
• The opportunity to work with high-quality international clients and a global team.
• Comprehensive training to give you the skills and knowledge you need to succeed.
• Plenty of opportunities for professional growth.

*Working Hours & Location *
This is a full-time role (44 hours per week), open only to applicants in Kenya.

The work schedule is Monday to Friday, 9:00 AM – 6:00 PM CET / 11:00 AM – 8:00 PM Kenya time (EAT).

Please note that we may also need support on weekends and public holidays.

Important Notes
This role is only open to applicants from Kenya.
Influx never asks candidates to make any payment throughout the entire recruitment process.

Successful candidates will be contacted only through email ending with

Apply Here

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide accurate information about products, services, and policies.
• Troubleshoot and resolve customer issues, escalating complex cases to the appropriate team when necessary.
• Process customer orders, forms, applications, and requests.
• Maintain detailed records of customer interactions and transactions.
• Identify and report trends in customer inquiries or complaints to improve services.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Follow communication procedures, guidelines, and policies.
• Assist in the training of new support staff.
• Contribute to a positive team environment.

• Respond to customer inquiries and resolve issues via phone, email, and chat in a timely and professional manner.
• Troubleshoot technical and non-technical problems and provide effective solutions.
• Guide customers through product features, services, and account management.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Escalate complex issues to appropriate internal teams when necessary.
• Provide feedback to management on customer trends and product issues.
• Maintain a high level of customer satisfaction through excellent service.
• Adhere to company policies and procedures.
• Continuously learn about our products and services to enhance support capabilities.

• 1+ year of experience in customer service or a related support role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a remote environment.
• Patience, empathy, and a customer-first attitude.
• Comfortable using various communication tools (e.g., Slack, Zoom).
• High school diploma or equivalent; college degree is a plus.

We're Expanding to Nakuru Join Our Team as a CC (Customer Care) Representative

Location:
Nakuru, Kenya

Company:
iClear Wellife Service Limited

About Us

At iClear Wellife Service Limited
, we're redefining how homes and offices across Kenya access clean and purified drinking water.

Our mission is simple — to make safe, healthy, and reliable water accessible to everyone through
innovative purification systems
and
exceptional customer care
.

As part of our exciting expansion, we're opening a
new branch in Nakuru
— and we're looking for passionate and motivated
CC (Customer Care) Representative
to join our growing team.

Role Overview

The CC
will play a key role in supporting customers, promoting our products, and driving sales at our new Nakuru branch.

If you're a strong communicator, sales-driven, and enjoy helping people find the right solutions, this opportunity is for you.

Key Responsibilities

Serve as the first point of contact for customers with professionalism and warmth.

Promote and sell iClear water purification products to achieve set sales targets.

Build lasting customer relationships through follow-ups and after-sales support.

Handle customer inquiries, resolve issues promptly, and ensure satisfaction.

Support branch marketing activations and community engagement activities.

Maintain accurate sales and customer care records.

Work closely with technical and operations teams to ensure efficient service delivery.

Qualifications & Skills

Diploma or Bachelor's degree in Business, Marketing, Customer Service, or related field.

1–2 years of experience in customer care and sales (experience in water or home appliance products is an advantage).

Excellent communication and interpersonal skills.

Strong sales and negotiation abilities.

Self-motivated, proactive, and target-driven.

Fluent in English and Kiswahili.

What We Offer

Competitive base salary plus performance-based incentives.

Training and mentorship during branch setup and operations.

Career growth opportunities in a fast-growing company.

A collaborative and supportive work culture.

Be part of our journey as we bring clean, safe water closer to Nakuru homes and businesses

How to Apply:

Send your CV and a short cover letter to

Use the subject line: "CC Representative – Nakuru Branch"

• Provide high-quality customer support in both English and (Specify second language) via phone, email, and live chat.
• Address customer inquiries, troubleshoot problems, and provide timely and accurate solutions.
• Guide customers through product features, services, and troubleshooting processes.
• Escalate complex issues to appropriate departments or senior support staff when necessary.
• Maintain detailed records of customer interactions, transactions, comments, and complaints in the CRM system.
• Identify and communicate customer feedback and recurring issues to management for service improvement.
• Ensure customer satisfaction by offering personalized support and demonstrating empathy.
• Adhere to company policies, procedures, and service level agreements (SLAs).
• Participate in regular team meetings and training sessions conducted remotely.
• Contribute to a positive and collaborative team environment.

