1,179 Tech Support jobs in Kenya
Regional Tech Support
Nairobi, Nairobi
KES90000 - KES120000 Y
Ecosafi, the Better Cooking Company
Posted today
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Job Description
EcoSafi is a venture backed renewable energy clean cooking company delivering a better, more affordable, and sustainable way to cook. Our locally made, renewable pellets are the hottest, fastest, and lowest cost source of cooking fuel, delivering the experience of LPG at less than the price of charcoal. Our mission is to bring happiness to our customers' kitchens, saving them money while helping protect our environment and make an impact on climate change.
As a Kenyan-based company with Silicon Valley in our DNA, we're using the latest tools to automate our customer experience, from mobile cloud CRM to an all electric delivery fleet. Cooking is all too often the number one source of CO2 emissions per family, and our ambition is as simple as it is bold: take trees off the dinner menu in Africa.
We are looking for individuals to fill the position of Regional Tech Support
.
This role will work in ensuring the efficient operation and maintenance of cook stoves deployed to customers.
This is a chance to be part of a high growth company transforming how we cook for the better, while making a real and lasting positive impact . You must enjoy and thrive working in a fast paced, evolving environment, be willing and able to adapt quickly to changing circumstances, and have a proven track record of working with a diverse group of coworkers.
This is a chance to be part of a company that is transforming, shaping and changing how we cook in our kitchens, while making a real and lasting positive impact on the environment and climate.
Responsibilities
- Provide technical support to customers, troubleshooting issues with EcoSafi cook stoves.
- Coordinate maintenance and repair activities for cook stoves.
- Conduct training sessions for team members on technical skills.
- Implement Quality Assurance processes to ensure cook stoves meet performance standards.
- Coordinate stove recoveries, keeping records, and reporting on week-on-week recoveries.
- Manage inventory of spare parts and components required for maintenance and repairs.
- Maintain communication with customers to provide updates on service activities.
- Maintain accurate records of service activities.
- 1st & 2nd line repairs (basic troubleshooting, quick component swaps <20 minutes)
- Spare parts & tools management at the hub (no separate inventory clerk)
- Repair documentation and triage/escalation to Nairobi for 3rd/4th line work
- Customer/branch support & basic user training on proper stove use
Knowledge and Experience
- 2–3+ years hands-on technical repair (appliance, electrical, solar, or similar), strong troubleshooting, basic electrical/mechanical skills, customer-facing maturity
- Diploma or Bachelor's degree in Mechanical Engineering, Electrical Engineering, Renewable Energy, or a related technical field.
- Certification in appliance repair, maintenance, or quality assurance is an added advantage.
Skills and Attributes
- Strong ability to use initiative, prioritize, multi-task, and work well under pressure to meet deadlines.
- Strong understanding of biomass stoves, clean cooking technologies, and energy efficiency.
- Experience in troubleshooting, diagnosing, and repairing technical issues in cook stoves or similar appliances.
- Knowledge of quality assurance processes to ensure product performance and durability.
- Ability to conduct training sessions for team members on technical maintenance and troubleshooting.
- Proficiency in inventory management for spare parts and components.
- Experience in customer support and maintaining communication regarding service activities.
- Strong record-keeping and reporting skills for tracking stove recoveries and maintenance work.
- Ability to work in the field, interact with customers, and coordinate maintenance operations effectively.
EcoSafi is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of gender, gender identity, color, religion, nationality, physical disability, medical condition, marital status, age, ethnicity, or any other status protected under the laws of Kenya.
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0
Remote Customer Success Manager - Tech Support
20200 Kapsuser
KES120000 Annually
WhatJobs
Posted today
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Job Description
We are seeking a proactive and customer-centric Customer Success Manager to join our rapidly growing team. This is a fully remote position, offering the flexibility to work from anywhere within Kenya. You will be the primary point of contact for our valued clients, ensuring they derive maximum value from our products and services. Your role will involve building strong relationships, understanding client needs, providing exceptional support, and driving user adoption and satisfaction. The ideal candidate possesses excellent communication skills, a deep understanding of customer service best practices, and a passion for technology.
Responsibilities:
Responsibilities:
- Onboard new clients, guiding them through setup and initial product usage.
