1,662 Software Issues jobs in Kenya
Senior Customer Support Lead, Technical Issues
Posted 18 days ago
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Job Description
Our client, a rapidly growing technology firm, is looking for an experienced and empathetic Senior Customer Support Lead to manage their fully remote customer service team. This role is integral to ensuring exceptional customer satisfaction by resolving complex technical issues and guiding the support team through challenging inquiries. The ideal candidate will have a strong background in technical support, excellent leadership qualities, and a passion for customer advocacy. You will be responsible for training and mentoring support agents, developing support documentation, analyzing customer feedback, and escalating critical issues to product and engineering teams. This position demands excellent communication skills, problem-solving abilities, and the capacity to thrive in a dynamic, remote work environment.
Key Responsibilities:
Qualifications:
This fully remote position offers an exciting opportunity to lead a vital function within a forward-thinking company. You will have the flexibility to work from your preferred location while making a significant impact on customer success. Our company has a strong presence near Eldoret, Kenya , but this role is entirely remote, allowing for global talent acquisition.
Key Responsibilities:
- Lead and mentor a team of remote customer support agents, providing guidance and motivation.
- Handle escalated customer support issues, ensuring timely and effective resolution.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Monitor support channels (email, chat, phone) and ensure adherence to service level agreements (SLAs).
- Analyze customer feedback and support trends to identify areas for product and service improvement.
- Collaborate with product, engineering, and sales teams to relay customer insights and resolve complex issues.
- Train new support agents on products, procedures, and best practices.
- Develop and implement quality assurance processes for customer interactions.
- Contribute to the continuous improvement of customer support tools and workflows.
- Champion customer needs and act as a voice of the customer within the organization.
Qualifications:
- Bachelor's degree in a related field or equivalent practical experience.
- Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or senior role.
- Proven experience in troubleshooting technical issues with software or hardware products.
- Excellent problem-solving and analytical skills.
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly.
- Demonstrated leadership and team management capabilities.
- Experience with customer support platforms (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
- Patient, empathetic, and customer-focused attitude.
- Experience in developing training materials and documentation.
This fully remote position offers an exciting opportunity to lead a vital function within a forward-thinking company. You will have the flexibility to work from your preferred location while making a significant impact on customer success. Our company has a strong presence near Eldoret, Kenya , but this role is entirely remote, allowing for global talent acquisition.
This advertiser has chosen not to accept applicants from your region.
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Customer Support Lead - Technical Issues
Posted 1 day ago
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Job Description
Our client is seeking an experienced and empathetic Customer Support Lead to manage their technical support team. This role is instrumental in ensuring exceptional customer service by overseeing daily operations, resolving complex customer issues, and driving continuous improvement within the support function. The ideal candidate will possess a strong blend of leadership skills, technical aptitude, and a passion for customer advocacy. You will be responsible for mentoring and training support agents, setting performance benchmarks, and ensuring adherence to service level agreements (SLAs).
Key duties include handling escalated customer inquiries, providing detailed troubleshooting guidance for technical problems, and collaborating with engineering and product teams to address recurring issues and improve product stability. You will also be involved in developing and updating support documentation, including FAQs, knowledge base articles, and troubleshooting guides. A crucial part of this role is analyzing customer feedback and support metrics to identify trends, pinpoint areas of concern, and implement strategies to enhance the overall customer experience. The Customer Support Lead will also play a key role in developing and refining customer support policies and procedures. This position requires excellent communication skills, both written and verbal, as well as strong organizational and problem-solving abilities. You will work closely with management to report on team performance, customer satisfaction levels, and operational efficiency. This role offers a hybrid work arrangement, combining the flexibility of remote work with the collaborative benefits of in-office team engagement. Experience in managing a customer support team, particularly in a technical environment, is essential. You should be adept at fostering a positive team culture and motivating individuals to deliver outstanding service.
Responsibilities:
Key duties include handling escalated customer inquiries, providing detailed troubleshooting guidance for technical problems, and collaborating with engineering and product teams to address recurring issues and improve product stability. You will also be involved in developing and updating support documentation, including FAQs, knowledge base articles, and troubleshooting guides. A crucial part of this role is analyzing customer feedback and support metrics to identify trends, pinpoint areas of concern, and implement strategies to enhance the overall customer experience. The Customer Support Lead will also play a key role in developing and refining customer support policies and procedures. This position requires excellent communication skills, both written and verbal, as well as strong organizational and problem-solving abilities. You will work closely with management to report on team performance, customer satisfaction levels, and operational efficiency. This role offers a hybrid work arrangement, combining the flexibility of remote work with the collaborative benefits of in-office team engagement. Experience in managing a customer support team, particularly in a technical environment, is essential. You should be adept at fostering a positive team culture and motivating individuals to deliver outstanding service.
