1,240 Technical Assistance jobs in Kenya
Customer Support Specialist - Technical Assistance
01000 Makongeni
KES35000 Monthly
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and customer-focused Customer Support Specialist to join their team. This role involves providing exceptional technical assistance and support to clients, resolving inquiries, and ensuring a high level of customer satisfaction. The position offers a hybrid work arrangement, allowing for a balance between remote work and in-office collaboration. You will be the first point of contact for customers experiencing issues, requiring you to listen attentively, diagnose problems effectively, and provide clear, concise solutions.
Key responsibilities include:
The ideal candidate will have a high school diploma or equivalent, with some college or technical training being an advantage. Previous experience in customer service or technical support is essential, preferably with experience handling technical inquiries. Excellent communication, active listening, and problem-solving skills are a must. Proficiency in using customer support software and CRM systems is required. A patient, empathetic, and positive attitude is crucial for success in this role. This position is based in Thika, Kiambu, KE .
Key responsibilities include:
- Responding to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnosing and troubleshooting technical issues with our products and services.
- Guiding customers through step-by-step solutions and providing detailed explanations.
- Documenting customer interactions, issues, and resolutions in the CRM system.
- Escalating complex issues to the appropriate internal teams when necessary.
- Providing feedback to product development teams on common customer issues and suggestions.
- Maintaining up-to-date knowledge of our products, services, and support procedures.
- Proactively identifying opportunities to improve the customer support experience.
- Achieving and exceeding individual and team performance metrics.
The ideal candidate will have a high school diploma or equivalent, with some college or technical training being an advantage. Previous experience in customer service or technical support is essential, preferably with experience handling technical inquiries. Excellent communication, active listening, and problem-solving skills are a must. Proficiency in using customer support software and CRM systems is required. A patient, empathetic, and positive attitude is crucial for success in this role. This position is based in Thika, Kiambu, KE .
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0
Customer Support Specialist, Technical Assistance
20200 Kapsuser
KES50000 Monthly
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and customer-focused Technical Support Specialist to join their growing team. This role offers a hybrid work arrangement, combining the flexibility of remote work with the collaborative benefits of in-office interaction. You will be the first point of contact for customers experiencing technical issues with our products and services. Your primary responsibility will be to provide timely, accurate, and empathetic support via phone, email, and chat. This involves troubleshooting technical problems, guiding customers through solutions, and escalating complex issues to higher-level support teams when necessary. A deep understanding of our product suite and common technical challenges is essential. You will maintain detailed records of customer interactions and resolutions in our CRM system. We are looking for individuals with excellent problem-solving skills, patience, and the ability to explain technical concepts in a clear and understandable manner to both technical and non-technical users. You will actively contribute to our knowledge base by documenting common issues and solutions. The ability to manage multiple customer requests simultaneously while maintaining a high level of service quality is crucial. You will work collaboratively with other support team members, product development, and sales teams to ensure a seamless customer experience. This role is perfect for someone passionate about helping others, enjoys solving technical puzzles, and thrives in a dynamic environment. The hybrid model allows for focused remote work and regular team synergy sessions in the office. Joining our team means becoming part of a supportive culture that values customer satisfaction and continuous improvement.
Responsibilities:
Responsibilities:
- Provide technical support and troubleshooting assistance to customers.
- Respond to customer inquiries via phone, email, and chat in a timely manner.
- Diagnose and resolve technical issues with software and hardware.
- Guide customers through product features and functionalities.
- Escalate unresolved issues to appropriate internal teams.
- Document customer interactions, issues, and resolutions in the CRM system.
- Contribute to the development and maintenance of the knowledge base.
- Maintain a high level of customer satisfaction.
- Collaborate with cross-functional teams to improve products and services.
- Stay up-to-date with product updates and technical changes.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven experience in customer service or technical support role.
- Strong understanding of common operating systems and software applications.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills.
- Patience and empathy when dealing with customers.
- Ability to multitask and manage time effectively.
- Familiarity with CRM software and ticketing systems.
- Ability to work effectively both remotely and in an office setting.
- A proactive approach to identifying and resolving issues.
This advertiser has chosen not to accept applicants from your region.
1
Customer Support Specialist, Technical Assistance
90101 Mangu
KES70000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is looking for a compassionate and resourceful Customer Support Specialist to provide exceptional technical assistance. This is a fully remote role, enabling you to deliver top-tier support from the comfort of your home. You will be the first point of contact for customers experiencing technical issues with our products or services, offering timely and effective solutions. Your primary goal is to ensure customer satisfaction by resolving their queries efficiently and professionally. This involves actively listening to customer concerns, troubleshooting problems, and guiding them through step-by-step solutions.