- Develop a deep understanding of each client's business goals and how our solutions can help them achieve success.
- Proactively engage with clients to ensure they are maximizing their use of our platform and identifying opportunities for upselling or cross-selling.
- Address client inquiries and issues promptly and effectively via email, chat, and phone.
- Provide technical support and troubleshooting assistance for common product-related problems.
- Monitor client health metrics and identify at-risk accounts, developing proactive retention strategies.
- Gather client feedback and collaborate with product and engineering teams to drive product improvements.
- Educate clients on new features and best practices.
- Build and maintain strong, long-lasting relationships with key client stakeholders.
- Conduct regular business reviews to assess client satisfaction and value realization.
- Minimum of 3 years of experience in customer success, account management, or a client-facing technical support role.
- Proven ability to build and maintain strong client relationships.
- Excellent communication, interpersonal, and presentation skills.
- Strong problem-solving skills and the ability to troubleshoot technical issues.
- Familiarity with CRM software and customer success platforms.
- Ability to understand technical concepts and explain them clearly to non-technical users.
- Self-motivated, organized, and able to manage time effectively in a remote work environment.
- A Bachelor's degree in a relevant field is preferred.
This advertiser has chosen not to accept applicants from your region.
1
Remote Customer Success Manager - Tech Support
10100 Nyeri Town
KES90000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is looking for a dedicated and empathetic Customer Success Manager to join their fully remote support team. In this role, you will be the primary point of contact for customers, ensuring they have a positive and seamless experience with our client's products and services. Your responsibilities will include providing exceptional technical support, troubleshooting issues, and guiding customers through product features and functionalities. Building strong relationships with clients, understanding their needs, and proactively addressing any potential challenges will be key to your success. You will be expected to manage customer inquiries via multiple channels, including email, chat, and phone, ensuring timely and effective resolutions. The ideal candidate will possess excellent communication and interpersonal skills, a patient and problem-solving attitude, and a passion for helping others. Experience in customer service, technical support, or a similar client-facing role is essential. A solid understanding of our client's product offerings and the ability to explain technical concepts in a clear and concise manner are crucial. You will also be responsible for gathering customer feedback and relaying it to the product development team to drive continuous improvement. This role requires strong organizational skills, the ability to multitask, and proficiency in using customer support software. As this is a remote position, you must be self-disciplined, able to manage your time effectively, and comfortable working independently while collaborating with a distributed team. You will play a vital role in customer retention and satisfaction, contributing directly to the growth and reputation of our client. This is a fantastic opportunity to build a career in customer success within a supportive and dynamic remote work environment. Your commitment to providing outstanding service will be highly valued.
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2
Senior Customer Success Manager - Tech Support
00100 Abothuguchi West
KES130000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a dedicated and proactive Senior Customer Success Manager to join their fully remote team, focusing on technical support excellence. In this critical role, you will be the primary point of contact for a portfolio of key clients, ensuring they achieve maximum value from our client's products and services. You will build strong, long-lasting relationships by understanding their business needs, providing expert technical guidance, and proactively addressing any challenges. Your expertise will be instrumental in driving customer retention, fostering loyalty, and identifying opportunities for account growth. Key responsibilities include onboarding new clients, conducting regular business reviews, developing success plans, and acting as a trusted advisor for all technical inquiries. You will collaborate closely with internal teams, including product development, sales, and engineering, to advocate for customer needs and ensure timely resolution of complex technical issues. Proactive problem-solving, deep product knowledge, and exceptional communication skills are essential. The ideal candidate possesses a strong technical aptitude, a passion for customer service, and a proven ability to manage multiple client accounts simultaneously in a fast-paced, remote environment. You should be adept at navigating complex technical challenges and translating them into clear, actionable solutions for clients. Experience with CRM software and support ticketing systems is required. This is an outstanding opportunity to make a significant impact on customer satisfaction and retention within a growing organization, enjoying the flexibility and autonomy of a fully remote role. Our client values a customer-centric approach and seeks individuals who can champion customer success from anywhere.
Responsibilities:
Responsibilities:
- Manage a portfolio of key customer accounts, ensuring their success and satisfaction.
