116 Support Staff jobs in Murang'a
Customer Support Specialist
00100 Gathiruini
KES45000 month
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Our client is seeking a motivated and experienced Customer Support Specialist to join their dynamic team in **Mlolongo, Machakos, KE**. This role is pivotal in ensuring exceptional customer experiences and maintaining high levels of customer satisfaction. The ideal candidate will be adept at handling a wide range of customer inquiries, troubleshooting issues, and providing timely and accurate solutions. You will be responsible for managing inbound customer communications across various channels, including phone, email, and chat. This involves actively listening to customer needs, empathizing with their concerns, and offering appropriate assistance or escalating issues to the relevant departments. A key aspect of this role is problem-solving; you will analyze customer issues, identify root causes, and implement effective solutions to prevent recurrence. You will also be involved in educating customers on product features and services, providing clear and concise information to enhance their understanding and usage. Maintaining detailed records of customer interactions, transactions, comments, and complaints is crucial. This position requires a proactive approach to identifying opportunities for service improvement and contributing to the overall efficiency of the customer service department. Collaboration with internal teams, such as sales and technical support, will be essential to ensure a seamless customer journey. The ability to work effectively in a hybrid environment, balancing remote work with occasional office-based activities, is key. A commitment to continuous learning and staying updated on product knowledge and support best practices is expected. This role offers a great opportunity to grow within a supportive and client-focused organization, contributing directly to customer retention and loyalty.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and resolve issues via phone, email, and chat.
- Troubleshoot and diagnose customer problems, providing effective solutions.
- Educate customers on product features, services, and policies.
- Maintain accurate and detailed records of customer interactions.
- Collaborate with cross-functional teams to address customer needs.
- Identify trends in customer inquiries to suggest service improvements.
- Adhere to service level agreements and quality standards.
- Participate in training sessions to enhance product knowledge and support skills.
- Proven customer support or client service experience.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Proficiency in CRM systems and helpdesk software.
- Ability to multitask, prioritize, and manage time effectively.
- A proactive and positive attitude towards customer service.
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0
Senior Customer Support Specialist
00200 Gathiruini
KES65000 month
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Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Mlolongo, Machakos, KE . This role is crucial in ensuring our customers receive exceptional service and timely assistance. The ideal candidate will possess excellent communication skills, a strong problem-solving aptitude, and a passion for customer satisfaction. You will be responsible for handling complex customer inquiries via phone, email, and chat, troubleshooting technical issues, and providing in-depth product knowledge. This position also involves mentoring junior support staff, contributing to knowledge base articles, and identifying opportunities to improve the customer experience. A key aspect of this role is maintaining high customer satisfaction scores and contributing to team performance goals. You will work closely with other departments, including sales and technical teams, to resolve escalated issues and provide feedback on product improvements. This role requires a proactive approach to identifying and resolving potential customer pain points. The successful candidate will be adept at de-escalating tense situations and ensuring that every customer interaction is positive and productive. We are looking for individuals who can thrive in a fast-paced environment and are committed to delivering outstanding support. This role will involve a blend of on-site and remote work, offering flexibility while maintaining team collaboration. Proficiency in CRM software and ticketing systems is essential. A commitment to continuous learning and professional development is highly valued. Join us and make a significant impact on our customer relationships in Mlolongo, Machakos, KE .
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1
Senior Customer Support Manager
00204 Gathiruini
KES180000 Annually
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Our client is seeking a dedicated and experienced Senior Customer Support Manager to lead their remote customer service operations. This fully remote position offers the opportunity to build and manage a high-performing customer support team from anywhere. You will be responsible for developing and implementing customer support strategies, setting performance metrics, and ensuring the delivery of exceptional customer experiences. This includes overseeing the day-to-day operations of the helpdesk, managing ticket queues, and ensuring timely and effective resolution of customer inquiries and issues. You will play a crucial role in training and mentoring customer support representatives, fostering a culture of customer advocacy, and driving continuous improvement in service quality. Key responsibilities include analyzing customer feedback, identifying trends, and recommending enhancements to products or services. You will also be involved in developing knowledge base articles, FAQs, and support documentation. The ideal candidate will possess excellent leadership, communication, and interpersonal skills, with a proven ability to motivate and manage a remote team. A deep understanding of customer service best practices, CRM systems, and helpdesk software is essential. Experience in managing customer support in a fast-paced, technology-driven environment is highly preferred. A bachelor's degree in Business Administration, Management, or a related field, coupled with at least 6 years of customer service experience, including 2 years in a management capacity, is required. This is an excellent opportunity to shape customer satisfaction strategies and lead a team that is passionate about providing outstanding support, all within a flexible remote setup. We are looking for a leader who can inspire excellence and advocate for the customer in every interaction. You will be working remotely, supporting our client's operations which are based in the vicinity of Mlolongo, Machakos, KE .
