255 Software Issues jobs in Kenya
Technical Support Lead
20100 Kisumu
KES140000 Annually
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Job Description
Our client is seeking a seasoned Technical Support Lead to guide their customer service and helpdesk operations. This is a fully remote position, enabling you to manage and support a distributed team. The ideal candidate will possess strong technical acumen, excellent problem-solving skills, and a passion for delivering outstanding customer support. You will be responsible for leading a team of support specialists, ensuring timely and effective resolution of customer issues, and developing best practices for technical support. This role requires experience in managing support systems, analyzing support metrics, and implementing improvements to enhance customer satisfaction.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and mentor a team of technical support specialists, providing guidance and training.
- Oversee the daily operations of the customer service and helpdesk functions.
- Ensure timely and efficient resolution of technical issues reported by customers.
- Develop and implement support procedures and best practices.
- Monitor support queues and service level agreements (SLAs) to ensure targets are met.
- Analyze support tickets and customer feedback to identify trends and areas for improvement.
- Manage and maintain the helpdesk software and related tools.
- Collaborate with engineering and product teams to report and resolve product defects.
- Train customers on product usage and troubleshooting techniques (via remote sessions).
- Develop and update knowledge base articles and support documentation.
- Contribute to the continuous improvement of the customer support experience.
- Prepare reports on support performance, customer satisfaction, and key metrics.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in technical support or customer service, with at least 2 years in a leadership or supervisory role.
- Strong knowledge of hardware, software, networking, and troubleshooting methodologies.
- Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management).
- Excellent problem-solving, analytical, and critical thinking skills.
- Exceptional communication, interpersonal, and customer service skills.
- Ability to lead and motivate a remote team effectively.
- Proficiency in remote support tools and technologies.
- Experience in creating and managing knowledge bases.
- Ability to work independently and manage time effectively in a remote environment.
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0
Technical Support Specialist
10100 Nyeri Town
KES150000 Annually
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Job Description
Our client is actively seeking a dedicated and skilled Technical Support Specialist to join their expanding, fully remote customer service team. This role is crucial in ensuring our users receive timely and effective assistance with our software products and services. You will be the primary point of contact for customers encountering technical issues, providing high-level support through various communication channels, including email, live chat, and phone (VoIP). Your responsibilities will include diagnosing and resolving complex technical problems, guiding users through troubleshooting steps, and documenting support interactions accurately in our ticketing system. You will need to possess a strong understanding of our product's architecture and functionality to effectively identify root causes and implement solutions. Escalating unresolved issues to senior technical teams with detailed information will also be a key part of the role. Developing and maintaining a comprehensive knowledge base of common issues and their resolutions will be a significant contribution. You will also play a role in gathering customer feedback to identify areas for product improvement. The ideal candidate will have a passion for customer satisfaction, excellent problem-solving abilities, and a patient, empathetic demeanor. As this is a remote position, exceptional self-management, communication, and time management skills are essential. You must be able to work independently and collaboratively within a virtual team, demonstrating initiative and a commitment to delivering outstanding support. Familiarity with remote support tools and methodologies is a plus. This position offers a competitive salary, opportunities for professional development, and the flexibility of a remote work environment. If you excel at solving technical challenges and are dedicated to providing an exceptional customer experience, we encourage you to apply for this vital role supporting our users in **Nyeri, Nyeri, KE** and globally.
Key Responsibilities:
Key Responsibilities:
- Provide high-quality technical support to customers via email, chat, and phone.
- Diagnose, troubleshoot, and resolve complex software and hardware issues.
- Guide users through step-by-step solutions to technical problems.
- Document all support interactions and resolutions accurately in the ticketing system.
- Escalate unresolved issues to appropriate internal teams with detailed reports.
- Develop and maintain technical documentation and knowledge base articles.
- Gather customer feedback and identify trends for product improvement.
- Collaborate with team members to share knowledge and best practices.
- Ensure customer satisfaction through efficient and effective problem resolution.
- Stay up-to-date with product updates and technical changes.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 2-3 years of experience in a technical support or helpdesk role.
- Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Excellent troubleshooting and problem-solving skills.
- Exceptional customer service and communication skills (written and verbal).
- Ability to work independently and manage time effectively in a remote environment.
- Patience and empathy when dealing with users facing technical difficulties.
