1,105 Support Agent jobs in Kenya
Customer Support Agent
80200 Nairobi, Nairobi
KES40000 month
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Job Description
Our client is seeking a proactive and customer-centric Customer Support Agent to join their dynamic team. This role involves providing exceptional assistance to customers, resolving inquiries, and ensuring a positive service experience. You will be responsible for handling customer interactions via phone, email, and chat, troubleshooting issues, and escalating complex cases when necessary. This position offers a hybrid work model, combining remote flexibility with essential in-office collaboration to foster team synergy.
Responsibilities:
Responsibilities:
- Respond promptly and professionally to customer inquiries across various channels.
- Provide accurate information about products, services, and policies.
- Troubleshoot and resolve customer issues efficiently, aiming for first-contact resolution.
- Document all customer interactions and resolutions in the company's CRM system.
- Identify opportunities to improve customer satisfaction and service processes.
- Collaborate with internal teams to address customer concerns and feedback.
- Maintain a high level of product knowledge to assist customers effectively.
- Participate in team meetings and training sessions, both virtual and in-person.
- Adhere to all company service standards and performance metrics.
- Previous experience in a customer service or call center environment is essential.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and a customer-first attitude.
- Proficiency in using customer support software and tools.
- Ability to multitask and manage time effectively.
- A positive and empathetic approach to customer interactions.
- Ability to work both independently and as part of a hybrid team.
- High school diploma or equivalent; further education or certifications are a plus.
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Remote Technical Support Agent
80100 Nairobi, Nairobi
KES60000 Annually
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Our client is seeking a skilled and customer-focused Remote Technical Support Agent to provide exceptional assistance to users facing technical challenges. In this fully remote position, you will be the first line of support, addressing inquiries and resolving issues via phone, email, and chat. Your main goal is to ensure user satisfaction by delivering timely and effective technical solutions. Responsibilities include diagnosing hardware and software problems, guiding users through step-by-step solutions, escalating complex issues to higher-level support teams when necessary, and documenting all interactions and resolutions accurately. The ideal candidate will possess strong technical aptitude, excellent troubleshooting skills, and patience when explaining technical concepts to non-technical users. Proficiency with common operating systems, software applications, and remote support tools is essential. You must be an excellent communicator, both verbally and in writing, with the ability to convey information clearly and concisely. Strong active listening skills and a customer-centric approach are paramount. This role requires the ability to work independently, manage your time effectively, and maintain a high level of productivity in a remote setting. Adaptability and a willingness to learn about new products and technologies are also key. Join our client's dedicated support team and help ensure our users have a seamless experience with our technology, all from the convenience of your home. This is a rewarding opportunity for individuals passionate about technology and helping people.
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Remote Bilingual Customer Support Agent
30100 Kitale, Rift Valley
KES42000 Annually
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Our client is seeking a proficient and customer-focused Remote Bilingual Customer Support Agent to bridge communication gaps and provide outstanding service to our diverse customer base. This is a fully remote position, enabling you to contribute from the comfort of your home office. As a key member of our support team, you will engage with customers in both English and (Specify Second Language, e.g., Swahili, French) to address inquiries, resolve issues, and enhance their overall experience with our products/services. You will be instrumental in maintaining customer loyalty by offering prompt, accurate, and personalized assistance. Your responsibilities will include managing customer interactions across various platforms, diagnosing problems, and guiding customers through solutions.
Responsibilities:
Responsibilities:
- Provide exceptional customer service and technical support to clients in English and (Specify Second Language).
- Respond to customer inquiries promptly and professionally via phone, email, and chat.
- Identify, troubleshoot, and resolve customer issues effectively.
- Escalate complex problems to the appropriate internal teams when necessary.
- Document all customer interactions and resolutions in the CRM system.
- Educate customers on product features, services, and best practices.
- Maintain a high level of customer satisfaction by delivering efficient and courteous support.
- Participate in training sessions to stay updated on product knowledge and support procedures.
- Contribute to team efforts and assist colleagues as needed.
- High school diploma or equivalent; further education or certification is a plus.
- Proven experience in customer service or a related field.
- Fluency in both English and (Specify Second Language) is essential (written and spoken).