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2
Senior Customer Support Specialist
00200 Gathiruini
KES90000 Annually
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Our client is seeking a highly experienced and customer-focused Senior Customer Support Specialist to join their dedicated, fully remote support team. This role is essential in providing exceptional technical assistance and resolving complex customer inquiries regarding our client's software products and services. You will serve as a point of escalation for challenging customer issues, leveraging your in-depth product knowledge and problem-solving skills to ensure customer satisfaction. The ideal candidate will possess a proven track record in customer support, with excellent communication, active listening, and empathy skills. You will be adept at troubleshooting technical problems, guiding customers through solutions, and documenting support interactions accurately. Responsibilities include managing support tickets via CRM systems, responding to customer inquiries via email, chat, and phone, and contributing to the knowledge base by creating helpful articles and FAQs. You will also identify trends in customer issues and provide feedback to product development and quality assurance teams to drive continuous improvement. This remote position requires strong organizational skills and the ability to manage your workload effectively in a fast-paced environment. Your commitment to delivering outstanding customer experiences will be key to maintaining high levels of customer loyalty and satisfaction.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via multiple channels (email, chat, phone).
- Troubleshoot and resolve complex software and product-related issues.
- Act as an escalation point for Tier 1 and Tier 2 support requests.
- Manage and prioritize incoming support tickets using CRM software.
- Document all customer interactions, issues, and resolutions accurately.
- Create and update knowledge base articles, FAQs, and troubleshooting guides.
- Identify recurring customer issues and provide feedback to relevant teams.
- Maintain a high level of customer satisfaction through effective problem-solving.
- Assist in training new support team members.
- Contribute to improving support processes and workflows.
- Proven experience (3+ years) as a Customer Support Specialist or in a similar technical support role.
- Excellent knowledge of CRM systems and helpdesk software.
- Strong technical aptitude and ability to troubleshoot complex issues.
- Exceptional written and verbal communication skills.
- Proficiency in active listening and building rapport with customers.
- Ability to manage multiple tasks and prioritize effectively.
- Experience in a remote work environment is preferred.
- Strong problem-solving and analytical skills.
- Patience and empathy when dealing with customer issues.
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
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3
Remote Customer Support Specialist
00206 Gathiruini
KES85000 month
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Join our team as a dedicated Remote Customer Support Specialist and be the first point of contact for our valued customers. This role is entirely remote, allowing you to provide exceptional service from the comfort of your home. You will be instrumental in resolving customer inquiries, troubleshooting technical issues, and ensuring a positive customer experience across various communication channels, including phone, email, and live chat. Your primary responsibility will be to provide timely, accurate, and empathetic support, escalating complex issues to the appropriate departments when necessary. This role requires excellent communication skills, a patient demeanor, and a strong ability to understand and address customer needs effectively. You will actively listen to customer concerns, diagnose problems, and guide users through step-by-step solutions. Continuous learning is key as you will stay updated on product information and support procedures.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries and issues via phone, email, and chat in a prompt and professional manner.
- Troubleshoot technical problems and provide effective solutions.
- Guide customers through product features and functionalities.
- Document customer interactions and resolutions in the CRM system.
- Identify and escalate priority issues to the appropriate teams.
- Contribute to the knowledge base by creating and updating support articles.
- Maintain a high level of customer satisfaction by delivering outstanding service.
- Adhere to company policies and procedures.
- Collaborate with team members to share best practices and improve support processes.
- Gather customer feedback and report trends to management.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven customer support or client-facing experience, ideally in a remote setting.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Proficiency in using helpdesk software and CRM systems.
- Ability to multitask and manage time effectively.