Responsibilities:
- Lead, mentor, and manage a team of customer support representatives.
- Handle and resolve escalated customer technical issues and complaints.
- Develop and implement customer support policies and procedures.
- Monitor and analyze customer support metrics to ensure service excellence.
- Collaborate with other departments to resolve product issues and improve customer satisfaction.
- Create and maintain a comprehensive knowledge base and support documentation.
- Train and onboard new customer support staff.
- Foster a positive and productive team environment.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Support Specialist - Technical Issues
Posted 5 days ago
Job Viewed
Job Description
Our client, a leading software provider, is seeking a dedicated and skilled Senior Customer Support Specialist to handle complex technical issues for their global user base. This is a fully remote position, requiring exceptional problem-solving abilities and a deep understanding of our product suite. You will be the primary point of contact for escalated customer inquiries, providing timely and effective solutions. The role emphasizes a remote-first approach, with a strong focus on digital communication and efficient ticket management.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via email, chat, and phone, resolving complex product-related issues.
- Diagnose and troubleshoot software problems, identifying root causes and implementing solutions.
- Escalate unresolved issues to relevant development or engineering teams with detailed documentation.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Assist in training and mentoring junior support staff on product knowledge and support procedures.
- Identify trends in customer issues and provide feedback to product development teams for improvement.
- Manage customer relationships, ensuring high levels of satisfaction and retention.
- Document all customer interactions and resolutions accurately within the CRM system.
- Proactively monitor customer systems and performance where applicable.
- Contribute to improving support processes and customer experience strategies.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in technical customer support, preferably in a software or SaaS environment.
- Proven ability to diagnose and resolve complex technical issues related to software applications.
- Strong understanding of operating systems, networking concepts, and database fundamentals.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Proficiency in using helpdesk software and CRM systems.
- Strong analytical and problem-solving skills.
- Ability to work independently and manage time effectively in a remote setting.
- Patience, empathy, and a customer-centric attitude.
- Experience with scripting or basic programming is a plus.
This advertiser has chosen not to accept applicants from your region.
2
Remote Senior AI/ML Engineer - Healthcare
Posted 21 days ago
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Job Description
Our client, a pioneering health-tech company, is seeking an exceptional Remote Senior AI/ML Engineer to drive the development of cutting-edge artificial intelligence and machine learning solutions for the healthcare industry. This fully remote role is crucial in advancing diagnostic tools, predictive analytics for patient outcomes, and personalized treatment recommendations. You will be responsible for the entire ML lifecycle, from data collection and preprocessing to model development, validation, deployment, and monitoring. Your expertise will be applied to complex healthcare datasets, requiring a deep understanding of medical terminologies, data privacy regulations (e.g., HIPAA), and ethical considerations in AI for healthcare. Key responsibilities include designing and implementing advanced ML models (e.g., deep learning, NLP), evaluating their performance rigorously, and integrating them into existing healthcare platforms. You will collaborate closely with clinicians, researchers, data scientists, and software engineers to translate clinical needs into innovative AI-powered solutions. The ideal candidate possesses a strong background in machine learning, statistical modeling, programming (Python), and relevant libraries/frameworks (e.g., TensorFlow, PyTorch, scikit-learn). Experience with healthcare data analysis, including medical imaging, EMR data, or genomics, is highly advantageous. Excellent problem-solving abilities, strong communication skills for interdisciplinary collaboration, and a passion for improving patient care through AI are essential. This is a unique opportunity to make a significant impact in the healthcare sector through advanced technology while enjoying the flexibility of remote work.
Responsibilities:
Responsibilities:
- Design, develop, and deploy advanced AI/ML models for healthcare applications.
- Analyze and preprocess complex healthcare datasets (e.g., EMR, medical imaging, genomics).
- Implement and optimize machine learning algorithms, including deep learning and NLP.
- Validate model performance, ensuring accuracy, reliability, and fairness.
- Collaborate with clinicians and researchers to understand clinical needs and data challenges.
- Integrate ML models into existing healthcare software systems.
- Ensure compliance with healthcare data privacy regulations (e.g., HIPAA).
- Stay current with state-of-the-art AI/ML research and techniques in healthcare.
- Mentor junior AI/ML engineers and contribute to best practices.
- Communicate complex technical findings to diverse stakeholders.
- Master's or Ph.D. in Computer Science, Data Science, AI/ML, or a related quantitative field.
- 5+ years of hands-on experience in developing and deploying AI/ML models.
- Proven experience applying AI/ML in the healthcare or life sciences domain.
