870 Service Specialist jobs in Kenya
Senior Customer Service Specialist - Technical Support
80100 Nairobi, Nairobi
KES40000 month
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Our client is seeking a highly skilled and customer-focused Senior Customer Service Specialist to provide exceptional technical support. This is a fully remote position, allowing you to assist customers nationwide from the convenience of your home. You will be responsible for troubleshooting technical issues, guiding customers through product usage, resolving inquiries via phone, email, and chat, and escalating complex problems to higher support tiers when necessary. Your role will involve maintaining a high level of customer satisfaction, documenting support interactions accurately, and contributing to knowledge base articles. A deep understanding of our client's products and services, along with strong problem-solving and communication skills, is essential. The ideal candidate will have a minimum of 3 years of experience in a customer service or technical support role, preferably within a remote setting. Experience with CRM systems and helpdesk software is required. You must possess excellent active listening skills, patience, and the ability to explain technical concepts clearly to non-technical users. A positive attitude and a genuine desire to help customers are paramount. This is a fantastic opportunity to be the voice of our client, resolve customer challenges, and contribute to a positive customer experience, all while enjoying the flexibility of remote work.
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Senior Customer Service Specialist - Technical Support
50100 Bungoma, Western
KES3000000 Annually
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Our client, a rapidly growing technology company, is looking for a dedicated and experienced Senior Customer Service Specialist to join their remote support team. In this fully remote role, you will be the primary point of contact for customers experiencing technical issues with our client's software products. Your mission is to provide exceptional support, resolve complex technical problems efficiently, and ensure a positive customer experience. Responsibilities include responding to customer inquiries via multiple channels (email, chat, phone), diagnosing and troubleshooting technical problems, guiding customers through step-by-step solutions, and escalating issues to higher technical teams when necessary. You will also be responsible for documenting support interactions, identifying recurring issues, and providing feedback to the product development team for potential improvements. The ideal candidate will possess outstanding communication and interpersonal skills, a patient and empathetic demeanor, and a strong technical aptitude. A deep understanding of software troubleshooting, operating systems, and common application issues is essential. Previous experience in a technical support or customer service role, preferably within the software industry, is required. You should be adept at managing multiple customer cases simultaneously, prioritizing tasks effectively, and working collaboratively within a remote team environment. We are seeking a proactive problem-solver who is committed to customer satisfaction and eager to contribute to a supportive and efficient helpdesk operation.
Responsibilities:
Responsibilities:
- Provide timely and effective technical support to customers via email, chat, and phone.
- Diagnose and troubleshoot software-related issues, guiding users through solutions.
- Escalate complex technical problems to appropriate teams while maintaining ownership.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify trends in customer issues and provide feedback to the product development team.
- Develop and maintain knowledge base articles and support documentation.
- Assist in training and mentoring junior customer support representatives.
- Manage a queue of customer tickets, prioritizing and resolving issues efficiently.
- Ensure high levels of customer satisfaction through professional and empathetic service.
- Stay updated on product features, updates, and common technical issues.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 3 years of experience in customer service, with at least 1 year in technical support.
- Strong technical aptitude and ability to troubleshoot software and hardware issues.
- Excellent written and verbal communication skills.
- Proficiency with helpdesk software and CRM systems.
- Ability to explain technical concepts clearly to non-technical users.
- Strong problem-solving and analytical skills.
- Excellent time management and organizational skills.
- Ability to work independently and as part of a remote team.
- Experience with SaaS products is a plus.
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Remote Lead Customer Service Specialist
10100 Nyeri Town
KES90000 Annually
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Our client is seeking an experienced and customer-centric Remote Lead Customer Service Specialist to guide their support operations. This position is fully remote, enabling you to lead and inspire a remote customer service team to deliver exceptional support from any location. You will be responsible for managing daily support operations, handling complex customer inquiries, training and mentoring support agents, and implementing strategies to improve customer satisfaction and retention. The Lead Customer Service Specialist will ensure a consistent and high-quality customer experience across all communication channels.