- Patience and empathy when dealing with customers.
- Adaptability to learn new products and technologies quickly.
- Must have a reliable internet connection and a dedicated workspace.
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4
Remote Customer Support Specialist
00100 Gathiruini
KES55000 month
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Job Description
Our client is seeking a dedicated and empathetic Remote Customer Support Specialist to join their dynamic virtual team. This role is pivotal in ensuring our customers receive exceptional service and timely assistance, regardless of their location. You will be the primary point of contact for customers, addressing inquiries, resolving issues, and providing guidance on our products and services. This is a fully remote position, allowing you to work from the comfort of your home, contributing to a global customer base.
Responsibilities:
Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, and chat.
- Diagnose and resolve customer issues efficiently, escalating complex problems when necessary.
- Provide accurate information about products, services, and policies.
- Maintain detailed records of customer interactions and transactions.
- Identify and communicate trends in customer issues to the support management team.
- Contribute to improving customer satisfaction through proactive engagement.
- Adhere to all company policies and procedures.
- Participate in team meetings and training sessions to enhance skills and knowledge.
- Proven customer support experience or experience as a client service representative.
- Excellent communication and problem-solving skills.
- Ability to multitask, prioritize, and manage time effectively.
- Proficiency in using customer relationship management (CRM) software.
- High school diploma; college degree or relevant certification is a plus.
- A quiet, dedicated workspace with a stable high-speed internet connection is required.
- Must be able to work independently and as part of a remote team.
- Familiarity with remote work tools and practices is advantageous.
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5
Remote Customer Support Engineer
01002 Gathiruini
KES180000 Annually
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Our client is looking for a dedicated and empathetic Remote Customer Support Engineer to join their growing team. This is a critical, fully remote position focused on providing exceptional technical assistance and support to our diverse customer base. You will be the first point of contact for customers experiencing issues with our products or services, diagnosing problems, and guiding them through troubleshooting steps to resolution. Your role involves managing inbound customer inquiries via multiple channels, including email, phone, and chat. You will be expected to document customer interactions, identify recurring issues, and provide feedback to the product development team for continuous improvement. A deep understanding of our product suite and excellent problem-solving skills are essential. You must be patient, articulate, and capable of explaining complex technical concepts in a clear and understandable manner to non-technical users. This role offers the flexibility of working from anywhere, contributing to a customer-centric culture that values responsiveness and efficacy. The successful candidate will possess strong technical aptitude, excellent communication abilities, and a commitment to exceeding customer expectations. We are seeking individuals who can thrive in a dynamic, remote-first environment and contribute positively to our customer satisfaction metrics. This position is specifically designed to serve clients and users, with a focus on technical support relevant to operations near **Mlolongo, Machakos, KE**, but operates on a national scale.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and provide technical support via email, phone, and chat.
- Diagnose and troubleshoot technical issues related to our products and services.
- Guide customers through step-by-step solutions to resolve their problems.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify and escalate complex issues to the appropriate technical teams.
- Contribute to the knowledge base by creating and updating support articles and FAQs.
- Analyze customer feedback to identify trends and areas for product improvement.
- Ensure customer satisfaction by providing timely and effective support.
- Collaborate with other support team members to share knowledge and best practices.
- Proven experience in a customer support or technical support role.
- Strong knowledge of troubleshooting methodologies and common technical issues.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Proficiency with CRM software and ticketing systems.
- Ability to work independently and manage time effectively in a remote environment.
- High school diploma or equivalent; associate's or bachelor's degree in a technical field is a plus.
- Patience, empathy, and a customer-focused attitude.
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6
Remote Customer Support Specialist
10100 Gathiruini
KES80000 Annually
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Job Description
Join a leading e-commerce platform as a Remote Customer Support Specialist. This fully remote role involves providing exceptional service to customers via email, chat, and phone. You will be responsible for resolving customer inquiries, addressing product issues, processing returns, and ensuring customer satisfaction. Your ability to empathize, communicate clearly, and find effective solutions will be key to success. This position offers a great opportunity to build a career in customer service with a company that values its team and customers. If you are a problem-solver with a passion for helping others and can work effectively from home, apply today. Key Responsibilities:
- Respond to customer inquiries and resolve issues promptly and professionally via multiple communication channels.
