490 Technical Services jobs in Kenya
Customer Support Lead - Technical Services
01001 Abothuguchi West
KES90000 Annually
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Our client, a rapidly growing technology solutions provider, is seeking an experienced and motivated Customer Support Lead to manage their technical support operations based in Ruiru, Kiambu, KE . This role involves leading a team of customer support specialists, ensuring the delivery of exceptional service, and resolving complex technical issues for our diverse client base. The ideal candidate will possess strong leadership skills, in-depth technical knowledge, and a passion for customer satisfaction.
Key Responsibilities:
Qualifications:
This role is based in Ruiru, Kiambu, KE , but offers the flexibility of remote work for qualified candidates, aligning with our commitment to work-life balance.
Key Responsibilities:
- Lead, train, and mentor a team of customer support representatives to achieve high performance standards.
- Oversee the day-to-day operations of the customer support department, ensuring efficient ticket management and timely issue resolution.
- Develop and implement customer support strategies, policies, and procedures to enhance customer experience.
- Act as a point of escalation for complex technical issues, providing expert troubleshooting and guidance.
- Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores, and implement improvements.
- Analyze customer feedback and support trends to identify areas for product or service enhancement.
- Collaborate with product development and engineering teams to relay customer issues and feedback.
- Create and maintain comprehensive knowledge base articles and troubleshooting guides.
- Manage customer communication channels, including phone, email, and chat, ensuring professional and timely responses.
- Foster a customer-centric culture within the support team.
- Conduct regular performance reviews and provide ongoing coaching to team members.
- Manage staff scheduling and workload distribution to ensure adequate coverage.
- Identify training needs and develop relevant training programs for the support team.
- Ensure all support activities comply with company policies and data privacy regulations.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Minimum of 5 years of experience in customer support, with at least 2 years in a team lead or supervisory role.
- Proven experience in technical troubleshooting and support for software or hardware products.
- Strong understanding of customer relationship management (CRM) systems and support ticketing tools.
- Excellent leadership, communication, and interpersonal skills.
- Ability to motivate and develop a team.
- Strong analytical and problem-solving abilities.
- Customer-focused mindset with a passion for service excellence.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience in the (specific industry, e.g., SaaS, IT services) sector is a plus.
This role is based in Ruiru, Kiambu, KE , but offers the flexibility of remote work for qualified candidates, aligning with our commitment to work-life balance.
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0
Customer Support Team Lead - Technical Services
30100 Moiben
KES2500000 Annually
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Our client, a rapidly expanding tech company, is seeking an experienced and dynamic Customer Support Team Lead to manage their remote customer service and helpdesk operations. This position is critical for ensuring exceptional customer satisfaction by leading a team of support specialists, optimizing support processes, and resolving complex customer issues. You will be responsible for overseeing daily support activities, providing guidance and training to your team, and ensuring timely and effective resolution of customer inquiries via phone, email, and chat. Key responsibilities include monitoring team performance, setting KPIs, and conducting regular performance reviews. You will also be instrumental in developing and maintaining support documentation, knowledge bases, and troubleshooting guides. Escalation management and proactive problem-solving are essential to address challenging customer situations. You will collaborate with product development and engineering teams to identify and resolve product bugs or usability issues, providing valuable customer feedback. The ideal candidate will possess a Bachelor's degree in a relevant field or equivalent practical experience. A minimum of 5 years of experience in customer support or helpdesk roles, with at least 2 years in a supervisory or team lead capacity, is required. Proven experience with CRM systems (e.g., Salesforce, Zendesk) and ticketing platforms is mandatory. Strong understanding of IT support principles and troubleshooting methodologies is essential. Excellent leadership, communication, coaching, and problem-solving skills are paramount. You should be adept at motivating and developing a remote team, managing workload effectively, and maintaining high standards of service quality. Experience in the SaaS industry is a significant advantage. Join our innovative, remote-first organization and play a pivotal role in delivering outstanding customer experiences.
