125 Support Services jobs in Meru
Senior Community Support Manager - Mental Health Services
60200 Meru , Eastern
KES110000 Annually
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Posted 2 days ago
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Job Description
Our client, a leading provider of mental health support services, is seeking an empathetic and experienced Senior Community Support Manager to lead our remote client engagement team. This role is pivotal in ensuring accessible and high-quality support for individuals within our community. You will be responsible for overseeing the delivery of services, managing a team of support professionals, and developing innovative strategies to enhance client well-being, all within a fully remote framework.
Responsibilities:
Responsibilities:
- Oversee the day-to-day operations of the community support team, ensuring consistent and high-quality service delivery.
- Develop, implement, and refine support protocols and best practices for remote client interaction.
- Manage, train, and mentor a team of community support specialists, fostering a positive and productive remote work environment.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Act as a point of escalation for complex client issues, providing guidance and resolution.
- Monitor client satisfaction and feedback, implementing improvements as needed.
- Collaborate with clinical staff and other stakeholders to ensure a holistic approach to client care.
- Develop and maintain strong relationships with community partners and resources.
- Contribute to the development of new programs and initiatives aimed at expanding reach and impact.
- Ensure compliance with relevant regulations and ethical standards in service provision.
- Analyze service data to identify trends and areas for improvement in client support.
- Master's degree in Social Work, Psychology, Counseling, Public Health, or a related field.
- A minimum of 5 years of experience in community support, social services, or mental health care, with at least 2 years in a supervisory or management role.
- Proven experience in managing and developing teams, preferably in a remote setting.
- Strong understanding of mental health challenges, community resources, and support systems.
- Excellent crisis intervention and de-escalation skills.
- Exceptional communication, interpersonal, and active listening skills.
- Proficiency in using CRM systems, telehealth platforms, and other remote collaboration tools.
- Ability to manage multiple priorities and work effectively under pressure.
- A strong commitment to client advocacy and evidence-based support practices.
- Demonstrated ability to work independently and collaboratively in a remote environment.
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0
Technical Support Lead
60200 Meru , Eastern
KES300000 Annually
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Posted today
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Our client is looking for an experienced and highly motivated Technical Support Lead to manage and guide their customer support team. This is a hybrid role, offering a balance between remote work flexibility and in-office collaboration. You will be responsible for overseeing the daily operations of the technical support department, ensuring prompt and effective resolution of customer inquiries and technical issues. Your role will involve leading a team of support agents, providing training and coaching, developing support procedures, and analyzing support metrics to identify areas for improvement. You will also act as a point of escalation for complex technical problems, liaising with engineering and product teams to ensure timely bug fixes and feature enhancements.
The ideal candidate will possess a strong technical aptitude, excellent customer service skills, and proven leadership experience. You should have a deep understanding of IT support methodologies, ticketing systems, and common technical issues across various platforms and software. Experience in building and managing a high-performing support team is essential. We are seeking an individual with exceptional problem-solving abilities, strong communication skills, and the capacity to remain calm and effective under pressure. This hybrid role requires you to manage your remote work effectively while also being available for in-office meetings and team sessions as needed. Your dedication to customer satisfaction and technical excellence will be key to success.
Key Responsibilities:
The ideal candidate will possess a strong technical aptitude, excellent customer service skills, and proven leadership experience. You should have a deep understanding of IT support methodologies, ticketing systems, and common technical issues across various platforms and software. Experience in building and managing a high-performing support team is essential. We are seeking an individual with exceptional problem-solving abilities, strong communication skills, and the capacity to remain calm and effective under pressure. This hybrid role requires you to manage your remote work effectively while also being available for in-office meetings and team sessions as needed. Your dedication to customer satisfaction and technical excellence will be key to success.
Key Responsibilities:
- Lead, mentor, and manage a team of technical support specialists.
- Oversee the daily workflow and performance of the support department.
