651 Technical Assistance jobs in Kenya
Customer Support Specialist - Technical Assistance
30100 Moiben
KES45000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client, a fast-growing technology company, is seeking a highly motivated and customer-focused Customer Support Specialist to provide expert technical assistance. This is a fully remote position, offering the flexibility to work from anywhere. You will be the first point of contact for customers experiencing technical issues with our products and services. Your primary responsibility will be to troubleshoot problems, provide effective solutions, and ensure a positive customer experience through various communication channels, including phone, email, and chat.
The ideal candidate will possess excellent communication skills, a patient demeanor, and a strong aptitude for technology. You should have a proven ability to explain complex technical concepts in a clear and understandable manner. Experience with customer relationship management (CRM) software and helpdesk ticketing systems is essential. Your duties will include logging customer interactions, documenting solutions, and escalating unresolved issues to higher-level support teams. You will also contribute to building a knowledge base by creating FAQs and support articles.
This role requires strong problem-solving skills and the ability to work independently in a fast-paced environment. You must be a proactive learner, keeping up-to-date with product updates and technical advancements. As this is a remote position, exceptional self-discipline, time management, and organizational skills are paramount. You will utilize digital tools to collaborate with team members and managers, ensuring efficient workflow and high-quality customer service. This is an exciting opportunity to join a dynamic team, enhance your technical support skills, and contribute to customer satisfaction for an innovative company, all from a convenient remote work setting. Become a vital part of our customer success journey.
The ideal candidate will possess excellent communication skills, a patient demeanor, and a strong aptitude for technology. You should have a proven ability to explain complex technical concepts in a clear and understandable manner. Experience with customer relationship management (CRM) software and helpdesk ticketing systems is essential. Your duties will include logging customer interactions, documenting solutions, and escalating unresolved issues to higher-level support teams. You will also contribute to building a knowledge base by creating FAQs and support articles.
This role requires strong problem-solving skills and the ability to work independently in a fast-paced environment. You must be a proactive learner, keeping up-to-date with product updates and technical advancements. As this is a remote position, exceptional self-discipline, time management, and organizational skills are paramount. You will utilize digital tools to collaborate with team members and managers, ensuring efficient workflow and high-quality customer service. This is an exciting opportunity to join a dynamic team, enhance your technical support skills, and contribute to customer satisfaction for an innovative company, all from a convenient remote work setting. Become a vital part of our customer success journey.
This advertiser has chosen not to accept applicants from your region.
0
Remote Customer Support Specialist - Technical Assistance
20200 Kapsuser
KES70000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Position: Customer Support Specialist
Location: Kericho, Kericho, KE (Fully Remote)
About Our Client:
Our client is a leading provider of innovative technology solutions, dedicated to delivering exceptional customer experiences. We are looking for a motivated and customer-centric Support Specialist to join our fully remote global support team.
Role Overview:
As a Remote Customer Support Specialist, you will be the first point of contact for customers seeking assistance with our products and services. You will handle inquiries via phone, email, and chat, providing timely, accurate, and empathetic solutions. This role requires a strong understanding of technical troubleshooting, excellent communication skills, and a genuine desire to help customers succeed. You will play a key role in building customer loyalty and ensuring satisfaction through outstanding service.
Key Responsibilities:
Qualifications:
Location: Kericho, Kericho, KE (Fully Remote)
About Our Client:
Our client is a leading provider of innovative technology solutions, dedicated to delivering exceptional customer experiences. We are looking for a motivated and customer-centric Support Specialist to join our fully remote global support team.
Role Overview:
As a Remote Customer Support Specialist, you will be the first point of contact for customers seeking assistance with our products and services. You will handle inquiries via phone, email, and chat, providing timely, accurate, and empathetic solutions. This role requires a strong understanding of technical troubleshooting, excellent communication skills, and a genuine desire to help customers succeed. You will play a key role in building customer loyalty and ensuring satisfaction through outstanding service.
Key Responsibilities:
- Respond to customer inquiries and resolve issues via phone, email, and live chat in a professional and timely manner.
- Diagnose and troubleshoot technical problems, guiding customers through step-by-step solutions.
- Provide clear and concise information about products, services, and policies.
- Escalate complex issues to appropriate departments or senior support staff when necessary.
- Document all customer interactions, troubleshooting steps, and resolutions in the CRM system.
- Contribute to the knowledge base by creating and updating support articles and FAQs.
- Identify trends in customer issues and provide feedback to product development and engineering teams.
- Maintain a high level of customer satisfaction by delivering exceptional service and support.
- Adhere to all service level agreements (SLAs) and quality standards.