- Provide accurate information about products, services, and company policies.
- Troubleshoot and resolve technical issues or product-related problems.
- Process customer orders, returns, and exchanges efficiently.
- Maintain detailed and accurate records of customer interactions and transactions.
- Identify trends in customer inquiries and feedback to suggest improvements.
- Escalate complex issues to appropriate departments when necessary.
- Meet or exceed key performance indicators (KPIs) for customer satisfaction and response times.
- Proactively engage with customers to ensure a positive experience.
- Contribute to team knowledge base by documenting solutions and common issues.
- Previous experience in a customer service or support role.
- Excellent verbal and written communication skills in English.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
- High school diploma or equivalent; college degree is a plus.
- Must have a reliable internet connection and a dedicated workspace.
- Empathetic and patient demeanor.
- Ability to work independently and as part of a remote team.
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7
Customer Support Specialist (Remote)
00101 Gathiruini
KES40000 month
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Job Description
Our client, a growing SaaS company, is seeking a friendly, empathetic, and technically adept Customer Support Specialist to join their fully remote customer success team. This role is fundamental to ensuring our clients receive outstanding support and have a seamless experience with our products. You will be the primary point of contact for customer inquiries, providing timely and effective solutions through various channels including email, chat, and phone. If you have excellent communication skills, a passion for helping others, and enjoy troubleshooting technical issues, this is the perfect opportunity to build a rewarding career in a flexible, remote setting.
Key Responsibilities:
Qualifications:
This fully remote position offers the flexibility to work from anywhere, supporting customers who are using innovative technology, with a key operational nexus in Mlolongo, Machakos, KE .
Key Responsibilities:
- Respond to customer inquiries and resolve issues promptly and professionally via email, chat, and phone.
- Provide technical assistance and guidance to customers on product usage and troubleshooting.
- Document customer interactions, issues, and resolutions in the CRM system.
- Identify and escalate complex technical problems to the appropriate internal teams.
- Educate customers on product features and best practices to enhance their experience.
- Contribute to the knowledge base by creating and updating FAQs and support articles.
- Gather customer feedback and share insights with product development and marketing teams.
- Maintain a high level of customer satisfaction.
- Assist in onboarding new customers and ensuring their successful adoption of the product.
- Collaborate with team members to share best practices and improve support processes.
- Adhere to service level agreements (SLAs) for response and resolution times.
Qualifications:
- Previous experience in customer support, technical support, or a related customer-facing role.
- Excellent written and verbal communication skills in English.
- Strong problem-solving and troubleshooting abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to explain technical concepts clearly to a non-technical audience.
- Patience, empathy, and a customer-centric attitude.
- Strong organizational skills and the ability to manage multiple inquiries simultaneously.
- Ability to work independently and as part of a remote team.
- A reliable internet connection and a quiet workspace.
- High school diploma or equivalent; a degree in a relevant field is a plus.
This fully remote position offers the flexibility to work from anywhere, supporting customers who are using innovative technology, with a key operational nexus in Mlolongo, Machakos, KE .
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8
Remote Customer Support Specialist
00100 Gathiruini
KES75000 month
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Job Description
We are looking for a dedicated and empathetic Remote Customer Support Specialist to join our rapidly growing team. In this fully remote role, you will be the primary point of contact for our valued customers, providing exceptional support and resolving inquiries via email, chat, and phone. Your mission will be to ensure a positive customer experience by offering timely, accurate, and helpful assistance. You will be expected to thoroughly understand our products and services to address customer questions, troubleshoot issues, and guide them through various processes. We are committed to building lasting relationships with our customers, and your role is crucial in achieving this. You will handle a wide range of customer needs, from general inquiries to technical troubleshooting and account management. Success in this role requires strong communication skills, patience, and a genuine desire to help others. You will work independently within a supportive team environment, utilizing advanced communication and ticketing systems to manage your workload efficiently. We provide comprehensive training and ongoing support to ensure you have the tools and knowledge needed to excel. This is a fantastic opportunity for individuals who thrive in a flexible, work-from-home setting and are passionate about delivering outstanding customer service. Our client values proactive problem-solving and a customer-centric approach, making this an ideal position for motivated individuals seeking a rewarding remote career.
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