Key responsibilities include responding to customer inquiries via phone, email, and chat, documenting customer interactions and resolutions in a CRM system, and escalating complex issues to the appropriate technical teams. You will be expected to maintain a high level of product knowledge, stay updated on new features and updates, and contribute to the creation of support documentation and FAQs. The ideal candidate possesses excellent communication skills, a patient demeanor, strong problem-solving abilities, and a genuine passion for helping others. Experience with ticketing systems and remote support tools is highly advantageous.
Responsibilities:
Key responsibilities include responding to customer inquiries via phone, email, and chat, documenting customer interactions and resolutions in a CRM system, and escalating complex issues to the appropriate technical teams. You will be expected to maintain a high level of product knowledge, stay updated on new features and updates, and contribute to the creation of support documentation and FAQs. The ideal candidate possesses excellent communication skills, a patient demeanor, strong problem-solving abilities, and a genuine passion for helping others. Experience with ticketing systems and remote support tools is highly advantageous.
Responsibilities:
- Respond to customer inquiries and provide technical support via phone, email, and live chat.
- Troubleshoot and resolve customer technical issues effectively and efficiently.
- Guide customers through product features and functionalities.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Escalate unresolved issues to senior support staff or relevant departments.
- Contribute to the development and maintenance of the knowledge base and FAQ sections.
- Identify recurring issues and provide feedback to the product development team.
- Maintain a high level of customer satisfaction through excellent service.
- Adhere to company policies and procedures for customer support.
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Proven experience in customer service or technical support.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and troubleshooting abilities.
- Familiarity with CRM software and ticketing systems.
- Ability to explain technical concepts in a clear and concise manner.
- Patience, empathy, and a customer-centric attitude.
- Ability to work independently and manage workload in a remote setting.
- Proficiency in basic computer skills and common software applications.
This advertiser has chosen not to accept applicants from your region.
2
Customer Support Specialist - Technical Assistance
00202 Ngong
KES50000 Monthly
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and technically proficient Customer Support Specialist to provide exceptional assistance to their user base. This hybrid role involves a combination of remote work and on-site engagement, offering a flexible work-life balance. You will be the first point of contact for customers seeking help with our products and services, diagnosing issues, and providing effective solutions. This role requires strong problem-solving skills, excellent communication, and a patient, customer-centric approach. You will handle inquiries via phone, email, and chat, documenting all interactions accurately. A key part of this position involves troubleshooting technical problems, guiding users through complex processes, and escalating issues when necessary. We are looking for individuals who are passionate about technology and committed to delivering outstanding customer experiences.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and provide timely, accurate, and friendly support via phone, email, and live chat.
- Diagnose and troubleshoot technical issues reported by customers, guiding them through step-by-step solutions.
- Document customer interactions, issues, and resolutions in the CRM system with high accuracy.
- Escalate unresolved issues to the appropriate internal teams, ensuring clear communication and follow-up.
- Educate customers on product features and best practices to enhance their user experience.
- Identify and report recurring technical issues or product feedback to the development team.
- Contribute to the knowledge base by creating and updating support articles and FAQs.
- Maintain a high level of customer satisfaction through professional and empathetic service.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Participate in team meetings and training sessions to stay updated on product knowledge and support procedures.
- Assist in testing new product features and provide user feedback.
- Continuously improve support skills and technical knowledge.
- High school diploma or equivalent; an Associate's or Bachelor's degree in a technical field is a plus.
- Minimum of 2 years of experience in a customer service or technical support role.
- Strong understanding of common software applications and operating systems.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Proficiency in using helpdesk software and CRM systems.
- Ability to multitask, prioritize, and manage time effectively in a dynamic environment.
- Patience, empathy, and a customer-first attitude.
- Experience with remote support tools and techniques is beneficial.
- A keen interest in technology and continuous learning.
- Ability to work collaboratively in a hybrid team setting.
- Troubleshooting and problem-solving aptitude.
This advertiser has chosen not to accept applicants from your region.
3
Customer Support Lead, Technical Assistance
01000 Makongeni
KES80000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking an experienced and motivated Customer Support Lead to head their technical assistance team. This role offers a hybrid work arrangement, combining the flexibility of remote work with the benefits of occasional in-office collaboration. You will be responsible for overseeing the daily operations of the customer support department, ensuring exceptional service delivery and timely resolution of customer inquiries. This includes managing a team of support specialists, setting performance standards, and providing training and coaching. The ideal candidate will have a strong background in customer service management, technical troubleshooting, and team leadership. Excellent communication, problem-solving, and conflict-resolution skills are essential. You will develop and implement support processes, monitor key performance indicators, and gather customer feedback to drive service improvements. Proficiency with CRM software and helpdesk ticketing systems is required. You will act as a point of escalation for complex customer issues and ensure a high level of customer satisfaction. This role requires a proactive approach to identifying and addressing customer needs. The ability to motivate and develop a high-performing support team is critical. You will also be involved in developing knowledge base articles and support documentation. This is an excellent opportunity to shape the customer support experience and to contribute to customer loyalty and retention. We are looking for a leader who can foster a positive and efficient support environment. Your ability to balance remote autonomy with team synergy will be key to your success.