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to work independently and manage time effectively in a remote setting.
- Familiarity with CRM software and ticketing systems.
- Strong active listening and empathetic response capabilities.
- Must possess a reliable internet connection and a suitable home office environment.
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2
Remote Bilingual Customer Support Agent
01000 Makongeni
KES40000 Annually
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We are seeking a fluent and customer-focused Remote Bilingual Customer Support Agent to join our growing team. This role is 100% remote, providing you with the convenience of working from home. You will be the first point of contact for customers, offering support in both English and another specified language. Your primary responsibilities include responding to customer inquiries via phone, email, and chat, resolving issues efficiently, and providing product or service information. You will meticulously log all customer interactions and follow up as necessary to ensure satisfaction. The ideal candidate will possess outstanding verbal and written communication skills in both languages. A friendly, patient, and empathetic demeanor is crucial for delivering excellent customer service. Previous experience in a customer service or call center environment is highly preferred. Familiarity with CRM systems and common communication tools is beneficial. You must be a self-starter, highly organized, and able to manage your time effectively in a remote setting. This role requires a commitment to delivering a positive customer experience and contributing to team success. Your language skills will be vital in assisting customers from diverse backgrounds, including those in and around Thika, Kiambu, KE . This is an ideal opportunity for individuals seeking a flexible, remote customer support role.
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3
Remote Technical Support Agent - SaaS Platforms
00200 Abothuguchi West
KES60000 month
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Our client is seeking a diligent and tech-savvy Remote Technical Support Agent to provide exceptional customer service and technical assistance for their suite of Software as a Service (SaaS) products. This fully remote role involves troubleshooting software issues, guiding users through platform features, and ensuring a positive customer experience. You will be a key point of contact for clients encountering technical challenges.
Key Responsibilities:
Qualifications:
This remote opportunity offers the chance to be part of a fast-growing tech company and support users worldwide.
Key Responsibilities:
- Respond to customer inquiries regarding SaaS platform functionality and troubleshooting via various channels (email, chat, phone).
- Diagnose and resolve software-related issues, including bugs, errors, and connectivity problems.
- Guide users through product features, configurations, and best practices for optimal usage.
- Escalate complex technical problems to the engineering or development teams with detailed information.
- Document customer interactions, resolutions, and recurring issues in the ticketing system.
- Contribute to the creation and maintenance of help desk documentation, FAQs, and knowledge base articles.
- Identify patterns in support requests to provide feedback for product improvements.
- Proactively identify and communicate potential issues to customers.
- Ensure timely follow-up with customers on outstanding support tickets.
- Maintain a high level of customer satisfaction through effective communication and problem resolution.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Collaborate with internal teams to share product knowledge and customer insights.
- Assist with user onboarding and basic training sessions for new clients.
- Stay updated on new product releases, features, and updates.
- Maintain data privacy and security protocols for customer information.
Qualifications:
- Previous experience in technical support, customer service, or a similar role, preferably with SaaS products.
- Strong understanding of software applications, operating systems, and web technologies.
- Excellent verbal and written communication skills, with the ability to explain technical concepts simply.
- Proficiency in using help desk software, CRM systems, and remote support tools.
- Ability to multitask, prioritize, and manage time effectively in a remote work environment.
- Patient and empathetic approach to customer interactions.
- High school diploma or equivalent; a technical certification or associate's degree is a plus.
- A reliable home office setup with a stable high-speed internet connection.
- Basic troubleshooting skills for network connectivity issues.
- Experience with API integrations or data management is an advantage.
This remote opportunity offers the chance to be part of a fast-growing tech company and support users worldwide.
