848 Technical Service jobs in Kenya
Senior Technical Field Service Engineer
20100 Naivasha, Rift Valley
KES105000 Annually
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Our client is seeking an experienced and highly skilled Senior Technical Field Service Engineer to provide expert support and solutions for their advanced technical products. This is a fully remote role, focused on providing remote assistance and coordination for field operations. You will be responsible for diagnosing and resolving complex technical issues for customers, ensuring minimal downtime and maximum operational efficiency. Your expertise will be crucial in guiding on-site technicians remotely, providing detailed troubleshooting steps, and managing the escalation of challenging problems. Key responsibilities include developing and maintaining technical documentation, creating knowledge base articles, and conducting virtual training sessions for both customers and internal support teams. You will also be involved in analyzing service data to identify trends, recommend product improvements, and contribute to the development of proactive maintenance strategies. The ideal candidate will possess a Bachelor's degree in Engineering (Mechanical, Electrical, or Computer), a related technical field, or equivalent practical experience, along with a minimum of 7 years of experience in technical support, field service, or engineering. Strong analytical, problem-solving, and diagnostic skills are paramount. Proficiency with remote diagnostic tools, diagnostic software, and digital collaboration platforms is essential for success in this demanding remote role. Excellent communication skills are required to effectively interact with customers and colleagues across different locations. Join our team to deliver exceptional technical solutions.
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Customer Service Representative - Technical Support
00300 Moiben
KES50000 month
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Our client is looking for a dedicated and customer-focused Customer Service Representative to provide exceptional technical support in Garissa. This on-site role requires a proactive individual who can assist customers with troubleshooting, product inquiries, and service-related issues. You will be the primary point of contact for customers seeking assistance, ensuring their experience is positive and their problems are resolved efficiently. Key responsibilities include responding to customer inquiries via phone, email, and chat; diagnosing and resolving technical problems with our products/services; guiding customers through product features and functionalities; escalating complex issues to appropriate departments; documenting customer interactions and solutions accurately; and providing feedback to improve products and services. The ideal candidate will possess excellent communication and interpersonal skills, with a patient and empathetic approach to customer service. Strong problem-solving abilities and a knack for explaining technical concepts clearly to non-technical users are essential. Previous experience in a customer service or technical support role is required. Familiarity with CRM software and ticketing systems is a plus. You should be able to work effectively in a team environment and manage multiple tasks simultaneously. A passion for helping people and a commitment to delivering high-quality support are key attributes we are looking for. If you thrive in a customer-facing role and are eager to contribute to a positive customer experience within our Garissa office, we encourage you to apply. Join us and become a valued member of our support team, ensuring our customers receive the best possible assistance.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries and resolve technical issues promptly.
- Provide clear and concise troubleshooting guidance to customers.
- Document customer interactions and resolutions in the CRM system.
- Escalate unresolved issues to senior support staff or relevant departments.
- Educate customers on product features and services.
- Maintain a high level of customer satisfaction.
- Identify trends in customer issues to suggest product improvements.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Proven experience in customer service or technical support.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and troubleshooting abilities.
- Ability to explain technical information clearly to diverse audiences.
- Familiarity with CRM and ticketing systems is a plus.
- High school diploma or equivalent; further education is advantageous.
- Ability to work independently and as part of a team.
- Customer-oriented attitude and a passion for service excellence.
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Customer Service Representative - Technical Support
20100 Mwembe
KES55000 month
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Our client is seeking a customer-focused and technically proficient Customer Service Representative to join their dedicated support team. This role is essential for providing exceptional assistance and resolving technical inquiries for their user base. You will be the first point of contact for customers experiencing issues with their products or services, tasked with troubleshooting problems, guiding users through solutions, and ensuring a positive customer experience. The ideal candidate possesses excellent communication skills, a patient demeanor, and a strong aptitude for understanding and explaining technical concepts. You should be adept at problem-solving and possess a genuine desire to help customers. This position is fully remote, allowing you to provide support from the comfort of your home, utilizing advanced communication and ticketing systems to manage customer interactions efficiently. Your dedication to customer satisfaction and technical expertise will be key to resolving issues promptly and effectively.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot technical issues reported by customers.
- Provide clear and concise instructions to guide customers through problem-solving steps.
- Document customer interactions and resolutions in the CRM system.
- Escalate complex issues to higher support tiers when necessary.
- Educate customers on product features and best practices.
- Maintain a high level of customer satisfaction through effective problem resolution.
- Identify trends in customer issues and provide feedback to product development teams.
- Stay updated on product knowledge and support procedures.
- Contribute to the development of knowledge base articles and FAQs.
- High School Diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven experience in a customer service or technical support role.
- Strong understanding of common technical issues and troubleshooting methods.
- Excellent verbal and written communication skills.
- Patience, empathy, and a customer-centric attitude.
- Ability to explain technical information clearly to non-technical users.
- Proficiency in using customer support software and CRM systems.
- Ability to multitask and manage time effectively.
- Strong problem-solving and analytical skills.
- Reliable internet connection and a dedicated workspace for remote work.