- Develop and maintain strong relationships with clients, acting as their primary technical advisor.
- Onboard new clients and guide them through product implementation and adoption.
- Conduct regular business reviews to assess customer health and identify areas for improvement.
- Proactively identify and address customer needs and potential issues.
- Collaborate with internal teams (product, engineering, sales) to resolve customer challenges.
- Drive customer retention and identify opportunities for account expansion.
- Provide expert technical support and product guidance.
- Gather customer feedback to inform product development and service improvements.
- Maintain accurate customer records in CRM and support systems.
- Bachelor's degree in a technical field or equivalent practical experience.
- Proven experience as a Customer Success Manager or in a similar client-facing technical role.
- Strong understanding of technology products and services.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills.
- Ability to manage multiple priorities and client accounts simultaneously.
- Proficiency with CRM software and helpdesk ticketing systems.
- Demonstrated ability to work effectively in a remote team environment.
- Experience in customer support or technical account management is a plus.
This advertiser has chosen not to accept applicants from your region.
3
Remote Customer Success Manager (Tech Support)
00200 Ongata Rongai, Rift Valley
KES70000 Monthly
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a dedicated and empathetic Customer Success Manager to provide exceptional support and ensure client satisfaction in a fully remote capacity. This role is vital in building and maintaining strong relationships with our customers, proactively addressing their needs, and ensuring they derive maximum value from our products/services. While the company has a presence in Ongata Rongai, Kajiado, KE , this position is entirely remote, requiring outstanding virtual communication and problem-solving skills. Responsibilities include onboarding new clients, providing technical assistance and troubleshooting, managing customer inquiries via phone, email, and chat, conducting regular check-ins to assess customer satisfaction, identifying opportunities for upselling or cross-selling, and gathering customer feedback to inform product development. You will also be responsible for educating customers on product features and best practices, resolving complex issues efficiently, and acting as a liaison between customers and internal teams. The ideal candidate possesses excellent communication, interpersonal, and active listening skills. A strong technical aptitude and the ability to explain complex technical concepts in a clear and concise manner are essential. Previous experience in customer service, technical support, or customer success is highly desirable. Proficiency with CRM software and helpdesk platforms is required. You must be a self-starter, highly organized, and able to manage your workload effectively in a remote setting. This role offers the chance to make a significant impact on customer loyalty and retention, contributing to the growth and success of our client, all while enjoying the benefits of a remote work arrangement.
This advertiser has chosen not to accept applicants from your region.
4
Remote Customer Success Manager - Tech Support
40100 Kisumu
KES180000 Annually
WhatJobs
Posted 2 days ago
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Job Description
We are seeking a highly motivated and customer-centric Remote Customer Success Manager to join our rapidly growing team. In this fully remote role, you will be the primary point of contact for a portfolio of clients, ensuring they maximize the value from our innovative software solutions. Your mission will be to foster strong relationships, drive product adoption, and proactively address any challenges to ensure client satisfaction and retention. This position requires exceptional communication skills, a deep understanding of customer service principles, and the ability to navigate complex technical issues.
Responsibilities:
Responsibilities:
- Onboard new clients and guide them through the initial setup and implementation process.
- Develop and maintain strong, long-lasting customer relationships through regular communication (email, phone, video calls).
- Proactively monitor client health and engagement metrics, identifying opportunities for upselling or cross-selling.
- Act as a trusted advisor, providing expert guidance on best practices and product usage.
- Address and resolve customer inquiries and technical issues efficiently and effectively.
- Collaborate with internal teams (Sales, Product, Engineering) to advocate for customer needs and drive product improvements.
- Conduct regular business reviews with clients to assess satisfaction and identify areas for growth.
- Develop and deliver training materials and resources to enhance customer understanding.
- Gather customer feedback and insights to inform product development and service enhancements.
- Manage customer escalations with a calm and solution-oriented approach.
- Contribute to the development of customer success best practices and playbooks.
- Achieve key performance indicators (KPIs) related to customer retention, satisfaction, and revenue growth.
- Bachelor's degree in Business, Communications, Information Technology, or a related field.
- Proven experience (3+ years) in Customer Success, Account Management, or a similar client-facing role, preferably within a SaaS environment.