- Develop and implement support policies, procedures, and best practices.
- Ensure timely and accurate resolution of customer technical issues.
- Act as an escalation point for complex technical problems.
- Train and onboard new support team members.
- Monitor support queues and key performance indicators (KPIs).
- Analyze support data to identify trends and areas for improvement.
- Collaborate with engineering and product teams on bug fixes and feature requests.
- Contribute to the creation and maintenance of knowledge base articles and documentation.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in technical support, with at least 2 years in a lead or supervisory role.
- Proven experience with customer support ticketing systems (e.g., Zendesk, Jira Service Desk).
- Strong understanding of operating systems, networking concepts, and common software applications.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Exceptional customer service and communication abilities.
- Demonstrated leadership and team management capabilities.
- Ability to work effectively in a hybrid work environment.
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1
Technical Support Engineer
60200 Meru , Eastern
KES120000 Annually
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Posted 2 days ago
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Job Description
Our client is seeking a skilled and motivated Technical Support Engineer to join their globally distributed team. This is a fully remote position, allowing you to provide expert technical assistance from the comfort of your home. You will be responsible for diagnosing and resolving complex technical issues for our clients' software products and services. This role requires a strong understanding of software applications, hardware systems, and network protocols, combined with excellent problem-solving and communication skills. You will be a key point of contact for customers needing advanced technical support, ensuring their satisfaction and seamless operation of our client's solutions.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, chat, and remote sessions, addressing complex software and hardware issues.
- Diagnose, troubleshoot, and resolve technical problems efficiently, escalating when necessary to engineering teams with detailed documentation.
- Analyze product performance issues, identify root causes, and implement effective solutions.
- Develop and maintain technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Collaborate with product development and quality assurance teams to identify and report software bugs and usability issues.
- Assist in the testing and implementation of new software releases and updates.
- Provide training and guidance to less experienced support staff.
- Manage customer relationships, ensuring a high level of satisfaction through timely and effective problem resolution.
- Monitor system performance and identify potential issues before they impact users.
- Contribute to the continuous improvement of support processes and customer service standards.
- Stay current with new technologies and product updates relevant to the support role.
- Work independently to manage assigned tickets and projects, meeting defined service level agreements (SLAs).
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
- Minimum of 4 years of experience in technical support or a related IT role, with a strong track record of resolving complex issues.
- In-depth knowledge of operating systems (Windows, macOS, Linux), network protocols (TCP/IP, DNS, DHCP), and common software applications.
- Experience with scripting languages (e.g., Python, Bash) is a plus.
- Proficiency in using remote access tools and helpdesk ticketing systems.
- Excellent analytical and problem-solving skills, with a logical approach to troubleshooting.
- Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical users.
- Ability to work autonomously and manage time effectively in a remote environment.
- Customer-focused attitude with a passion for delivering exceptional service.
- Experience with cloud platforms (AWS, Azure, GCP) is advantageous.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus.
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2
Senior Technical Support Engineer
60200 Meru , Eastern
KES95000 Annually
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Posted 2 days ago
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Job Description
Our client, a rapidly growing technology solutions provider, is seeking a highly skilled Senior Technical Support Engineer to join their fully remote customer service and helpdesk team. In this vital role, you will be responsible for providing advanced technical assistance and troubleshooting for complex software and hardware issues to a global customer base. You will act as a point of escalation for challenging technical problems, diagnose issues efficiently, and provide clear, concise solutions. The ideal candidate possesses deep technical knowledge, exceptional problem-solving skills, and a passion for delivering outstanding customer support in a remote-first environment.
Responsibilities:
Responsibilities:
- Provide expert-level technical support and troubleshooting for our client's products and services via remote channels (phone, email, chat, video conferencing).
- Diagnose and resolve complex technical issues escalated from Tier 1 and Tier 2 support teams.
- Conduct in-depth analysis of technical problems, identifying root causes and implementing permanent solutions.