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1
Technical Support Specialist
80100 Mombasa, Coast
KES80000 month
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Job Description
Our client is seeking a skilled and customer-focused Technical Support Specialist to join their fully remote support team. In this role, you will be the primary point of contact for users experiencing technical issues with our software and hardware. You will provide timely and effective solutions, troubleshoot complex problems, and ensure a positive customer experience. This remote position requires excellent communication skills, a strong technical aptitude, and the ability to empathize with users facing difficulties. You will play a vital role in maintaining customer satisfaction and the smooth operation of our technology. Responsibilities:
- Respond to customer support requests via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve technical hardware and software issues for end-users.
- Guide users through problem-solving processes and provide clear, concise instructions.
- Install, configure, and troubleshoot software applications and operating systems.
- Escalate complex issues to senior support staff or relevant technical teams when necessary.
- Maintain accurate records of customer interactions, issues, and resolutions in the support ticketing system.
- Create and update technical documentation, FAQs, and knowledge base articles.
- Identify recurring technical issues and provide feedback to product development teams for improvements.
- Assist with user training on new features or troubleshooting techniques.
- Proactively monitor systems for potential issues and report any anomalies.
- Ensure a high level of customer satisfaction through effective problem resolution and communication.
- Stay up-to-date with the latest technology trends and product updates.
- Contribute to a positive and collaborative remote team environment.
- Proven experience as a Technical Support Specialist, Help Desk Technician, or similar role.
- Strong knowledge of computer hardware, operating systems (Windows, macOS), and common software applications.
- Excellent troubleshooting and problem-solving skills.
- Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical users.
- Familiarity with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Management).
- Ability to work independently and manage time effectively in a remote setting.
- Certifications such as CompTIA A+, Network+, or ITIL are a plus.
- Experience supporting SaaS products is highly desirable.
- Adaptability and willingness to learn new technologies quickly.
- A patient and empathetic approach to customer interactions.
This advertiser has chosen not to accept applicants from your region.
2
Technical Support Specialist
00200 Ruiru, Central
KES90000 Annually
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Job Description
Our client is looking for a proactive and technically adept Technical Support Specialist to join their growing IT team, offering a hybrid work model. This role involves providing exceptional technical assistance and troubleshooting to internal users and external customers, ensuring seamless operation of IT systems and applications. You will be responsible for diagnosing and resolving hardware, software, and network issues, managing IT support tickets, and escalating complex problems to senior IT staff when necessary. The ideal candidate possesses a strong foundation in IT systems, excellent communication skills, and a customer-centric approach. You will be involved in setting up and maintaining computer hardware, installing and configuring software, and providing guidance on IT best practices. A key aspect of this role includes documenting technical solutions, creating user guides, and contributing to the knowledge base to empower users and streamline support processes. The ability to explain technical concepts clearly to non-technical users is crucial. This position requires strong organizational skills to manage multiple requests efficiently and a commitment to delivering timely and effective solutions. While a portion of your work will be performed remotely, regular in-office presence in **Ruiru, Kiambu, KE** will be required for specific team meetings, hardware handling, and collaborative projects.
Responsibilities:
Responsibilities:
- Provide first-level technical support to end-users via phone, email, and chat.
- Diagnose and resolve hardware, software, and network issues promptly.
- Install, configure, and update operating systems and various software applications.
- Manage user accounts and permissions.
- Troubleshoot and resolve connectivity issues.
- Escalate unresolved issues to appropriate IT personnel.
- Document support requests, solutions, and technical procedures.
- Maintain an inventory of IT equipment and software licenses.
- Assist in the setup and configuration of new workstations and peripherals.
- Contribute to the IT knowledge base with helpful articles and guides.
- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 2 years of experience in a technical support or helpdesk role.
- Proficiency in troubleshooting Windows and macOS operating systems.
- Familiarity with networking concepts (TCP/IP, DNS, DHCP).
- Experience with common productivity software (e.g., Microsoft Office Suite, Google Workspace).
- Excellent customer service and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Ability to manage time effectively and prioritize tasks.
- Familiarity with ITIL best practices is a plus.
- Must be able to work effectively in a hybrid model, balancing remote and in-office work in **Ruiru, Kiambu, KE**.