This advertiser has chosen not to accept applicants from your region.
4
Remote Customer Support & Technical Assistance Lead
20100 Mwembe
KES95000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is looking for an experienced and empathetic Customer Support & Technical Assistance Lead to manage and guide a high-performing remote support team. This role is pivotal in ensuring exceptional customer satisfaction through efficient and effective resolution of inquiries and technical issues. The ideal candidate possesses a strong background in customer service, excellent troubleshooting skills, and proven leadership experience within a remote environment. You will be responsible for supervising daily support operations, providing training and coaching to support agents, developing and implementing support procedures, and analyzing customer feedback to identify areas for service improvement, all while working from your home office. This position demands outstanding communication, problem-solving, and organizational skills. You will collaborate with various departments, including product development and engineering, to escalate complex issues and advocate for customer needs. The successful candidate will have a demonstrated ability to foster a positive and productive team culture, drive key performance indicators (KPIs), and maintain high standards of service excellence. We are seeking an individual who is passionate about customer success and capable of leading a distributed team to achieve outstanding results. This is a significant opportunity to influence customer experience and contribute to the growth of a forward-thinking organization, all within a flexible, remote-first framework. Your ability to de-escalate challenging situations and provide clear, concise technical guidance will be essential. You will be instrumental in building and maintaining strong customer relationships.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and mentor a team of remote customer support and technical assistance specialists.
- Oversee daily support operations, ensuring timely and effective resolution of customer inquiries and issues.
- Develop, implement, and refine customer support processes and procedures.
- Train new team members and provide ongoing coaching and performance feedback.
- Analyze customer feedback, support tickets, and performance metrics to identify trends and areas for improvement.
- Escalate complex technical issues to relevant departments and ensure timely resolution.
- Serve as a point of escalation for difficult customer situations.
- Contribute to the creation and maintenance of knowledge base articles and support documentation.
- Foster a positive and collaborative team environment.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
Qualifications:
- Bachelor's degree in a relevant field or equivalent practical experience.
- Minimum of 5 years of experience in customer support or technical assistance, with at least 2 years in a leadership or supervisory role.
- Proven experience managing and leading remote teams.
- Excellent understanding of customer service best practices and technical troubleshooting methodologies.
- Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex issues.
- Exceptional verbal and written communication skills.
- Proficiency in using customer support software (e.g., Zendesk, Intercom) and CRM systems.
- Ability to manage multiple priorities and work effectively under pressure.
- Empathetic and customer-focused approach.
- Strong organizational and time management skills.
This advertiser has chosen not to accept applicants from your region.
5
Remote Customer Support Lead - Technical Assistance
40100 Kisumu
KES150000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is searching for an experienced and empathetic Remote Customer Support Lead to manage their customer service operations. This role is entirely remote, offering the flexibility to work from any location while leading a team dedicated to providing exceptional technical assistance. The ideal candidate will have a passion for customer satisfaction, a strong technical aptitude, and proven leadership skills. You will be responsible for guiding the support team, resolving escalated customer issues, ensuring adherence to service level agreements (SLAs), and contributing to the improvement of support processes and resources.
Key responsibilities include:
Key responsibilities include:
- Leading, coaching, and motivating a remote customer support team.
- Overseeing daily support operations and ensuring efficient ticket resolution.
- Handling escalated customer inquiries and complex technical issues.
- Developing and implementing customer service policies and procedures.
- Monitoring team performance metrics and providing regular feedback.
- Training new team members and conducting ongoing training sessions.
- Creating and maintaining a comprehensive knowledge base of support articles and FAQs.
- Identifying trends in customer issues and providing feedback to product and engineering teams.
- Ensuring consistent and high-quality customer interactions across all channels.
- Managing customer feedback and implementing improvements based on insights.
- Collaborating with other departments to ensure a seamless customer experience.
This advertiser has chosen not to accept applicants from your region.