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4
Remote Customer Service & Technical Support Specialist
00201 Abothuguchi West
KES200000 Annually
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Job Description
Our client is seeking a highly skilled and customer-focused Customer Service & Technical Support Specialist to join their fully remote support team. This role is critical in ensuring our clients receive exceptional assistance and timely resolution to their technical inquiries and service requests. You will be the first point of contact for customers experiencing issues with our products or services, providing comprehensive support via phone, email, and chat. Key responsibilities include diagnosing technical problems, guiding users through troubleshooting steps, escalating complex issues to appropriate teams, and maintaining accurate records of customer interactions in our CRM system. The ideal candidate will possess excellent communication, problem-solving, and active listening skills. A strong technical aptitude and the ability to explain technical concepts clearly to non-technical users are essential. Previous experience in customer support or technical helpdesk roles, particularly in a remote capacity, is highly desirable. You should be patient, empathetic, and dedicated to providing outstanding customer experiences. Familiarity with common software applications and troubleshooting methodologies is important. This is an excellent opportunity to contribute to customer satisfaction and build your career in a supportive, remote environment. Your ability to efficiently manage inquiries and maintain a positive customer demeanor will be key to success. We are looking for individuals who are passionate about helping others and are adept at navigating technical challenges with a friendly and professional approach.
Responsibilities:
Qualifications:
Responsibilities:
- Provide high-quality customer support and technical assistance via phone, email, and chat.
- Diagnose and troubleshoot customer issues with products and services.
- Guide customers through step-by-step solutions and problem resolution.
- Escalate unresolved issues to the appropriate technical teams or departments.
- Maintain accurate and detailed records of customer interactions and technical issues.
- Identify and report trends in customer inquiries and technical problems.
- Contribute to the development of helpdesk documentation and knowledge base articles.
- Ensure a high level of customer satisfaction through prompt and professional service.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Stay updated on product knowledge and support procedures.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 2 years of experience in customer service or technical support.
- Proven ability to diagnose and resolve technical issues.
- Excellent communication, interpersonal, and active listening skills.
- Proficiency with CRM software and helpdesk ticketing systems.
- Strong typing skills and computer proficiency.
- Ability to work independently and manage time effectively in a remote setting.
- Customer-focused attitude with a strong sense of empathy and patience.
- Ability to multitask and handle multiple customer inquiries simultaneously.
- Familiarity with common software applications and operating systems.
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5
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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6
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.
This advertiser has chosen not to accept applicants from your region.
7
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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8
Remote Customer Service & Support Specialist
20200 Moiben
KES55000 Annually
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Posted today
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Job Description
We are seeking a friendly, efficient, and customer-focused Remote Customer Service & Support Specialist to join our growing virtual team. In this fully remote role, you will be the primary point of contact for customers, providing exceptional support and resolving inquiries through various channels, including email, chat, and phone. Your main responsibility will be to assist customers with product information, troubleshooting technical issues, processing orders, and addressing any concerns they may have. You will need to maintain a high level of product knowledge and be able to clearly articulate solutions and provide guidance to customers. Building and maintaining positive customer relationships is paramount, ensuring a positive customer experience at every interaction. Responsibilities include accurately documenting customer interactions, escalating complex issues to the appropriate teams, and following up to ensure resolution. You will also contribute to improving customer service processes by providing feedback on common customer issues and suggesting enhancements. Strong communication skills, both written and verbal, are essential, along with the ability to empathize with customers and maintain a professional demeanor under pressure. You must be a self-starter, highly organized, and capable of managing your time effectively to meet service level agreements (SLAs) in a remote work environment. A secondary school certificate or equivalent is required, with a proven track record of customer service experience. Experience with CRM software and helpdesk ticketing systems is highly desirable. Excellent typing skills and computer proficiency are also necessary. Join us and become a vital part of our commitment to delivering outstanding customer service.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and provide support via email, chat, and phone.
- Troubleshoot technical issues and guide customers through resolution steps.
- Process orders, returns, and exchanges accurately and efficiently.
- Maintain detailed and accurate records of customer interactions in the CRM system.
- Escalate complex issues to appropriate departments for resolution.
- Follow up with customers to ensure satisfaction and resolve outstanding issues.
- Educate customers on product features, benefits, and services.
- Contribute to team goals by meeting performance metrics and customer satisfaction targets.
- Identify opportunities to improve the customer experience and suggest process enhancements.
- Maintain a positive and professional attitude at all times.
- High school diploma or equivalent.
- Proven experience in customer service, technical support, or a similar role.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency with computers and common software applications.
- Experience with CRM and helpdesk software is a plus.
- Ability to work independently and manage time effectively in a remote setting.
- Customer-centric mindset and a passion for helping others.
This advertiser has chosen not to accept applicants from your region.
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