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3
Technical Support Specialist
50100 Kakamega, Western
KES70000 month
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Posted 1 day ago
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Job Description
Our client is a rapidly growing technology firm seeking a dedicated and highly proficient Technical Support Specialist to join their fully remote customer service department. In this critical role, you will be the first point of contact for clients experiencing technical difficulties with our software products and services. Your primary responsibility will be to provide timely, accurate, and empathetic technical assistance via phone, email, and chat. This involves diagnosing and troubleshooting a wide range of hardware and software issues, guiding users through step-by-step solutions, and ensuring a positive customer experience even in challenging situations. You will be expected to meticulously document all customer interactions, technical issues, and resolutions in our CRM system, contributing to a comprehensive knowledge base. Proactive problem-solving and the ability to identify recurring issues and suggest improvements to product functionality or support processes are highly valued. You will collaborate closely with development and product management teams to escalate complex issues, provide feedback on user experience, and contribute to the overall improvement of our offerings. A strong understanding of common operating systems (Windows, macOS, Linux), networking concepts, and common software applications is essential. Experience with cloud-based services and ticketing systems is a must. The ideal candidate possesses exceptional communication skills, both written and verbal, with the ability to explain technical information clearly to non-technical users. Patience, a customer-centric approach, and a genuine desire to help people resolve their issues are paramount. While this role is fully remote, you must demonstrate the ability to work independently, manage your time effectively, and maintain a professional and productive work environment from your home office. A background in IT support, computer science, or a related technical field, with at least 2 years of experience in a customer-facing technical support role, is required. Certifications such as CompTIA A+ or Network+ are a plus. This is an excellent opportunity to be part of a supportive and innovative team, making a real difference in customer satisfaction.
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4
Technical Support Specialist
60100 Garissa, North Eastern
KES85000 Annually
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Posted 1 day ago
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Job Description
Our client is seeking a dedicated and knowledgeable Technical Support Specialist to join their growing team. In this role, you will be the primary point of contact for customers experiencing technical issues with our client's software and hardware products. You will diagnose, troubleshoot, and resolve problems efficiently, ensuring high levels of customer satisfaction. This position requires excellent communication skills, a patient demeanor, and a strong understanding of IT systems and common technical challenges.
Responsibilities:
Responsibilities:
- Provide first-level technical support to customers via phone, email, and chat.
- Diagnose and resolve hardware, software, and network-related issues reported by users.
- Guide users through step-by-step solutions to technical problems.
- Escalate complex issues to senior support staff or appropriate technical teams when necessary.
- Document all support interactions, troubleshooting steps, and resolutions in the helpdesk system.
- Maintain a knowledge base of common issues and their solutions.
- Assist with the installation, configuration, and maintenance of computer systems and peripherals.
- Proactively identify trends in customer issues and provide feedback to the development team for product improvement.
- Educate users on product features and best practices to prevent future issues.
- Ensure all customer interactions are handled professionally and empathetically.
- Participate in team meetings and training sessions to stay updated on product knowledge and support procedures.
- High school diploma or equivalent; Associate's or Bachelor's degree in Computer Science, IT, or a related field is preferred.
- Proven experience in a technical support or helpdesk role.
- Strong knowledge of operating systems (Windows, macOS, Linux), common software applications, and network protocols.
- Experience with remote desktop support tools.
- Excellent troubleshooting and problem-solving abilities.
- Exceptional customer service and communication skills, both written and verbal.
- Ability to explain technical concepts to non-technical users.
- Patience and a positive attitude when dealing with frustrated customers.
- Ability to work effectively both independently and as part of a team.
- Familiarity with ITIL best practices is a plus.
This advertiser has chosen not to accept applicants from your region.
5
Technical Support Specialist
60400 Garissa, North Eastern
KES70000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a highly skilled and customer-focused Technical Support Specialist to provide exceptional assistance to their users. This is a fully remote position, allowing you to provide support from the comfort of your home office. The ideal candidate will possess strong technical troubleshooting skills, excellent communication abilities, and a passion for helping others resolve technical issues. You will be the first point of contact for users experiencing problems with software, hardware, or network configurations. Your primary responsibility will be to diagnose, troubleshoot, and resolve a wide range of technical issues efficiently and effectively, ensuring minimal disruption to user productivity. We are looking for someone dedicated to providing top-tier support for our client's user base, with a keen eye on the needs of users in the Embu region.
Key Responsibilities:
Key Responsibilities:
- Provide first-line technical support to users via phone, email, and chat, addressing inquiries and resolving technical issues promptly.
- Diagnose and troubleshoot software, hardware, and network problems, identifying root causes and implementing solutions.
- Guide users through step-by-step solutions and provide clear, concise instructions.
- Escalate complex issues to appropriate second-level support teams when necessary, ensuring thorough documentation.
- Maintain detailed records of support requests, troubleshooting steps, and resolutions in the ticketing system.
- Develop and update technical documentation, FAQs, and knowledge base articles to empower users and support staff.
- Assist with user account management, including creation, modification, and deletion.
- Proactively identify potential technical issues and recommend preventative measures.
- Stay current with relevant technologies, software updates, and company products.
- Provide feedback to development teams on common user issues and suggestions for product improvement.