- Continuously learn about our products and services to enhance support capabilities.
- Manage customer expectations effectively and communicate progress on ongoing issues.
- Identify opportunities to upsell or cross-sell relevant products or services when appropriate.
- Participate in team meetings and training sessions to improve skills and knowledge.
- Ensure a positive and professional representation of the company at all times.
- Proactively seek out solutions to recurring customer problems.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 2 years of experience in customer service or technical support, preferably in a remote setting.
- Proven ability to troubleshoot technical issues with software or hardware.
- Excellent verbal and written communication skills, with a clear and patient tone.
- Strong active listening skills and empathy towards customer needs.
- Proficiency in using customer support software, ticketing systems, and CRM platforms.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Self-motivated and able to work independently with minimal supervision.
- Proficiency with computer systems, including operating systems and common software applications.
- Adaptability and willingness to learn new technologies.
- A passion for helping others and a positive attitude.
- Previous experience in a remote work environment is a strong advantage.
This advertiser has chosen not to accept applicants from your region.
1
Remote Customer Support Specialist - Technical Assistance
20301 Kisumu
KES50000 month
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
WhatJobs is recruiting a dedicated and empathetic Remote Customer Support Specialist to provide exceptional technical assistance to our users. This role is vital in ensuring customer satisfaction by resolving inquiries and issues efficiently and professionally. As a remote team member, you will be the first point of contact for customers seeking help through various channels, including email, chat, and phone. Your primary responsibility will be to understand customer problems, troubleshoot technical issues, and provide clear, accurate solutions. You will need to maintain a high level of product knowledge and stay updated on any changes or new features. Excellent communication skills, patience, and a problem-solving attitude are crucial for success in this position. You will be expected to document customer interactions, escalate complex issues when necessary, and contribute to our knowledge base. We are looking for individuals who are self-motivated, organized, and thrive in a remote work environment. The ideal candidate is a good listener, empathetic, and passionate about helping others. You will work within a supportive team, collaborating to improve customer service processes and outcomes. This role offers a great opportunity to develop your skills in customer service and technical support within a growing company, all while enjoying the flexibility of a remote job.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries and resolve technical issues via email, chat, and phone.
- Provide accurate and timely information to customers regarding products and services.
- Troubleshoot technical problems and guide customers through solutions.
- Document all customer interactions and resolutions in the CRM system.
- Escalate complex issues to appropriate departments or senior support staff.
- Contribute to the development and maintenance of the customer support knowledge base.
- Identify recurring customer issues and provide feedback to product/development teams.
- Maintain a high level of customer satisfaction and build strong customer relationships.
- Adhere to established support procedures and service level agreements (SLAs).
- Participate in team meetings and training sessions to enhance skills.
- Ensure a positive and professional customer experience at all times.
- Stay updated with product updates and technical specifications.
Qualifications:
- High school diploma or equivalent; associate's or bachelor's degree is a plus.
- Proven experience (1-2 years) in customer service or technical support.
- Excellent communication skills, both written and verbal.
- Strong listening and empathy skills.
- Proficiency in using CRM software and helpdesk systems.
- Ability to troubleshoot technical issues effectively.
- Patience and a positive attitude when interacting with customers.
- Strong organizational and time-management skills for remote work.
- Ability to work independently and as part of a remote team.
- Must have a reliable internet connection and a quiet workspace.
- Familiarity with (mention specific relevant software/products, e.g., ticketing systems, SaaS platforms) is advantageous.
This advertiser has chosen not to accept applicants from your region.
2
Lead Customer Support Specialist - Technical Assistance
00200 Mumbuni
KES70000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Lead Customer Support Specialist to manage and enhance their remote customer service operations. This role is crucial for ensuring exceptional customer satisfaction through effective technical assistance and problem resolution. You will be responsible for leading a team of support agents, providing them with guidance, training, and support to meet and exceed service level agreements. Your primary focus will be on addressing complex customer inquiries, troubleshooting technical issues, and ensuring a seamless customer experience. This position requires a strong understanding of customer service best practices, excellent communication skills, and the ability to remain calm and professional under pressure. You will develop and implement support strategies, monitor performance metrics, and identify areas for improvement. The ideal candidate will have a proven track record in customer support management, a passion for helping customers, and the technical aptitude to understand and explain product features and functionalities. You will also be involved in creating and updating support documentation, FAQs, and knowledge base articles to empower both customers and support agents. This fully remote role demands excellent organizational skills and the ability to manage your time effectively while collaborating with colleagues across different time zones.
Responsibilities:
Responsibilities:
- Lead and mentor a remote customer support team.