- Document technical solutions, create knowledge base articles, and contribute to user guides and FAQs.
- Collaborate with engineering and product development teams to report bugs, suggest product improvements, and test new features.
- Maintain high levels of customer satisfaction by delivering timely, accurate, and professional technical support.
- Train and mentor junior support staff on technical troubleshooting techniques and best practices.
- Monitor system performance and identify potential issues before they impact customers.
- Participate in on-call rotation to provide 24/7 support coverage as needed.
- Stay abreast of new product releases, updates, and industry trends.
- Bachelor's degree in Computer Science, Information Technology, or a related technical discipline.
- Minimum of 7 years of experience in technical support, helpdesk operations, or systems administration, with a focus on complex issue resolution.
- Extensive knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
- Proven experience troubleshooting complex hardware and software issues.
- Familiarity with CRM systems and ticketing platforms (e.g., Zendesk, Salesforce Service Cloud).
- Excellent analytical and problem-solving skills, with a methodical approach to troubleshooting.
- Outstanding communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced remote environment.
- Experience in cloud technologies (AWS, Azure, GCP) is a plus.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are advantageous.
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3
Senior Technical Support Engineer
60200 Meru , Eastern
KES160000 Annually
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Posted 2 days ago
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Job Description
Our client is seeking a dedicated and experienced Senior Technical Support Engineer to join their fully remote customer support team. This role involves providing high-level technical assistance to our customers, troubleshooting complex issues, and ensuring customer satisfaction. You will be the primary point of contact for escalated technical problems, requiring in-depth knowledge of our products and services. The ideal candidate will possess exceptional problem-solving skills, a strong technical aptitude, and the ability to communicate technical information clearly and concisely to both technical and non-technical users. Responsibilities include diagnosing and resolving hardware and software issues, managing support tickets, documenting solutions, and providing feedback to the product development team to improve product quality and user experience. You will also be involved in creating and maintaining support documentation, knowledge base articles, and training materials. This is a remote-first position, so excellent communication skills, self-discipline, and the ability to work independently are crucial. You will collaborate with other support team members, engineering, and product management to ensure timely and effective resolution of customer issues. Experience with ticketing systems (e.g., Zendesk, Jira Service Desk), remote support tools, and network troubleshooting is essential. We are looking for someone who is proactive, customer-focused, and dedicated to providing an outstanding support experience. This role offers the opportunity to work with cutting-edge technology and make a real difference in our customers' success. The ability to manage multiple priorities and work under pressure is a key requirement. A background in IT support, systems administration, or a related technical field is highly valued. This is a critical role in ensuring the smooth operation and continued satisfaction of our user base, operating entirely from a remote setting.
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4
Senior Technical Support Specialist
60200 Meru , Eastern
KES120000 Annually
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Posted 2 days ago
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Job Description
Our client is seeking a highly motivated and experienced Senior Technical Support Specialist to provide exceptional, remote-first customer service and technical assistance. This position is critical in ensuring our users receive timely and effective solutions to their software and hardware challenges. You will be the primary point of contact for complex technical inquiries, troubleshooting intricate issues, and guiding customers through resolution processes. Responsibilities include diagnosing and resolving technical hardware and software issues, identifying user needs, and escalating unresolved issues to the appropriate internal teams. You will meticulously document all support interactions, create and maintain knowledge base articles, and contribute to the continuous improvement of support processes and tools. This role demands excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly and concisely to users with varying levels of technical expertise. As a fully remote employee, you will leverage advanced remote support tools and collaboration platforms to deliver a seamless support experience. A proactive approach to identifying trends in support requests and suggesting preventative measures is highly valued. The ideal candidate will have a proven track record in technical support roles, with strong expertise in operating systems, network troubleshooting, and common software applications. Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote desktop support tools is essential. You will be expected to manage your workload efficiently, prioritize tasks effectively, and maintain a high level of customer satisfaction. A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, along with at least 5 years of experience in a technical support capacity, is required. This is an excellent opportunity to join a forward-thinking organization and contribute to our commitment to outstanding customer support, all while enjoying the flexibility of a remote role. Your primary focus will be supporting users related to operations based out of Meru, Meru, KE .