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2
Customer Service Representative - Technical Support
70100 Gathiruini
KES150000 Annually
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Our client, a leading provider of innovative software solutions, is seeking a dedicated and customer-focused Customer Service Representative to join their Technical Support team. This is a fully remote position, offering excellent flexibility and the opportunity to assist clients with their technical inquiries. You will be the first point of contact for customers experiencing issues with our client's products, providing timely and effective solutions. Responsibilities include troubleshooting technical problems, guiding users through product features, resolving software-related issues, and escalating complex cases to higher support tiers. You will maintain detailed records of customer interactions and resolutions in a CRM system. The ideal candidate will possess exceptional communication and problem-solving skills, with a patient and empathetic approach to customer service. Previous experience in a customer support or technical helpdesk role is highly preferred. Proficiency in troubleshooting common software and hardware issues, along with a strong understanding of customer service best practices, is essential. The ability to explain technical concepts clearly to non-technical users is crucial. You must be highly organized, detail-oriented, and capable of managing multiple inquiries simultaneously in a fast-paced, remote environment. A commitment to providing outstanding customer experiences is key. Join our client's team and contribute to their reputation for excellent customer support.
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Technical Support Lead - Customer Service
30100 Kitale, Rift Valley
KES70000 Annually
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Our client is seeking a dynamic and experienced Technical Support Lead to manage their customer service helpdesk operations. This hybrid role will involve a blend of remote work and on-site presence at our **Kitale, Trans-Nzoia, KE** offices, ensuring seamless customer support delivery. You will be responsible for leading a team of technical support specialists, providing guidance, training, and performance management. Your core duties will include resolving complex technical issues escalated by the support team, developing and maintaining knowledge base articles, monitoring support ticket queues, and ensuring adherence to service level agreements (SLAs). The ideal candidate will possess strong technical acumen, with expertise in troubleshooting common software and hardware issues relevant to our client's products or services. Excellent communication, interpersonal, and customer service skills are essential for interacting with customers and team members. You should have experience in customer support environments, with a proven ability to manage and motivate a support team. Familiarity with helpdesk ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools is required. This role requires strong analytical and problem-solving abilities, with a commitment to delivering exceptional customer experiences. You will also contribute to process improvements within the customer service department, ensuring efficient and effective support delivery across all channels.
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4
Customer Service Representative - Technical Support
80200 Nairobi, Nairobi
KES45000 month
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Our client, a fast-growing technology solutions provider based in Malindi, Kilifi, KE , is seeking dedicated and technically proficient Customer Service Representatives for their remote support team. This fully remote role is crucial for providing exceptional technical assistance and resolving customer issues efficiently. You will be the primary point of contact for customers experiencing technical difficulties with our client's products or services. The ideal candidate possesses excellent communication skills, a strong technical aptitude, and a patient, customer-focused approach. This position requires you to work remotely, offering support via phone, email, and chat.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide timely and effective technical support to customers via phone, email, and chat channels.
- Diagnose and troubleshoot technical issues related to software, hardware, and network connectivity.
- Guide customers through step-by-step solutions to resolve their technical problems.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Escalate complex technical issues to appropriate support teams when necessary.
- Maintain a high level of customer satisfaction by delivering prompt, empathetic, and professional service.
- Identify recurring customer issues and provide feedback to the product development team for improvements.
- Stay updated on product knowledge and technical advancements.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Contribute to building a knowledge base of FAQs and troubleshooting guides.
Qualifications:
- Proven experience in a customer service or technical support role.
- Strong understanding of common operating systems (Windows, macOS, Linux) and troubleshooting techniques.
- Excellent verbal and written communication skills.
- Proficiency in using CRM software and ticketing systems.
- Ability to explain technical concepts clearly to non-technical users.
- Patience, empathy, and a customer-centric attitude.
- Ability to work independently and manage time effectively in a remote environment.
- Strong problem-solving and analytical skills.
- Ability to multitask and handle a high volume of customer inquiries.
- Must have a reliable internet connection and a dedicated remote workspace.
- Familiarity with cloud-based services or specific software relevant to the client's industry is a plus.
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5
Customer Support Lead
80200 Nairobi, Nairobi
KES65000 Annually
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Job Description
Our client is seeking a dynamic and motivated Customer Support Lead to manage their customer service and helpdesk operations. This role requires a leader who can guide a team, ensure high levels of customer satisfaction, and contribute to the improvement of support processes. While the company operates a hybrid work model, this specific position requires a candidate comfortable with a blend of remote and in-office work.
Key Responsibilities:
Key Responsibilities:
- Lead and mentor a team of customer service representatives, providing coaching, training, and performance feedback.
- Oversee daily operations of the customer support department, ensuring timely and effective resolution of customer inquiries and issues via phone, email, and chat.
- Develop and implement customer service policies and procedures to enhance the customer experience.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Escalate complex issues to appropriate departments and follow up to ensure resolution.
- Manage the scheduling and allocation of team resources to meet service level agreements (SLAs).
- Contribute to the knowledge base and training materials for the support team.
- Act as a point of escalation for complex customer issues.