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1
Senior Technical Support Engineer - Cloud Services
20100 Nyeri Town
KES2800000 Annually
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Our client, a leading provider of cloud-based enterprise solutions, is seeking a highly skilled Senior Technical Support Engineer to join their globally distributed, remote team. In this fully remote role, you will be the first line of defense for our clients, providing expert technical assistance and resolving complex issues related to our cloud platform. Your responsibilities will include diagnosing and troubleshooting software and hardware problems, guiding customers through step-by-step solutions, and escalating unresolved issues to higher-level support or engineering teams. You will maintain detailed records of customer interactions and resolutions in our ticketing system. This role requires a profound understanding of cloud computing concepts, operating systems (Windows, Linux), networking protocols, and common application issues. You will also be responsible for creating and updating technical documentation, knowledge base articles, and troubleshooting guides to empower users and internal teams. A key aspect of the job involves proactive monitoring of system performance and identifying potential issues before they impact users. You will collaborate with product development teams to provide feedback on recurring issues and contribute to product improvements. The ideal candidate possesses excellent analytical and problem-solving skills, strong communication abilities, and a customer-centric approach. Experience with specific cloud platforms (e.g., AWS, Azure, GCP), scripting languages (e.g., Python, PowerShell), and remote support tools is essential. We are looking for a dedicated professional who can thrive in a fast-paced, remote environment, manage multiple priorities, and deliver exceptional support. If you are passionate about technology and dedicated to providing outstanding customer experiences, we encourage you to apply.
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2
Senior Technical Support Engineer - Cloud Services
90100 Mumbuni
KES290000 Annually
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Our client, a leader in cloud computing solutions, is seeking a highly skilled Senior Technical Support Engineer to provide exceptional remote support to their clientele. This fully remote position is crucial for resolving complex technical issues related to our client's cloud infrastructure and services, ensuring high levels of client satisfaction and operational uptime. You will be responsible for troubleshooting, diagnosing, and resolving advanced technical problems across various cloud platforms, including (mention specific cloud platforms, e.g., AWS, Azure, GCP). The ideal candidate will possess a deep understanding of cloud architecture, networking, operating systems, and database management. You will also be responsible for creating and maintaining technical documentation, knowledge base articles, and best practice guides to empower clients and internal support teams. This role requires excellent analytical, problem-solving, and communication skills, with the ability to explain complex technical concepts clearly to clients with varying levels of technical expertise. You will collaborate with engineering and product development teams to identify and escalate product bugs or feature requests. Experience with scripting languages (e.g., Python, Bash) for automation and diagnostics is highly desirable. This is a challenging and rewarding remote role that offers the opportunity to work with cutting-edge cloud technologies and make a significant impact on client operations. A Bachelor's degree in Computer Science, Information Technology, or a related field, along with at least 5 years of experience in technical support or systems administration, with a strong focus on cloud services, is required.
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3
Senior Technical Support Specialist - Cloud Services
20100 Mwembe
KES110000 Annually
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Our client, a leading provider of cloud-based software solutions, is seeking a highly skilled and customer-centric Senior Technical Support Specialist to join their fully remote support team. This role is critical in ensuring our clients receive prompt, accurate, and effective technical assistance for our innovative cloud products. You will be the frontline of support, diagnosing and resolving complex technical issues, and providing an exceptional customer experience from your home office.
Key Responsibilities:
The ideal candidate will possess 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 support, helpdesk, or a similar customer-facing IT role is required. Proven expertise in troubleshooting cloud-based applications, operating systems (Windows, Linux), and networking concepts is essential. Experience with SaaS products and CRM/ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is highly preferred. Strong analytical, problem-solving, and diagnostic skills are a must. Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users, are critical. This is a fully remote position that demands excellent time management, self-motivation, and the ability to work independently in a virtual environment. A commitment to providing outstanding customer service is paramount.
Key Responsibilities:
- Provide Tier 2 and Tier 3 technical support to customers via phone, email, chat, and remote desktop sessions.