- Expertise in Python and relevant ML libraries (TensorFlow, PyTorch, scikit-learn).
- Strong understanding of statistical modeling, data mining, and predictive analytics.
- Experience with healthcare data formats and privacy regulations.
- Excellent analytical, problem-solving, and critical thinking skills.
- Strong communication and collaboration abilities for interdisciplinary teams.
- Ability to work independently and manage projects effectively in a remote environment.
This advertiser has chosen not to accept applicants from your region.
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Remote Lead HVAC Systems Technician - Technical Support
Posted 21 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Lead HVAC Systems Technician to join their global support team in a fully remote capacity. In this critical role, you will be the primary technical point of contact for complex HVAC system issues reported from various client sites. You will be responsible for remotely diagnosing, troubleshooting, and providing expert guidance to on-site technicians, ensuring optimal performance and longevity of HVAC installations. Your duties will include analyzing system performance data, reviewing diagnostic reports, interpreting technical schematics, and developing detailed repair strategies. You will leverage your extensive knowledge of various HVAC equipment, refrigeration cycles, control systems, and building management systems (BMS) to provide accurate and timely solutions. This role requires exceptional problem-solving skills, the ability to work autonomously, and excellent communication abilities to articulate technical solutions to both technical and non-technical personnel. You will also contribute to the development of training materials and best practice guides for field technicians, aimed at enhancing their diagnostic capabilities. The successful candidate will be adept at using remote diagnostic tools, interpreting sensor data, and recommending preventative maintenance schedules based on performance trends. A key focus will be on ensuring compliance with all relevant safety standards and environmental regulations. This is an opportunity to shape the maintenance strategies for critical infrastructure from a distance, directly impacting operational efficiency and client satisfaction. While the role is fully remote, the context involves supporting installations primarily in the **Malindi, Kilifi, KE** region. A minimum of 5 years of hands-on experience in HVAC system installation, maintenance, and repair is mandatory, along with a strong understanding of electrical and mechanical principles related to HVAC. Relevant certifications (e.g., EPA Universal, NATE) are highly advantageous. You will be expected to manage multiple complex cases simultaneously and maintain detailed records of all support activities. This position requires a proactive and analytical mindset, with a passion for resolving challenging technical problems in the building services sector.
This advertiser has chosen not to accept applicants from your region.
4
Remote Customer Success Advocate - Technical Support
Posted 15 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Customer Success Advocate to provide exceptional remote technical support. This position is integral to ensuring our users have a seamless experience with our products and services. As a remote-first team member, you will be the primary point of contact for customers experiencing technical challenges, offering timely and effective solutions through various communication channels including chat, email, and phone. You will delve into complex issues, troubleshoot software and hardware problems, and guide users through resolutions, ensuring a high level of customer satisfaction. The role requires a proactive approach to identifying recurring issues and contributing to the knowledge base with comprehensive solutions.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- 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.
Qualifications:
- 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.
This advertiser has chosen not to accept applicants from your region.
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Remote HVAC Technician - Technical Support Specialist
Posted 6 days ago
Job Viewed
Job Description
Our client, a leading provider of industrial equipment and maintenance services, is looking for a highly skilled and experienced Remote HVAC Technician to join their technical support division. This position is entirely remote, allowing you to utilize your extensive knowledge of heating, ventilation, and air conditioning systems to provide expert assistance to clients and field technicians nationwide. You will be responsible for diagnosing complex HVAC issues remotely, guiding on-site personnel through troubleshooting procedures, and recommending appropriate repair or replacement strategies. Your role will involve analyzing diagnostic data, interpreting technical manuals, and communicating technical information clearly and concisely through various remote channels, including phone, video conferencing, and specialized support software. The ideal candidate will possess a strong background in HVAC system design, installation, and repair, with at least 5 years of hands-on experience. Relevant certifications (e.g., EPA Section 608) are highly desirable. Exceptional problem-solving abilities, a keen diagnostic eye, and the capacity to explain intricate technical concepts to individuals with varying levels of expertise are crucial. You must be comfortable working independently, managing your workload efficiently, and providing timely support to ensure minimal disruption for clients. A proactive approach to identifying recurring issues and contributing to the development of knowledge base articles and best practice guides will be highly valued. This remote role requires excellent communication and interpersonal skills, along with a deep understanding of HVAC equipment from various manufacturers. Join a company that values technical expertise and offers a flexible, remote work environment. This is a unique opportunity to apply your HVAC skills in a challenging and rewarding support capacity, impacting client satisfaction and operational efficiency. The role is associated with the operational hub of Kakamega, Kakamega, KE .
This advertiser has chosen not to accept applicants from your region.
