3 Senior Technical Support Lead Remote jobs in Kenya
Senior Technical Support Lead (Remote)
Posted 23 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Senior Technical Support Lead to manage their global remote technical support team. This critical role involves leading a team of support engineers in resolving complex technical issues for customers, ensuring high levels of customer satisfaction and operational efficiency. As a fully remote position, you will leverage advanced communication and collaboration platforms to provide guidance, mentorship, and technical expertise to your team, as well as work closely with product development and customer success departments. The ideal candidate possesses a strong technical background, exceptional problem-solving skills, proven leadership experience, and a commitment to delivering outstanding customer service in a remote-first environment.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of remote technical support engineers.
- Oversee the resolution of escalated customer technical issues, ensuring timely and effective solutions.
- Develop and implement support processes and best practices to enhance efficiency and customer satisfaction.
- Monitor support ticket queues, team performance metrics, and identify areas for improvement.
- Train and onboard new support team members, providing ongoing coaching and development.
- Collaborate with engineering and product teams to identify and address root causes of recurring issues.
- Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
- Act as a primary point of escalation for complex customer problems.
- Contribute to the development of support tools and technologies.
- Ensure adherence to service level agreements (SLAs) and customer support quality standards.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 7 years of experience in technical support or a related IT role, with at least 3 years in a leadership or supervisory capacity.
- Proven experience managing and leading remote technical support teams.
- Deep understanding of IT infrastructure, operating systems, networking, and common software applications.
- Strong troubleshooting and problem-solving skills across diverse technical environments.
- Excellent communication, interpersonal, and customer service skills.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
- Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced remote setting.
- Familiarity with cloud technologies (AWS, Azure) is a plus.
- Demonstrated ability to remain calm and effective under pressure.
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Senior Technical Support Lead (Remote)
Posted 15 days ago
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Job Description
Our client, a rapidly expanding software solutions provider, is looking for a highly skilled and dedicated Senior Technical Support Lead to manage their global customer support operations. This is a fully remote position, offering an exceptional opportunity to lead a team of support professionals from the comfort of your home office. You will be responsible for overseeing the day-to-day operations of the technical support department, ensuring timely and effective resolution of customer issues across all product lines. This includes developing and implementing support strategies, optimizing support processes, and maintaining high levels of customer satisfaction. The ideal candidate will have extensive experience in technical support, helpdesk management, and customer service, coupled with strong leadership and problem-solving abilities. You will mentor and coach the support team, foster a culture of continuous learning and improvement, and serve as an escalation point for complex technical challenges. Your role will involve analyzing support metrics, identifying trends, and implementing proactive solutions to prevent future issues. This position demands excellent communication skills, proficiency in ticketing systems, and a deep understanding of IT infrastructure and software troubleshooting. You will be instrumental in shaping our client's customer support experience and ensuring their clients receive unparalleled assistance. As a remote-first leader, you will be adept at motivating and managing a distributed team, ensuring seamless collaboration and consistent service delivery. We are seeking an individual who is passionate about customer success and committed to delivering exceptional technical support. This role offers a competitive compensation package, significant growth opportunities, and the chance to make a substantial impact on our client's reputation for excellent customer care. Join a collaborative and innovative environment where your contributions are valued.
Responsibilities:
Responsibilities:
- Lead and manage the technical support team, providing guidance and mentorship.
- Oversee the daily operations of the helpdesk and customer support functions.
- Develop and implement efficient support workflows and processes.
- Ensure timely and accurate resolution of customer technical issues.
- Monitor key performance indicators (KPIs) for support operations.
- Act as an escalation point for complex technical problems.
- Train and onboard new support staff.
- Maintain and update support documentation and knowledge base articles.
- Analyze support data to identify trends and areas for improvement.
- Foster a customer-centric culture within the support team.
- Collaborate with product and engineering teams to resolve customer issues.
- Manage customer satisfaction surveys and implement feedback for service enhancement.
- 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 or helpdesk management, with at least 2 years in a leadership role.
- Proven experience managing remote support teams.
- Strong understanding of IT support best practices and customer service principles.
- Proficiency with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent troubleshooting and problem-solving skills for software and hardware issues.
- Exceptional communication, interpersonal, and leadership abilities.
- Ability to work independently and manage time effectively in a remote setup.
- Experience in creating and managing knowledge bases.
This advertiser has chosen not to accept applicants from your region.
1
Senior Technical Support Lead (Remote)
Posted 8 days ago
Job Viewed
Job Description
Our client is seeking a dynamic and experienced Senior Technical Support Lead to manage and elevate their remote customer support operations. In this fully remote role, you will be instrumental in leading a team of support specialists, ensuring the highest levels of customer satisfaction through prompt and effective technical assistance. Your responsibilities will include overseeing daily support activities, managing escalated customer issues, and developing strategies to improve support efficiency and response times. The ideal candidate will possess exceptional leadership, communication, and problem-solving skills, with a proven ability to motivate and guide a remote team. You should have a deep understanding of technical support best practices, ticketing systems, and customer relationship management (CRM) tools. A minimum of 6 years of experience in technical support, with at least 2 years in a lead or supervisory role, is required. A Bachelor's degree in Computer Science, Information Technology, or a related field is highly desirable. You will play a key role in creating and maintaining comprehensive knowledge base articles, troubleshooting guides, and training materials for both the support team and customers. Collaboration with engineering and product development teams to provide feedback on product issues and improvements is also a crucial aspect of this position. The ability to manage multiple priorities, handle complex technical challenges, and foster a positive and productive remote work environment is essential. This is an exciting opportunity for a seasoned support professional to make a significant impact, driving customer success and contributing to the growth of a forward-thinking organization, all from a remote location. You will champion customer advocacy and ensure operational excellence within the support function.
Responsibilities:
Responsibilities:
- Lead and manage a remote technical support team.
- Oversee daily support operations and ticket management.
- Handle escalated customer technical issues.
- Develop and implement support process improvements.
- Create and maintain knowledge base content.
- Mentor and coach support team members.
- Monitor support metrics and ensure service level agreements (SLAs) are met.
- Collaborate with engineering for issue resolution and product feedback.
- Ensure high levels of customer satisfaction.
- Identify training needs for the support team.
- Bachelor's degree in IT, Computer Science, or related field.
- 6+ years of experience in technical support.
- 2+ years of experience in a lead or supervisory role.
- Proficiency with ticketing systems and CRM software.
- Excellent leadership, communication, and problem-solving skills.
- Strong understanding of IT support best practices.
- Ability to manage a remote team effectively.
- Customer-focused approach.
This advertiser has chosen not to accept applicants from your region.
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