- Diagnose, troubleshoot, and resolve complex software and hardware issues related to our cloud platform.
- Document customer issues, solutions, and troubleshooting steps in the support ticketing system.
- Escalate unresolved issues to appropriate internal teams (e.g., engineering, product development) with detailed problem descriptions.
- Develop and maintain technical knowledge base articles and FAQs for customer self-service.
- Assist in training junior support staff and sharing best practices.
- Identify recurring technical issues and provide feedback to the product and engineering teams for potential improvements.
- Proactively monitor system performance and identify potential issues before they impact customers.
- Manage customer expectations and ensure timely resolution of support requests according to service level agreements (SLAs).
- Contribute to the continuous improvement of the support process and customer satisfaction.
The ideal candidate will possess 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 support, helpdesk, or a similar customer-facing IT role is required. Proven expertise in troubleshooting cloud-based applications, operating systems (Windows, Linux), and networking concepts is essential. Experience with SaaS products and CRM/ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is highly preferred. Strong analytical, problem-solving, and diagnostic skills are a must. Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users, are critical. This is a fully remote position that demands excellent time management, self-motivation, and the ability to work independently in a virtual environment. A commitment to providing outstanding customer service is paramount.
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4
Senior Technical Support Specialist - Cloud Services
30100 Kitale, Rift Valley
KES75000 Annually
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Our client, a rapidly expanding cloud solutions provider, is seeking a highly skilled and experienced Senior Technical Support Specialist to join their fully remote customer success team. You will be responsible for providing advanced technical assistance and troubleshooting for our diverse range of cloud-based services, ensuring exceptional customer satisfaction and timely resolution of complex issues. This role requires a deep understanding of cloud computing principles, virtualisation technologies, and common operating systems. Your responsibilities will include diagnosing and resolving software and hardware issues reported by clients, managing support tickets through their lifecycle, and escalating unresolved problems to appropriate engineering teams. You will also contribute to building and maintaining a comprehensive knowledge base, creating troubleshooting guides, and proactively identifying areas for service improvement. The ideal candidate will have a proven background in technical support or systems administration, with specific expertise in cloud platforms such as AWS, Azure, or Google Cloud. Strong analytical and problem-solving skills are essential, coupled with the ability to explain technical concepts clearly to users with varying levels of technical expertise. Proficiency in scripting languages (e.g., Python, PowerShell) for automation and diagnostics is a significant advantage. This is a remote-first position, demanding excellent self-management, communication skills, and the ability to work effectively within a virtual team environment. You will engage with customers via phone, email, and chat, providing efficient and empathetic support. If you are a customer-focused technical expert passionate about cloud technology and delivering outstanding support, this remote opportunity offers significant career growth.
Responsibilities:
Responsibilities:
- Provide Tier 2/3 technical support for cloud services, diagnosing and resolving complex customer issues.
- Manage and prioritize incoming support requests via ticketing system, phone, and email.
- Troubleshoot issues related to cloud infrastructure, applications, and user environments.
- Escalate unresolved issues to senior engineers or development teams with detailed documentation.
- Develop and maintain technical documentation, including FAQs, troubleshooting guides, and knowledge base articles.
- Identify trends in support requests and proactively suggest improvements to products and services.
- Assist in onboarding new customers and providing initial technical guidance.
- Collaborate with engineering and product teams to resolve bugs and enhance product functionality.
- Mentor junior support staff and share technical expertise.
- Ensure timely and effective resolution of all customer issues, maintaining high satisfaction levels.
- Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent practical experience accepted.
- Minimum of 4 years of experience in technical support, helpdesk, or systems administration roles.
- Demonstrated experience supporting cloud-based services (AWS, Azure, GCP).
- Strong understanding of networking concepts, operating systems (Windows, Linux), and virtualization.
- Excellent analytical, problem-solving, and troubleshooting skills.
- Proficiency with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly.