- Exceptional interpersonal and communication skills, with the ability to build rapport with diverse clients.
- Strong problem-solving abilities and a knack for technical troubleshooting.
- Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms is a significant advantage.
- Ability to work independently and manage time effectively in a remote work setting.
- A passion for technology and a desire to help customers succeed.
- Excellent organizational skills and attention to detail.
- Familiarity with helpdesk ticketing systems (e.g., Zendesk, Intercom) is a plus.
This advertiser has chosen not to accept applicants from your region.
5
Remote Customer Success Manager - Tech Support
30200 Tuwan
KES60000 Monthly
WhatJobs
Posted 2 days ago
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Job Description
Our client, a rapidly growing SaaS company, is looking for an empathetic and solutions-oriented Customer Success Manager to join their fully remote support team. This role is vital in ensuring our clients achieve their desired outcomes while using our innovative platform. You will be the primary point of contact for a portfolio of customers, providing exceptional technical support, proactive guidance, and fostering long-term relationships. Your ability to understand customer needs and translate them into effective solutions will be key to success.
Responsibilities:
Qualifications:
Responsibilities:
- Serve as the main point of contact for a designated group of customers, managing their overall satisfaction and success with our product.
- Provide timely and effective technical support, troubleshooting issues, and guiding users through complex features and functionalities.
- Conduct regular check-ins and business reviews with clients to understand their evolving needs and ensure they are maximizing the value of our solution.
- Develop and deliver training sessions and onboarding programs to new and existing customers.
- Identify opportunities for upselling and cross-selling based on customer usage and expressed needs.
- Proactively monitor customer health scores and engagement metrics, intervening to address potential churn risks.
- Collaborate with internal teams, including sales, product, and engineering, to advocate for customer needs and drive product improvements.
- Create and maintain comprehensive documentation, including FAQs, knowledge base articles, and best practice guides.
- Gather customer feedback and insights, synthesizing them into actionable recommendations for product development and service enhancement.
- Manage customer escalations, ensuring swift and satisfactory resolution of critical issues.
- Strive to achieve high customer retention and satisfaction rates.
Qualifications:
- Bachelor's degree in Business, Communications, IT, or a related field, or equivalent practical experience.
- Minimum of 3 years of experience in customer success, account management, or technical support within a SaaS environment.
- Proven track record of building and maintaining strong customer relationships.
- Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently.
- Strong understanding of SaaS products and the customer lifecycle.
- Exceptional communication and interpersonal skills, with a knack for explaining technical concepts to non-technical users.
- Ability to manage multiple customer accounts simultaneously and prioritize effectively in a remote setting.
- Proficiency with CRM software and customer support tools (e.g., Zendesk, Salesforce Service Cloud).
- A proactive and customer-centric mindset.
- Demonstrated ability to work independently and as part of a distributed team.
- Experience in creating engaging customer training materials and documentation.
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6
Remote Customer Success Manager - Tech Support
20100 Mwembe
KES1800000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and empathetic Remote Customer Success Manager to join our dynamic support team. This is a fully remote role, allowing you to connect with clients and resolve their issues from the comfort of your home office. You will be the primary point of contact for our valued customers, ensuring they receive exceptional support and achieve maximum value from our products and services. Your responsibilities will include responding promptly to customer inquiries via phone, email, and chat; troubleshooting technical issues; guiding users through product features and functionalities; and providing clear, concise solutions. You will maintain detailed records of customer interactions and support activities in our CRM system. Proactively identifying customer needs and potential issues, you will escalate complex problems to the appropriate internal teams and follow up to ensure timely resolution. The ideal candidate will possess outstanding communication and interpersonal skills, a patient and helpful demeanor, and a genuine passion for customer service. Previous experience in a customer support or helpdesk role is essential, preferably within a technology-focused environment. Familiarity with common ticketing systems and remote support tools is highly desirable. You should be adept at explaining technical concepts in an easy-to-understand manner and possess strong problem-solving capabilities. This position requires excellent organizational skills, the ability to multitask, and a commitment to continuous learning to stay updated on product advancements. We are seeking individuals who thrive in a remote setting, are self-motivated, and are driven by a desire to provide outstanding customer experiences. Join our team and help us build lasting relationships with our customers by delivering unparalleled support.