- Ensure customer satisfaction through professional and empathetic support interactions.
- Adhere to service level agreements (SLAs) for response and resolution times.
- High School Diploma or equivalent; a relevant technical certification (e.g., CompTIA A+, Network+) is a plus.
- Minimum of 2 years of experience in technical support, helpdesk, or a similar customer-facing IT role.
- Strong knowledge of operating systems (Windows, macOS), common software applications, and basic networking concepts.
- Proven ability to troubleshoot hardware and software issues effectively.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Exceptional active listening and problem-solving skills.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
- Patient, empathetic, and customer-oriented attitude.
- Availability to work flexible hours if required to cover different time zones or peak support periods.
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6
Technical Support Lead
20116 Nyeri Town
KES150000 Annually
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Posted 2 days ago
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Job Description
Our client is seeking an experienced and empathetic Technical Support Lead to manage a remote customer service team. This role is critical in ensuring our customers receive timely and effective technical assistance. You will be responsible for overseeing the day-to-day operations of the support desk, handling escalated customer issues, and developing strategies to improve customer satisfaction and response times. The ideal candidate will have a strong background in troubleshooting a wide range of technical problems, excellent leadership qualities, and a passion for customer advocacy. You will be expected to mentor and train support staff, set performance metrics, and ensure the team adheres to service level agreements. This role also involves analyzing support data to identify trends and areas for improvement in both products and services. Collaboration with engineering and product development teams to provide feedback from customer interactions will be a key component of your duties. This position requires exceptional communication skills, both written and verbal, and the ability to explain complex technical issues in a clear and concise manner. As a remote-first role, you must be a self-disciplined individual with a proven ability to work independently and as part of a distributed team. We are looking for someone who can foster a positive and supportive team environment, even from a distance. This is an excellent opportunity to make a significant impact on customer experience for our client, supporting users remotely and enhancing support services relevant to **Nyeri, Nyeri, KE**.
This advertiser has chosen not to accept applicants from your region.
7
Technical Support Lead
40100 Kisumu
KES150000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking a dynamic and experienced Technical Support Lead to spearhead their fully remote customer service and helpdesk operations. This leadership role is vital for ensuring exceptional technical support delivery to clients, managing a team of remote support agents, and driving continuous improvement in support processes. The ideal candidate will possess a strong background in technical troubleshooting, customer service management, and team leadership, with a proven ability to resolve complex issues efficiently. Responsibilities include overseeing daily support operations, mentoring and coaching support staff, developing and implementing support strategies, and analyzing support metrics to identify trends and areas for enhancement. You will be responsible for managing escalations, ensuring timely resolution of tickets, and maintaining high levels of customer satisfaction. Proficiency with helpdesk software, CRM systems, and remote support tools is essential. Strong analytical and problem-solving skills, coupled with excellent communication and interpersonal abilities, are required to effectively lead a remote team and interact with clients. This is a remote-first position, requiring a self-motivated individual with strong organizational skills and the ability to foster a collaborative team environment virtually. You will contribute to creating and maintaining comprehensive knowledge base articles and troubleshooting guides. The successful candidate will be passionate about technology, customer service, and leading by example in a remote setting, supporting clients in and around **Kisumu, Kisumu, KE**.
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8
Technical Support Specialist
80100 Mombasa, Coast
KES90000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Technical Support Specialist to join their team. This is a fully remote position, providing essential support to users across various platforms. The Technical Support Specialist will be responsible for troubleshooting technical issues, providing timely and effective solutions, and ensuring a positive customer experience. Key duties include responding to customer inquiries via phone, email, and chat; diagnosing and resolving hardware, software, and network problems; and escalating complex issues to appropriate technical teams. You will maintain detailed records of customer interactions and technical issues, ensuring accurate documentation for knowledge base development. The ideal candidate will possess excellent problem-solving abilities, strong communication skills, and a patient, customer-centric approach. A solid understanding of computer hardware, operating systems (Windows, macOS), common software applications, and basic networking concepts is essential. Experience with CRM systems and remote support tools is highly desirable. You will be expected to stay up-to-date with product updates and technical advancements to provide the most effective support. This is a fully remote role, requiring a self-motivated individual with excellent time management skills and the ability to work independently. You will need a reliable internet connection and a dedicated workspace to ensure productivity and confidentiality. The successful candidate will be empathetic, resourceful, and committed to delivering exceptional service. We are looking for an individual who can clearly explain technical concepts to non-technical users and build rapport with customers. Join our client in providing outstanding technical assistance and contributing to a seamless user experience through remote support.
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