- Ability to work independently and manage time effectively in a remote environment.
- Customer-centric attitude and a passion for service excellence.
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5
Remote Technical Support Engineer - Cloud Services
00202 Gathiruini
KES95000 Annually
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Our client is a leading provider of cloud solutions and is looking for a highly skilled Remote Technical Support Engineer to provide expert assistance to their diverse client base. This role is paramount in ensuring the seamless operation and optimal performance of our cloud services for customers. You will be responsible for diagnosing and resolving complex technical issues, providing guidance on best practices, and ensuring high levels of customer satisfaction. As a fully remote position, you will leverage advanced diagnostic tools and communicate effectively through various remote channels. The ideal candidate possesses deep technical knowledge of cloud infrastructure, operating systems, and networking, coupled with exceptional problem-solving abilities and a customer-first mindset.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for cloud-based services and applications.
- Diagnose, troubleshoot, and resolve complex hardware, software, and network issues reported by customers.
- Respond to customer inquiries and technical escalations promptly and efficiently via email, phone, and chat.
- Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
- Create and maintain technical documentation, knowledge base articles, and FAQs for internal and external use.
- Collaborate with engineering and product teams to identify and resolve software bugs and product issues.
- Guide customers on best practices for deploying, configuring, and managing cloud services.
- Monitor system performance and proactively identify potential issues.
- Participate in on-call rotations to provide 24/7 support when necessary.
- Contribute to the improvement of support processes and tools.
- Assist in onboarding new clients and providing initial technical setup guidance.
- Stay current with the latest cloud technologies and industry advancements.
- Ensure adherence to service level agreements (SLAs) for response and resolution times.
- Analyze support trends to identify areas for product improvement and customer education.
- Manage multiple support tickets concurrently while maintaining high-quality service.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
- Minimum of 3-5 years of experience in technical support, system administration, or a similar role, preferably in a cloud environment.
- Strong knowledge of cloud computing concepts (e.g., AWS, Azure, GCP).
- Proficiency in troubleshooting operating systems (Windows, Linux), networking protocols (TCP/IP, DNS, HTTP), and common software applications.
- Experience with scripting languages (e.g., Python, Bash) is a significant advantage.
- Excellent analytical, problem-solving, and diagnostic skills.
- Superb communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently, manage priorities, and perform effectively in a remote work setting.
- Relevant certifications such as CompTIA A+, Network+, Security+, or cloud-specific certifications are highly desirable.
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6
Remote Technical Support Specialist - IT Services
40100 Moiben
KES65000 Annually
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Our client is seeking a dedicated and highly skilled Remote Technical Support Specialist to join their global customer service and helpdesk team. This position is fully remote, allowing you to contribute to exceptional customer support from the comfort of your home. You will be the primary point of contact for customers experiencing technical issues with our client's software products and services, providing timely and effective solutions.
Your responsibilities will include troubleshooting hardware and software problems, guiding users through step-by-step solutions via phone, email, and chat, and diagnosing and resolving technical issues efficiently. You will need to document all support requests, actions taken, and outcomes meticulously in the ticketing system. Escalating unresolved issues to the appropriate internal teams and collaborating with them to ensure customer satisfaction will be a key part of your role. You will also be responsible for contributing to the knowledge base by creating and updating FAQs, troubleshooting guides, and technical articles. Monitoring customer support queues and ensuring all service level agreements (SLAs) are met is critical. Proactively identifying trends in customer issues and providing feedback to the development and product teams to improve user experience will be highly valued. This role requires a passion for helping others and a commitment to delivering outstanding customer service in a remote setting.
The ideal candidate will have a strong background in IT support, with at least 2-3 years of experience in a similar role. Excellent problem-solving abilities and a patient, customer-centric approach are essential. You should possess a deep understanding of operating systems (Windows, macOS, Linux), common software applications, and network troubleshooting. Strong written and verbal communication skills in English are a must. A degree or certification in Information Technology, Computer Science, or a related field is preferred. Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow) is highly desirable. You must be self-motivated, organized, and capable of working independently with minimal supervision. A reliable internet connection and a dedicated workspace are mandatory for this remote position. If you are passionate about technology and eager to provide top-tier support to a diverse customer base, apply today.