This advertiser has chosen not to accept applicants from your region.
7
Remote Senior Customer Success Manager - Tech Support
40100 Abothuguchi West
KES150000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is actively searching for a seasoned and empathetic Senior Customer Success Manager to lead their remote customer service and helpdesk operations. In this pivotal role, you will be instrumental in ensuring exceptional customer experiences and driving client satisfaction through prompt, efficient, and effective technical support. As a remote-first employee, you will manage a team of support specialists, oversee ticket resolution, and proactively identify areas for service improvement. Your responsibilities will encompass developing and implementing customer support strategies, training and mentoring junior support staff, and acting as a point of escalation for complex customer issues. You will also be responsible for analyzing customer feedback and support data to identify trends and implement solutions that enhance the overall customer journey. Strong communication skills, both written and verbal, are essential, as you will be interacting with customers and internal teams across various channels. A deep understanding of common technical issues and troubleshooting methodologies is a must. You will also be involved in creating and maintaining a comprehensive knowledge base, ensuring that accurate and up-to-date information is readily available to both customers and support agents. The successful candidate will be a problem-solver with a passion for customer advocacy and a proven ability to manage and motivate a remote team. This role requires a proactive approach, a keen eye for detail, and the ability to remain calm and composed under pressure. Experience with CRM software and helpdesk ticketing systems is highly desirable. This opportunity, based in the vibrant region of Garissa, Garissa, KE , offers the flexibility of full remote work.
This advertiser has chosen not to accept applicants from your region.
8
Senior Remote Customer Success Manager - Tech Support
30400 Tuwan
KES70000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a highly motivated and experienced Senior Remote Customer Success Manager specializing in technical support to join their growing team. This fully remote position requires a proactive approach to client relationship management, exceptional problem-solving skills, and a deep understanding of technical support processes. You will be responsible for ensuring our clients derive maximum value from our products/services, proactively addressing their technical needs, and fostering long-term loyalty. The role involves providing advanced technical assistance, guiding clients through complex issues, and collaborating with internal technical teams to resolve challenges. This position is remote-first, with operational coordination that may include **Kitale, Trans-Nzoia, KE**, but requires no physical presence in that location.
Key Responsibilities:
Key Responsibilities:
- Serve as the primary point of contact for a portfolio of key clients, ensuring their success and satisfaction with our products/services.
- Proactively monitor client health and engagement, identifying potential issues and opportunities for upselling or cross-selling.
- Provide advanced technical support and troubleshooting for complex client inquiries, guiding them through solutions effectively.
- Develop and maintain a deep understanding of our product suite and technical architecture.
- Onboard new clients, providing comprehensive training and ensuring a smooth transition to active use.
- Conduct regular business reviews with clients to assess their needs, provide strategic guidance, and demonstrate ROI.
- Collaborate closely with Sales, Product, and Engineering teams to advocate for client needs and drive product improvements.
- Develop and deliver client-specific technical documentation, guides, and best practice recommendations.
- Manage client escalations, ensuring timely and effective resolution of critical issues.
- Identify trends in client issues and provide feedback to the product and engineering teams for continuous improvement.
- Contribute to the development of self-service support resources and knowledge base articles.
- Track and report on key customer success metrics, including churn rate, customer satisfaction (CSAT), and Net Promoter Score (NPS).
- Mentor and guide junior Customer Success Managers and Support Specialists.
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Minimum of 5 years of experience in Customer Success, Account Management, or Technical Support roles, preferably in a SaaS or technology company.
- Strong technical aptitude and ability to understand and explain complex technical concepts.
- Proven experience in troubleshooting and resolving technical issues for enterprise clients.
- Excellent communication, interpersonal, and presentation skills, with a client-centric mindset.
- Demonstrated ability to manage multiple client accounts and priorities effectively in a remote environment.
- Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
- Ability to work independently, proactively, and collaboratively within a remote team.
- Problem-solving skills and a methodical approach to issue resolution.
- Experience in developing training materials or knowledge base content is a plus.
This advertiser has chosen not to accept applicants from your region.
9