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6
Remote Customer Support Specialist - Technical Assistance
00400 Gathiruini
KES45000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Remote Customer Support Specialist to provide exceptional technical assistance to their valued customers. In this role, you will be the primary point of contact for customers experiencing issues with our products or services, offering timely and effective solutions through various communication channels, including phone, email, and live chat. You will be responsible for troubleshooting technical problems, guiding users through solutions, documenting customer interactions, and escalating complex issues to appropriate teams when necessary. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a genuine passion for helping customers. This is a fully remote position, requiring reliability, strong organizational skills, and the ability to work independently within a supportive team structure.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries and provide technical support via phone, email, and live chat in a timely and professional manner.
- Troubleshoot and resolve a wide range of technical issues related to products and services.
- Guide customers through step-by-step solutions and provide clear, concise instructions.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Identify and escalate complex technical problems to senior support staff or relevant departments.
- Educate customers on product features and best practices.
- Contribute to the knowledge base by creating and updating support articles and FAQs.
- Maintain a high level of customer satisfaction through excellent service.
- Identify trends in customer issues and provide feedback to product and development teams.
- Adhere to company policies and procedures regarding customer support.
- Participate in training sessions to stay updated on product knowledge and support tools.
- Manage multiple customer inquiries simultaneously while maintaining quality.
- Ensure a positive and professional representation of the company.
- High school diploma or equivalent; a technical certification or associate's degree is a plus.
- Minimum of 2 years of experience in a customer service or technical support role.
- Proven ability to troubleshoot technical issues and guide users effectively.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Strong active listening and problem-solving skills.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Familiarity with common operating systems and software applications.
- Ability to work independently and manage time effectively in a remote setting.
- A patient, empathetic, and customer-centric attitude.
- Reliable internet connection and a quiet workspace are required for remote work.
- Previous experience in a remote customer support role is highly desirable.
This advertiser has chosen not to accept applicants from your region.
7
Senior Customer Support Lead, Technical Assistance
01001 Ngong
KES600000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Senior Customer Support Lead to manage and mentor their remote customer support team. This fully remote role is responsible for ensuring exceptional customer service and timely resolution of technical issues for a diverse client base. You will lead a team of support specialists, monitor service levels, develop training materials, and continuously seek ways to improve the customer experience. The ideal candidate will possess excellent communication and problem-solving skills, a deep understanding of customer service best practices, and a proven ability to motivate and guide a remote team effectively. A strong technical aptitude is essential for addressing customer inquiries.
Key Responsibilities:
Key Responsibilities:
- Lead, coach, and mentor a remote team of customer support specialists.
- Monitor team performance, ensuring adherence to service level agreements (SLAs) and quality standards.
- Handle escalated customer issues, providing timely and effective resolutions.
- Develop and implement customer support policies and procedures.
- Create and maintain comprehensive knowledge base articles and training materials.
- Analyze customer feedback and support metrics to identify trends and areas for improvement.
- Collaborate with product and engineering teams to resolve technical issues and provide customer insights.
- Ensure a high level of customer satisfaction through proactive engagement and efficient problem-solving.
- Manage scheduling and workforce planning for the support team.
- Conduct regular team meetings and one-on-one performance reviews.
- Stay up-to-date with product knowledge and industry best practices in customer support.
This advertiser has chosen not to accept applicants from your region.
8
Remote Customer Support Specialist - Technical Assistance
20100 Nyeri Town
KES200000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative technology solutions, is seeking a dedicated and empathetic Customer Support Specialist to join their entirely remote support team. In this role, you will be the primary point of contact for customers seeking assistance with technical issues, ensuring a high level of satisfaction and swift resolution. This is a fully remote position, allowing you to provide world-class support from the comfort of your own home. Your responsibilities will include responding to customer inquiries via phone, email, and live chat, troubleshooting technical problems, and guiding users through step-by-step solutions. You will need to possess a strong understanding of the company's products and services, maintaining up-to-date knowledge to effectively address customer needs. Documenting customer interactions, maintaining accurate records of issues and resolutions, and escalating complex problems to the appropriate teams will also be key duties. The ideal candidate will have exceptional communication and interpersonal skills, with the ability to explain technical concepts in a clear and understandable manner. Patience, empathy, and a genuine desire to help customers resolve their issues are crucial. A proactive approach to identifying and reporting recurring problems to improve product and service offerings is highly valued. This role requires a high degree of self-motivation, excellent time management skills, and the ability to work independently in a remote setting. Proficiency with helpdesk software and CRM systems is a plus. Join our client's vibrant and supportive remote team, where you will play a vital role in ensuring customer success. If you are passionate about providing outstanding technical support and thrive in a flexible, remote work environment, we want to hear from you. This is an excellent opportunity to contribute to a growing company while enjoying the benefits of a fully remote role.
This advertiser has chosen not to accept applicants from your region.
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