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5
Lead Technical Support Specialist
60200 Meru , Eastern
KES150000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client, a fast-growing technology services company, is searching for a highly skilled and customer-focused Lead Technical Support Specialist to join our fully remote support division. This role is crucial for providing advanced technical assistance and leadership to our support team, ensuring exceptional service delivery to our diverse client base. While the position is remote, you will be managing support operations that may originate from or relate to clients in the vicinity of Meru, Meru, KE . The Lead Technical Support Specialist will be responsible for resolving complex technical issues, guiding junior support staff, and developing efficient support processes. You will act as a point of escalation for challenging customer inquiries, requiring in-depth troubleshooting and problem-solving skills across various hardware, software, and network environments. Key responsibilities include creating and maintaining comprehensive knowledge base articles, developing training materials for the support team, and analyzing support ticket trends to identify areas for product or service improvement. You will also collaborate with development and operations teams to provide feedback and resolve recurring issues. The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, with at least 5 years of experience in technical support or helpdesk roles. Demonstrable expertise in multiple operating systems, networking protocols, and common business applications is essential. Previous experience in a lead or supervisory role is highly preferred. Excellent communication, empathy, and problem-solving skills are paramount for effectively interacting with customers and team members remotely. You should be highly organized, proactive, and adept at managing your workload independently. This is an excellent opportunity to advance your career in technical support while enjoying the benefits of a fully remote work arrangement.
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6
Lead Technical Support Specialist
60200 Meru , Eastern
KES95000 Annually
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Posted 2 days ago
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Job Description
Our client is looking for an experienced and empathetic Lead Technical Support Specialist to join their fully remote customer service team. This is a crucial role that ensures our users receive timely, effective, and friendly assistance across a range of technical issues. As a Lead, you will be responsible for not only handling complex customer inquiries but also for guiding and mentoring a team of support representatives, driving service excellence, and contributing to the continuous improvement of our support processes. You will be the first point of escalation for challenging problems, requiring a deep understanding of our products/services and a knack for creative problem-solving. This position demands exceptional communication skills, patience, and a genuine desire to help others. You will be instrumental in shaping the customer experience and maintaining high levels of customer satisfaction. The ideal candidate will have a proven track record in customer support, particularly in a technical capacity, and demonstrated leadership abilities. You will work collaboratively with engineering and product teams to identify recurring issues and provide feedback for product enhancements. Your commitment to providing a superior support experience will be highly valued. This remote role offers flexibility and the opportunity to make a significant impact from anywhere.
Responsibilities:
Responsibilities:
- Provide expert-level technical support and troubleshooting to customers via phone, email, and chat.
- Handle escalated customer issues, ensuring swift and satisfactory resolution.
- Mentor, train, and guide a team of customer support representatives.
- Develop and maintain comprehensive support documentation, FAQs, and knowledge base articles.
- Monitor support queues and ensure response and resolution times are met.
- Analyze customer feedback and support trends to identify areas for improvement.
- Collaborate with product and engineering teams to report bugs and suggest feature enhancements.
- Contribute to the development and refinement of support processes and policies.
- Ensure a high standard of customer service is maintained by the team.
- Participate in on-call rotation as needed.
- Proven experience in a technical support or customer service role, with at least 2 years in a lead or senior capacity.
- Excellent problem-solving and analytical skills.
- Strong knowledge of common IT issues and troubleshooting techniques.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and manage time effectively in a remote setting.
- Demonstrated leadership and team management skills.
- Patience, empathy, and a customer-centric attitude.
- Proficiency in relevant software applications and operating systems.