- Provide Tier 2/3 technical support for customer inquiries and issues.
- Develop and implement customer support policies and procedures.
- Monitor customer service metrics and identify trends.
- Train new support agents on products and processes.
- Manage customer escalations and ensure timely resolution.
- Contribute to the creation of support documentation and knowledge base content.
- Bachelor's degree in a relevant field or equivalent practical experience.
- Minimum of 5 years of experience in customer support, with at least 2 years in a leadership role.
- Proven experience with customer support software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent communication, problem-solving, and interpersonal skills.
- Ability to train and motivate a team in a remote setting.
- Strong technical aptitude and understanding of common software issues.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Support Lead - Technical Assistance
10100 Homa Bay
KES110000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Senior Customer Support Lead to manage and elevate their customer service operations. This is a critical, fully remote role focused on providing exceptional technical assistance and guiding a team of customer support specialists. You will be responsible for ensuring prompt and accurate resolution of customer inquiries, developing support strategies, and enhancing overall customer satisfaction. The ideal candidate possesses strong leadership skills, a deep understanding of customer service best practices, and the ability to effectively manage and motivate a remote support team.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead and mentor a team of customer support representatives, providing guidance and performance feedback.
- Develop and implement effective customer support strategies and processes.
- Ensure timely and accurate resolution of customer inquiries via various channels (phone, email, chat, ticketing systems).
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
- Train new team members and provide ongoing training to existing staff.
- Handle escalated customer issues and complex technical problems with a high degree of professionalism.
- Identify recurring customer issues and collaborate with product and engineering teams to implement solutions.
- Maintain a comprehensive knowledge base of product information and support procedures.
- Contribute to the development of customer support documentation and FAQs.
- Foster a customer-centric culture within the support team.
- Analyze customer feedback to identify areas for service improvement.
- Manage support team schedules and ensure adequate coverage.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership or supervisory role.
- Proven ability to lead and motivate a remote team.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Experience with CRM software and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to manage multiple priorities and work effectively under pressure.
- Proficiency in troubleshooting technical issues and providing clear, concise solutions.
- Demonstrated commitment to customer satisfaction.
- Experience in remote team management and virtual collaboration tools is essential.
This advertiser has chosen not to accept applicants from your region.
4
Remote Customer Support Specialist - Technical Assistance
20100 Kisumu
KES55000 month
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a motivated and customer-focused Remote Customer Support Specialist to provide exceptional technical assistance and customer service. This fully remote role is vital for ensuring our customers receive timely and effective support for our products and services. You will be the first point of contact for customers experiencing technical difficulties or having inquiries, utilizing various communication channels including phone, email, and live chat. Your primary goal will be to resolve customer issues efficiently, enhance customer satisfaction, and contribute to a positive brand experience.
Key responsibilities include actively listening to customer concerns, diagnosing technical problems accurately, and providing clear, concise solutions. You will troubleshoot software and hardware issues, guide users through product functionalities, and escalate complex problems to appropriate technical teams when necessary. Maintaining detailed records of customer interactions, issues, and resolutions in the CRM system will be crucial. You will also contribute to the development of support documentation, FAQs, and knowledge base articles to empower customers and internal teams. The ideal candidate will possess excellent communication and problem-solving skills, a patient demeanor, and a strong technical aptitude with a desire to learn and grow within the tech support field.
Responsibilities:
Key responsibilities include actively listening to customer concerns, diagnosing technical problems accurately, and providing clear, concise solutions. You will troubleshoot software and hardware issues, guide users through product functionalities, and escalate complex problems to appropriate technical teams when necessary. Maintaining detailed records of customer interactions, issues, and resolutions in the CRM system will be crucial. You will also contribute to the development of support documentation, FAQs, and knowledge base articles to empower customers and internal teams. The ideal candidate will possess excellent communication and problem-solving skills, a patient demeanor, and a strong technical aptitude with a desire to learn and grow within the tech support field.
Responsibilities:
- Provide remote technical support and customer service via phone, email, and chat.
- Diagnose and resolve customer technical issues effectively.
- Guide customers through product setup, troubleshooting, and usage.
- Escalate complex issues to senior support or engineering teams.
- Maintain accurate and detailed customer records in the CRM system.
- Contribute to the creation of support documentation and knowledge base articles.
- Identify trends in customer issues and provide feedback for product improvement.
- Ensure high levels of customer satisfaction and retention.
- Adhere to company policies and support protocols.
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Proven experience in customer service or technical support role.
- Strong understanding of computer hardware, software, and operating systems.