• High school diploma or equivalent; associate's or bachelor's degree preferred.
• Proven experience in a customer service or call center role.
• Fluency in English and (Specify second language) is mandatory (both written and spoken).
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency with computers and common software applications, including CRM systems.
• Ability to work independently and manage workload effectively in a remote setting.
• Adaptability and willingness to learn new products and processes.
• A positive attitude and professional demeanor.
• Access to a reliable internet connection and a quiet workspace.

• Respond to customer inquiries via phone, email, and live chat in both Spanish and English.
• Provide accurate information about products, services, and policies.
• Troubleshoot and resolve customer issues efficiently and effectively.
• Escalate complex customer issues to the appropriate internal teams when necessary.
• Maintain detailed records of customer interactions and resolutions in the CRM system.
• Identify and report recurring customer issues to contribute to service improvements.
• Adhere to customer service standards and company policies.
• Strive to achieve high levels of customer satisfaction in every interaction.
• Process orders, forms, applications, and requests as needed.
• Contribute to a positive and collaborative team environment in a remote setting.

• Fluency in both Spanish and English (written and spoken) is essential.
• High school diploma or equivalent; some college coursework or a degree is a plus.
• Previous experience in customer service, technical support, or a related role is preferred.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in using computers, common software applications, and CRM systems.
• Ability to work independently, manage time effectively, and maintain focus in a remote work environment.
• Patience, empathy, and a customer-centric attitude.

• Lead, train, and mentor a team of customer support representatives to ensure high performance and adherence to service standards.
• Monitor customer support queues and team performance metrics, identifying areas for improvement.
• Handle escalated customer inquiries and complex technical issues, providing timely and effective resolutions.
• Develop and implement customer support policies, procedures, and best practices.
• Collaborate with other departments, such as technical support, product development, and sales, to resolve customer issues and improve product offerings.
• Ensure customer satisfaction through proactive communication and service excellence.
• Manage team schedules, workload distribution, and performance reviews.
• Identify training needs for the support team and develop relevant training programs.
• Contribute to the development and maintenance of knowledge base articles and customer support documentation.
• Report on customer support performance, trends, and customer feedback to management.

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 4 years of experience in customer service or technical support, with at least 2 years in a team lead or supervisory role.
• Proven ability to lead and motivate a customer support team.
• Strong understanding of customer support principles and best practices.
• Excellent problem-solving and troubleshooting skills, particularly with technical products/services.
• Exceptional communication, interpersonal, and conflict resolution skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in customer relationship management (CRM) software and ticketing systems.
• Experience in developing training materials and conducting training sessions.
• Must be available to work on-site at our Nakuru, Nakuru, KE office.

• Lead, manage, and motivate a remote team of customer support agents.
• Oversee daily customer support operations, ensuring high-quality service delivery.
• Monitor support queues and ensure timely resolution of customer tickets and inquiries.
• Develop and implement support strategies to enhance customer satisfaction.
• Provide training, coaching, and performance feedback to team members.
• Analyze support data to identify trends, common issues, and areas for improvement.
• Collaborate with product and engineering teams to resolve complex technical issues.
• Maintain and update the customer knowledge base and support documentation.
• Handle escalated customer complaints and complex issues effectively.

• Bachelor's degree in Business Administration, Communications, or a related field; or equivalent experience.
• Minimum of 3-5 years of experience in customer support or technical support roles.
• Proven experience (1-2 years) in a team lead or supervisory capacity.
• Strong understanding of technical products and troubleshooting methodologies.
• Excellent communication, interpersonal, and active listening skills.
• Demonstrated ability to lead and motivate a remote team.
• Proficiency in customer support software and CRM systems.
• Problem-solving and decision-making capabilities.
• Ability to manage multiple priorities and thrive in a fast-paced remote environment.