- A passion for technology and helping others.
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7
Senior Technical Support Specialist
60200 Meru , Eastern
KES180000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is actively seeking a highly skilled and experienced Senior Technical Support Specialist to join their fully remote customer service team. In this pivotal role, you will be the frontline of support, diagnosing and resolving complex technical issues for a diverse user base. We operate on a remote-first model, enabling our team members to work from anywhere while remaining seamlessly connected through advanced collaboration platforms. You will be instrumental in maintaining high levels of customer satisfaction by providing timely, accurate, and empathetic technical assistance. This position requires a deep understanding of software, hardware, and network troubleshooting, coupled with exceptional communication skills. You will be expected to document issues, escalate unresolved problems to appropriate teams, and contribute to the knowledge base for self-service support. The ideal candidate will have a proven track record in technical support, a passion for problem-solving, and the ability to explain technical concepts to non-technical users. You will work closely with development and product teams to identify trends and advocate for product improvements based on customer feedback. Proactive engagement, efficient issue resolution, and a commitment to continuous learning are key attributes we value. This role offers the opportunity to make a significant impact on our customer experience and contribute to the growth of a leading technology company, all within a flexible and supportive remote work environment. Your dedication to providing outstanding support will be crucial to our continued success.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via various channels (email, chat, phone).
- Diagnose and resolve complex software and hardware issues, including operating system, application, and network problems.
- Escalate unresolved issues to Tier 2/3 support or development teams with detailed documentation.
- Create and maintain comprehensive technical documentation and knowledge base articles.
- Identify trends in customer issues and provide feedback to product development teams.
- Guide and mentor junior support specialists.
- Assist with user training and onboarding processes.
- Manage customer support queues and ensure timely resolution of tickets.
- Contribute to the continuous improvement of support processes and tools.
- Maintain a high level of customer satisfaction through efficient and empathetic service.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support or helpdesk roles.
- Strong proficiency in troubleshooting Windows, macOS, and Linux operating systems.
- Experience with common business applications (e.g., Microsoft Office Suite, G Suite).
- Familiarity with network protocols, hardware, and troubleshooting tools.
- Excellent analytical and problem-solving skills.
- Superb communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Experience working 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.
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8
Senior Technical Support Specialist
60100 Meru , Eastern
KES120000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is actively recruiting a Senior Technical Support Specialist to join their fully remote customer service and helpdesk team. This role is critical in providing expert-level technical assistance and resolving complex issues for our diverse user base. You will be the primary point of contact for escalated support tickets, utilizing your in-depth knowledge of our systems and software to diagnose and troubleshoot problems efficiently. Responsibilities include providing advanced troubleshooting, guiding junior support staff, developing and maintaining technical documentation and knowledge base articles, and identifying trends in support requests to recommend proactive solutions and system improvements. The ideal candidate will have a strong technical aptitude, exceptional problem-solving skills, and a genuine passion for helping others. A minimum of 5 years of experience in technical support, helpdesk operations, or a similar IT support role is required. Proficiency in operating systems (Windows, macOS), common business applications, and networking fundamentals is essential. Experience with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is a must. Excellent communication skills, both written and verbal, are paramount for interacting with customers and colleagues remotely. You should be able to explain technical concepts clearly and concisely to non-technical users. This is a fully remote position, demanding a high degree of self-discipline, organization, and the ability to work independently. You must have a reliable internet connection and a dedicated workspace conducive to productivity. Our client is committed to fostering a supportive and collaborative remote work environment, encouraging continuous learning and professional growth. This is a fantastic opportunity to contribute to a leading organization while enjoying the flexibility and autonomy of a remote role. We are looking for individuals who are dedicated, resourceful, and eager to take ownership of customer issues, ensuring swift and satisfactory resolutions. The ability to multitask and prioritize effectively in a fast-paced support environment is key. Join our remote team and make a tangible difference in our customers' experience.
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