- Excellent communication, active listening, and interpersonal skills.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to troubleshoot technical problems efficiently and patiently.
- Strong organizational skills and attention to detail.
- Ability to work independently and manage time effectively in a remote environment.
- Passion for customer service and technology.
This advertiser has chosen not to accept applicants from your region.
5
Remote Customer Support Specialist - Technical Assistance
00201 Abothuguchi West
KES40000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is looking for dedicated and customer-focused Remote Customer Support Specialists to provide exceptional technical assistance and service to their valued clients. This hybrid role offers the flexibility to work remotely with occasional in-office requirements. You will be the primary point of contact for customers seeking help with product inquiries, troubleshooting technical issues, and resolving account-related concerns. Key responsibilities include responding to customer inquiries via phone, email, and chat in a timely and professional manner, diagnosing and resolving technical problems, guiding customers through product features and functionalities, and documenting all customer interactions and resolutions accurately. The ideal candidate possesses excellent communication skills, a patient and empathetic demeanor, and strong problem-solving abilities. Previous experience in customer service or technical support, particularly in a remote or hybrid setting, is highly desirable. Proficiency with CRM software and helpdesk ticketing systems is required. You should have a good understanding of common technical issues and be able to explain technical concepts in a clear, user-friendly manner. This role requires a self-starter with strong time management skills and the ability to multitask effectively in a dynamic environment. A high school diploma or equivalent is required; further technical certifications or associate degrees are a plus. You will be expected to meet specific performance metrics related to customer satisfaction and resolution times. If you are passionate about helping customers and possess the skills to provide outstanding remote technical support, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
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6
Remote Customer Support Lead - Technical Assistance
60100 Meru , Eastern
KES50000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a rapidly expanding technology firm specializing in innovative software solutions, is seeking a dedicated and experienced Remote Customer Support Lead to guide their support team and ensure exceptional customer service. This position is entirely remote, providing a flexible work environment where you can leverage your leadership skills to enhance customer satisfaction and streamline support processes.
Key Responsibilities:
Key Responsibilities:
- Lead, manage, and mentor a team of remote customer support representatives, providing guidance, coaching, and performance feedback.
- Ensure the delivery of high-quality, timely, and efficient technical support to customers via various channels including email, chat, and phone.
- Develop and implement standard operating procedures (SOPs) for customer support, including escalation processes and issue resolution protocols.
- Monitor support queue performance and key metrics (e.g., response time, resolution time, customer satisfaction scores) to identify areas for improvement.
- Train new support team members on company products, support tools, and best practices in customer service.
- Act as a point of escalation for complex customer issues, working to resolve them efficiently and effectively.
- Collaborate with product, engineering, and sales teams to communicate customer feedback and identify product improvements.
- Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for both internal and external use.
- Analyze customer support data to identify trends, recurring issues, and opportunities for proactive customer outreach or product enhancement.
- Foster a customer-centric culture within the support team, ensuring a positive and supportive experience for all customers.
- Manage the scheduling and workload distribution for the remote support team.
- Contribute to the development and refinement of customer support tools and technologies.
- Proven experience in a customer support role, with at least 2 years in a team lead or supervisory capacity.
- Excellent understanding of customer service principles and best practices, particularly in a technical support context.
- Strong knowledge of CRM software and helpdesk ticketing systems (e.g., Zendesk, Intercom, Salesforce Service Cloud).
- Exceptional communication, interpersonal, and problem-solving skills.
- Ability to effectively manage and motivate a remote team.
- Proficiency in troubleshooting technical issues related to software applications.
- Experience in creating and managing knowledge base content.
- Strong organizational and time management skills, with the ability to multitask in a fast-paced environment.
- A genuine passion for helping customers and delivering outstanding service.
- Must have a reliable internet connection and a dedicated workspace for remote work.
This advertiser has chosen not to accept applicants from your region.
7
Senior Customer Support Specialist - Remote Technical Assistance
30100 Moiben
KES180000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a fast-growing technology company, is seeking a dedicated and technically proficient Senior Customer Support Specialist to join their entirely remote customer service team. This role is instrumental in providing exceptional technical assistance and resolving complex customer inquiries related to our client's software products. You will be the primary point of contact for customers experiencing issues, requiring a deep understanding of the product, excellent troubleshooting skills, and a patient, customer-centric approach. The ideal candidate thrives in a fast-paced, remote environment, excels at problem-solving, and is passionate about ensuring customer satisfaction. You will collaborate with technical support, product development, and quality assurance teams to identify and resolve recurring issues.