Key responsibilities include:
Key responsibilities include:
- Leading and supervising a team of remote customer service representatives.
- Handling escalated customer issues and providing timely resolutions.
- Monitoring customer service metrics (e.g., response time, resolution rate, CSAT) and identifying areas for improvement.
- Training new and existing team members on product knowledge, service procedures, and communication skills.
- Developing and updating customer service scripts, FAQs, and knowledge base articles.
- Ensuring adherence to company policies and service level agreements (SLAs).
- Collaborating with other departments to resolve customer issues effectively.
- Providing feedback to management on customer trends and product/service improvements.
- Implementing quality assurance measures for customer interactions.
- Motivating and coaching the customer service team to achieve performance goals.
- Managing customer service tools and software efficiently.
- Contributing to the development of customer service strategies and initiatives.
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2
Remote Field Service Technician - Specialist
40100 Moiben
KES180000 month
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Our client is looking for a highly skilled and adaptable Remote Field Service Technician with specialized expertise to support their operations. This is a remote position, meaning you will be deployed to various client sites for installations, maintenance, and troubleshooting, but your administrative and support functions will be managed remotely. You will be responsible for the installation, configuration, testing, and maintenance of complex machinery and technical equipment at client locations. This role demands exceptional problem-solving abilities, a strong mechanical and electrical aptitude, and the capacity to work independently under pressure. Key duties include diagnosing and repairing equipment failures, performing routine preventive maintenance, and providing technical support to end-users. You will also be tasked with documenting service activities, managing spare parts inventory at your location, and ensuring adherence to safety protocols. The ideal candidate will have a proven track record in field service, with specialized knowledge in industrial automation, heavy machinery, or advanced electronic systems. A diploma or degree in Electrical Engineering, Mechanical Engineering, or a related technical field, along with at least 5 years of hands-on experience, is required. The ability to travel extensively to client sites within **Garissa, Garissa, KE** and potentially surrounding regions is a necessity. Excellent communication skills, a customer-centric approach, and the ability to adapt to diverse technical challenges are critical. If you are a dedicated technician seeking a dynamic remote role with opportunities to work on diverse projects, we encourage you to apply.
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Customer Service and Technical Support Specialist
60200 Meru , Eastern
KES55000 Annually
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Job Description
Our client is seeking a dedicated and empathetic Customer Service and Technical Support Specialist to provide exceptional assistance to their clientele. This role is fully remote, allowing you to assist customers from the comfort of your own home. You will be the first point of contact for customers experiencing issues with our client's products or services, requiring you to diagnose problems, offer solutions, and ensure customer satisfaction. Responsibilities include responding to customer inquiries via phone, email, and chat, troubleshooting technical issues, and escalating complex problems to higher support tiers when necessary. You will be expected to maintain accurate customer records and document all interactions thoroughly. The ideal candidate possesses outstanding communication and active listening skills, with the patience and ability to explain technical concepts clearly to non-technical users. A strong aptitude for problem-solving and a commitment to delivering high-quality support are essential. Proficiency with CRM software and ticketing systems is a plus. You should be adept at multitasking and managing your time effectively in a fast-paced environment. Continuous learning to stay updated on product knowledge and support procedures is vital. If you have a passion for helping others, a knack for technology, and thrive in a remote work setting, we invite you to join our client's supportive team.