- Collaborate with other departments to address customer needs and improve product/service offerings.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3-5 years of experience in customer service or a helpdesk environment, with at least 1-2 years in a supervisory or lead role.
- Proven ability to lead and motivate a team.
- Strong understanding of customer service principles and best practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience with CRM software and customer support ticketing systems.
- Ability to manage multiple tasks and priorities effectively.
- Familiarity with remote and hybrid work environments is beneficial.
- Must be legally authorized to work in Kenya and willing to work a hybrid schedule.
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Customer Support Specialist
00200 Njiru Village
KES50000 Annually
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Our client, a growing technology services provider, is looking for a dedicated Customer Support Specialist to join their team. In this hybrid role, you will be a primary point of contact for customers, providing timely and effective solutions to their inquiries and technical issues. Your responsibilities will include answering customer calls, responding to emails and live chat messages, troubleshooting common software and hardware problems, and escalating complex issues to higher technical support tiers when necessary. You will be expected to maintain accurate records of customer interactions and resolutions in the CRM system, and contribute to the development of knowledge base articles and FAQs. A key part of this role is ensuring a positive customer experience through empathetic communication and efficient problem-solving. You will also play a role in identifying recurring customer issues and providing feedback to product development teams for service improvement. The ideal candidate will have a passion for customer service, excellent communication and interpersonal skills, and a patient and positive attitude. Prior experience in a customer service or technical support role is a strong asset. Proficiency with customer relationship management (CRM) software and basic troubleshooting skills are required. You will need to be comfortable working both remotely and from our office in Ongata Rongai. This is a fantastic opportunity to grow within a supportive team environment and make a real difference in customer satisfaction.
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7
Customer Support Specialist
00100 Makongeni
KES70000 month
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Our client is seeking a dedicated and empathetic Customer Support Specialist to provide exceptional assistance to their valued customers. This is a fully remote position, offering the flexibility to work from home and contribute to customer satisfaction from anywhere. The ideal candidate will possess outstanding communication skills, a patient demeanor, and a passion for problem-solving. You will be responsible for responding to customer inquiries via various channels, including email, phone, and chat, addressing their questions, troubleshooting issues, and providing accurate information about products and services. Key duties include resolving customer complaints efficiently and effectively, maintaining detailed records of customer interactions, and escalating complex issues to the appropriate departments when necessary. You will also be involved in gathering customer feedback to help improve products and services. Our client values individuals who are proactive, possess strong organizational skills, and are committed to delivering a positive customer experience. The ability to work independently, manage time effectively, and maintain a high level of professionalism in a remote environment is essential. You will be part of a supportive team that is focused on ensuring customer loyalty and satisfaction. This is an excellent opportunity to utilize your customer service skills to make a real difference, build strong customer relationships, and grow your career in a rewarding, remote-first role. Your contribution will be vital in maintaining our client’s reputation for excellent customer care. We are looking for individuals who are great listeners, empathetic communicators, and are adept at finding solutions to customer challenges, ensuring every interaction is a positive one.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries via email, phone, and chat in a timely manner.
- Provide accurate information about products, services, and company policies.
- Troubleshoot and resolve customer issues and complaints effectively.
- Maintain detailed records of customer interactions and transactions.
- Escalate complex issues to senior support or relevant departments.
- Gather customer feedback and report insights to improve services.
- Ensure a high level of customer satisfaction with every interaction.
- Follow communication procedures, guidelines, and policies.
- Identify opportunities to upsell or cross-sell products/services when appropriate.
- Contribute to the team's success through collaboration and knowledge sharing.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven customer support or client service experience.
- Excellent communication, listening, and problem-solving skills.
- Ability to multitask, prioritize, and manage time effectively.
- Patience and empathy when dealing with customer issues.
- Proficiency with CRM software and helpdesk systems.
- Ability to work independently and manage workload in a remote setting.
- Strong typing skills and computer literacy.
- Adaptability and willingness to learn new products and procedures.
- Positive attitude and a commitment to customer satisfaction.
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8
Customer Support Lead
40101 Moiben
KES85000 Annually
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Our client is looking for a highly motivated and experienced Customer Support Lead to guide and manage their customer service team. This is a fully remote position, offering you the flexibility to lead your team and support customers from any location. You will be responsible for ensuring exceptional customer service delivery, resolving complex customer issues, and implementing strategies to enhance customer satisfaction and loyalty. The ideal candidate will possess excellent leadership, communication, and problem-solving skills, with a proven ability to manage and motivate a remote support team. You should have a deep understanding of customer service best practices and experience with CRM and helpdesk software. Key responsibilities include training and mentoring customer support representatives, monitoring service performance, identifying areas for improvement, and developing standard operating procedures. You will also handle escalated customer complaints, analyze customer feedback, and collaborate with other departments to address systemic issues. This role requires a proactive approach to customer engagement and a commitment to building positive customer relationships. You must be adept at managing multiple priorities, making sound decisions under pressure, and fostering a positive and productive remote work environment for your team. If you are a customer-centric leader passionate about delivering outstanding service and driving team success in a remote setting, we encourage you to apply. This role is based in **Garissa, Garissa, KE** but is fully remote.
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