Responsibilities:
Qualifications:
This fully remote position offers a fantastic opportunity to contribute to customer success at a growing tech company. Your problem-solving skills will be highly valued. While your support might extend to customers in the region of Eldoret, Uasin Gishu, KE , the role itself is entirely remote.
Responsibilities:
- Respond to customer inquiries via phone, email, and chat, providing timely and accurate technical support.
- Diagnose and troubleshoot complex software issues, guiding customers through step-by-step solutions.
- Escalate unresolved issues to appropriate internal teams (e.g., Tier 2 support, engineering) with detailed documentation.
- Educate customers on product features, functionalities, and best practices.
- Create and update knowledge base articles and support documentation to assist customers and internal teams.
- Identify trends in customer issues and provide feedback to product development for product improvements.
- Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
- Proactively identify opportunities to improve the customer support process and customer experience.
- Participate in training sessions to stay updated on product knowledge and support procedures.
- Contribute to a positive and collaborative team environment in a remote setting.
- Achieve and maintain high customer satisfaction scores and key performance indicators (KPIs).
Qualifications:
- A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- A minimum of 4 years of experience in technical customer support or a related role, preferably within the software industry.
- Proven ability to troubleshoot and resolve complex technical issues.
- Excellent understanding of software applications and common IT concepts.
- Strong written and verbal communication skills, with the ability to explain technical information clearly.
- Exceptional active listening and empathy skills.
- Proficiency in using CRM software and customer support platforms.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
- A strong commitment to providing outstanding customer service.
- Experience with (mention specific relevant software/technology, e.g., cloud platforms, specific operating systems) is a plus.
- Ability to adapt quickly to new technologies and product updates.
This fully remote position offers a fantastic opportunity to contribute to customer success at a growing tech company. Your problem-solving skills will be highly valued. While your support might extend to customers in the region of Eldoret, Uasin Gishu, KE , the role itself is entirely remote.
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Support Specialist - Remote Technical Assistance
60200 Meru , Eastern
KES50000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is looking for a dedicated and empathetic Senior Customer Support Specialist to provide exceptional technical assistance to their users. This is a fully remote position, ideal for individuals who are passionate about helping others and possess strong problem-solving skills. You will be responsible for handling customer inquiries via phone, email, and chat, resolving technical issues efficiently, and ensuring a high level of customer satisfaction. Key responsibilities include troubleshooting software and hardware problems, guiding users through product features, escalating complex issues to higher support tiers, and documenting customer interactions. The ideal candidate possesses excellent communication skills, a patient demeanor, and a solid understanding of technical concepts relevant to our client's products/services. Previous experience in a customer support role, preferably in a technical environment, is essential. You should be adept at explaining technical information in a clear and understandable manner to users with varying levels of technical expertise. The ability to work independently, manage your workload effectively, and maintain a positive attitude under pressure in a remote setting is crucial. Familiarity with helpdesk ticketing systems (e.g., Zendesk, Intercom) and remote support tools is required. A strong commitment to providing outstanding customer service and a proactive approach to identifying customer needs are highly valued. This is an excellent opportunity to be a key point of contact for customers, contributing directly to their positive experience with our client. You will be instrumental in building customer loyalty and ensuring their success. The **job location** for administrative purposes is **Meru, Meru, KE**, but the role is performed entirely remotely.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and provide timely and accurate technical support via various channels (phone, email, chat).
- Troubleshoot and resolve software and hardware issues for customers.
- Guide users through product functionalities and features.
- Escalate complex technical issues to appropriate departments or senior support staff.
- Document all customer interactions, issues, and resolutions in the ticketing system.
- Identify and report recurring technical problems to improve product stability.
- Educate customers on best practices for using the product/service.
- Maintain a high level of customer satisfaction by providing exceptional service.
- Contribute to the development of knowledge base articles and support documentation.
- Collaborate with cross-functional teams to address customer feedback and product enhancements.
- Stay up-to-date with product updates and technical changes.
- Adhere to all company policies and procedures related to customer support.
- High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
- Minimum of 3 years of experience in customer support, technical support, or a similar role.
- Proven ability to troubleshoot technical issues effectively.
- Excellent verbal and written communication skills.
- Strong interpersonal skills and patience when interacting with customers.
- Familiarity with helpdesk software (e.g., Zendesk, Freshdesk) and CRM systems.
- Ability to work independently and manage time effectively in a remote setting.
- Proficiency in (mention specific software/hardware relevant to the client's product).
- Customer-centric mindset and a passion for problem-solving.
- Ability to explain technical concepts to non-technical users.
- Reliable internet connection and a dedicated workspace for remote work.
This advertiser has chosen not to accept applicants from your region.
9