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4
Remote Customer Service and Technical Support Specialist
40100 Kisumu
KES120000 Annually
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Job Description
Our client, a reputable provider of innovative technology solutions, is seeking a highly motivated and customer-focused Remote Customer Service and Technical Support Specialist. This is a fully remote position, offering the flexibility to work from anywhere. You will be the first point of contact for customers, providing exceptional support and resolving technical issues efficiently and professionally. Your responsibilities will include answering customer inquiries via phone, email, and chat; troubleshooting hardware and software problems; guiding customers through product usage; and escalating complex issues to higher-level support when necessary. You will maintain detailed records of customer interactions and resolutions in our CRM system. The ideal candidate will possess outstanding communication, active listening, and problem-solving skills. A strong technical aptitude and the ability to explain technical concepts in a clear, concise manner are crucial. Experience with troubleshooting common software and hardware issues, along with familiarity with remote support tools, is essential. A positive attitude, patience, and a commitment to customer satisfaction are paramount. A Bachelor's degree or equivalent experience in a customer-facing or technical role is preferred. You should be a self-starter, capable of managing your time effectively, maintaining a high level of productivity, and demonstrating excellent organizational skills in a remote work environment. This is a fantastic opportunity to make a direct impact on customer satisfaction and grow your career in a remote setting. Our client is committed to fostering an inclusive and diverse workplace.
Responsibilities:
Qualifications:
Responsibilities:
- Provide technical support and customer service via phone, email, and chat.
- Troubleshoot and resolve customer issues with software and hardware.
- Guide customers through product installation, usage, and troubleshooting.
- Document customer interactions and resolutions in the CRM system.
- Escalate unresolved issues to appropriate teams.
- Identify trends in customer issues and provide feedback for product improvement.
- Maintain a high level of customer satisfaction.
- Stay updated on product knowledge and support procedures.
- Manage inbound and outbound customer communications.
- Adhere to service level agreements (SLAs).
Qualifications:
- Proven experience in customer service and technical support roles.
- Excellent verbal and written communication skills.
- Strong problem-solving and troubleshooting abilities.
- Technical aptitude and ability to learn new products quickly.
- Familiarity with CRM systems and remote support tools.
- Patience, empathy, and a customer-centric approach.
- Ability to work independently and manage time effectively remotely.
- High school diploma or equivalent; a relevant degree or certification is a plus.
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5
Remote Customer Service and Technical Support Specialist
40100 Moiben
KES65000 Annually
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Posted today
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Job Description
Our client is looking for a dedicated and empathetic Remote Customer Service and Technical Support Specialist to join their expanding customer support team. In this fully remote role, you will be the primary point of contact for customers seeking assistance with our products and services. You will handle inquiries, troubleshoot technical issues, and provide effective solutions to ensure customer satisfaction. Your excellent communication skills and technical aptitude will be key to resolving customer concerns efficiently and professionally.
Key responsibilities include:
The ideal candidate will have at least 2 years of experience in a customer service or technical support role. A strong understanding of troubleshooting methodologies and a passion for technology are essential. Excellent verbal and written communication skills, along with patience and empathy, are paramount. Proficiency with CRM software and helpdesk ticketing systems is required. This remote position requires a self-motivated individual with strong organizational skills and the ability to manage multiple tasks effectively. A quiet, dedicated workspace conducive to providing excellent remote support is necessary.
Key responsibilities include:
- Responding to customer inquiries via phone, email, and chat in a timely manner.
- Diagnosing and resolving technical issues related to our products and services.
- Guiding customers through product setup, troubleshooting, and usage.
- Escalating complex issues to appropriate technical teams when necessary.
- Documenting customer interactions and resolutions in the CRM system.
- Providing feedback to product development teams based on customer issues.
- Educating customers on product features and best practices.
- Maintaining a high level of customer satisfaction through effective problem-solving.
- Adhering to service level agreements (SLAs) for response and resolution times.
- Continuously improving technical knowledge and customer service skills.
The ideal candidate will have at least 2 years of experience in a customer service or technical support role. A strong understanding of troubleshooting methodologies and a passion for technology are essential. Excellent verbal and written communication skills, along with patience and empathy, are paramount. Proficiency with CRM software and helpdesk ticketing systems is required. This remote position requires a self-motivated individual with strong organizational skills and the ability to manage multiple tasks effectively. A quiet, dedicated workspace conducive to providing excellent remote support is necessary.
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