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6
Remote Lead Field Service Technician - Technical Support
Posted 12 days ago
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Job Description
Our client is seeking a highly skilled and experienced Lead Field Service Technician to join their remote technical support team. This critical role involves providing expert-level remote troubleshooting, guidance, and technical support to field technicians and end-users on complex machinery and equipment. You will be instrumental in diagnosing issues, developing solutions, and ensuring the optimal performance and uptime of client systems. The ideal candidate will possess deep technical expertise, excellent problem-solving skills, and the ability to communicate intricate technical information clearly and effectively in a virtual setting.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- 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.
Qualifications:
- 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.
This advertiser has chosen not to accept applicants from your region.
7
Lead Automotive Diagnostic Technician - Remote Technical Support
Posted 21 days ago
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Job Description
Our client, a global leader in automotive technology, is looking for a skilled and experienced Lead Automotive Diagnostic Technician to provide remote technical support. In this role, you will be the primary point of contact for complex vehicle diagnostic issues, offering expert guidance to dealership technicians and service centers worldwide. This position operates on a remote-first basis, allowing you to leverage your deep understanding of automotive systems from your home office. Your responsibilities will include analyzing diagnostic data, interpreting fault codes, and recommending precise repair procedures for a wide range of vehicle makes and models. You will collaborate closely with engineering and product development teams to identify recurring issues and provide feedback for future product improvements. This role requires exceptional problem-solving skills and the ability to explain intricate technical concepts clearly and concisely to individuals with varying levels of technical expertise. You will develop and maintain a knowledge base of common issues and solutions, contributing to training materials for service personnel. The ideal candidate will have extensive hands-on experience with modern diagnostic equipment, scan tools, and vehicle communication interfaces. Proficiency in interpreting electrical schematics and mechanical diagrams is essential. You should possess a strong understanding of powertrain, chassis, electrical, and infotainment systems. This is a unique opportunity to utilize your diagnostic expertise in a challenging and rewarding remote environment, contributing to the seamless operation of vehicles for customers globally. You will be instrumental in ensuring customer satisfaction by enabling efficient and accurate repairs through expert remote consultation.
This advertiser has chosen not to accept applicants from your region.
8
Lead Field Service Technician (Remote Technical Support)
Posted 22 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Lead Field Service Technician to provide advanced remote technical support and guidance for installation and maintenance operations. This role is crucial for ensuring the efficient and effective resolution of complex technical issues, troubleshooting installation challenges, and guiding on-site technicians through intricate maintenance procedures. The ideal candidate will possess deep technical expertise in a relevant field, strong problem-solving skills, and exceptional communication abilities, particularly in conveying technical information clearly and concisely in a remote setting. You will serve as the primary point of escalation for challenging technical problems, leveraging remote diagnostic tools and virtual collaboration.
Key Responsibilities:
Key Responsibilities:
- Provide expert remote technical support and troubleshooting for installation, maintenance, and repair of complex equipment and systems.
- Guide and mentor junior field service technicians remotely, assisting them in diagnosing and resolving difficult technical issues.
- Develop and update technical documentation, including installation manuals, troubleshooting guides, and best practice advisories.
- Analyze service reports and customer feedback to identify recurring issues and areas for product or process improvement.
- Utilize remote diagnostic tools, software, and communication platforms to effectively assess and resolve technical problems.
- Conduct remote training sessions for field technicians and customers on equipment operation, maintenance, and troubleshooting.
- Collaborate with engineering and product development teams to relay field feedback and contribute to product enhancements.
- Ensure all remote support activities are logged accurately and efficiently in the service management system.
- Maintain up-to-date knowledge of product lines, industry best practices, and emerging technologies.
- Escalate critical issues to appropriate internal stakeholders when necessary.
- Associate's or Bachelor's degree in Electrical Engineering, Mechanical Engineering, Electronics, or a related technical field.
- A minimum of 7-9 years of progressive experience in field service, technical support, or maintenance roles, with a significant focus on complex systems.
- Proven ability to troubleshoot and resolve advanced technical problems remotely.
- In-depth knowledge of installation and maintenance procedures for electromechanical systems, industrial equipment, or similar technologies.
- Excellent diagnostic skills and proficiency with testing equipment and remote diagnostic tools.
- Exceptional verbal and written communication skills, with the ability to clearly explain complex technical concepts to various audiences in a remote environment.
- Strong interpersonal and leadership skills, with the ability to mentor and guide remote teams.
- Proficiency with CRM and remote support software.
- Ability to work independently, manage time effectively, and handle high-pressure situations in a remote setting.
- A proactive and customer-centric approach to problem-solving.
- Familiarity with the types of installations and maintenance required in the region of Nyeri, Nyeri, KE would be an advantage.
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