Your responsibilities will include troubleshooting hardware and software problems, guiding users through step-by-step solutions via phone, email, and chat, and diagnosing and resolving technical issues efficiently. You will need to document all support requests, actions taken, and outcomes meticulously in the ticketing system. Escalating unresolved issues to the appropriate internal teams and collaborating with them to ensure customer satisfaction will be a key part of your role. You will also be responsible for contributing to the knowledge base by creating and updating FAQs, troubleshooting guides, and technical articles. Monitoring customer support queues and ensuring all service level agreements (SLAs) are met is critical. Proactively identifying trends in customer issues and providing feedback to the development and product teams to improve user experience will be highly valued. This role requires a passion for helping others and a commitment to delivering outstanding customer service in a remote setting.
The ideal candidate will have a strong background in IT support, with at least 2-3 years of experience in a similar role. Excellent problem-solving abilities and a patient, customer-centric approach are essential. You should possess a deep understanding of operating systems (Windows, macOS, Linux), common software applications, and network troubleshooting. Strong written and verbal communication skills in English are a must. A degree or certification in Information Technology, Computer Science, or a related field is preferred. Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow) is highly desirable. You must be self-motivated, organized, and capable of working independently with minimal supervision. A reliable internet connection and a dedicated workspace are mandatory for this remote position. If you are passionate about technology and eager to provide top-tier support to a diverse customer base, apply today.
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7
Remote Field Service Technician - Technical Support
30501 Kitale, Rift Valley
KES90000 Annually
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Job Title: Remote Field Service Technician
About the Role: Our client is looking for a dedicated and skilled Remote Field Service Technician to provide on-site support for their cutting-edge equipment. While the role involves field service, the coordination, dispatch, and initial diagnostics will be handled remotely. This is a fantastic opportunity for an individual who is comfortable working independently in the field and possesses strong technical troubleshooting abilities. You will be responsible for installing, maintaining, and repairing complex machinery at customer locations. Our client values proactive problem-solving and excellent customer interaction. This role requires travel to customer sites within the specified region, but all administrative and planning aspects are managed remotely.
Responsibilities:
Qualifications:
About the Role: Our client is looking for a dedicated and skilled Remote Field Service Technician to provide on-site support for their cutting-edge equipment. While the role involves field service, the coordination, dispatch, and initial diagnostics will be handled remotely. This is a fantastic opportunity for an individual who is comfortable working independently in the field and possesses strong technical troubleshooting abilities. You will be responsible for installing, maintaining, and repairing complex machinery at customer locations. Our client values proactive problem-solving and excellent customer interaction. This role requires travel to customer sites within the specified region, but all administrative and planning aspects are managed remotely.
Responsibilities:
- Perform installations, maintenance, and repairs on specialized equipment at customer sites.
- Conduct on-site diagnostic testing to identify hardware and software issues.
- Execute troubleshooting procedures based on remote guidance and technical documentation.
- Ensure all service activities are accurately documented in the company's CRM system.
- Communicate effectively with customers to explain technical issues and resolutions.
- Adhere to all safety protocols and company guidelines while on-site.
- Manage and maintain inventory of spare parts and tools.
- Provide feedback to the engineering team on product performance and potential improvements.
- Respond promptly to service requests and emergencies.
- Achieve customer satisfaction by resolving technical issues efficiently.
- Collaborate with remote support teams to resolve complex problems.
- Conduct routine inspections and preventative maintenance.
- Ensure tools and equipment are in good working order.
- Stay updated with product knowledge and technical advancements.
- Manage travel logistics and expense reporting.
Qualifications:
- High School Diploma or equivalent; technical certifications preferred.
- Minimum of 3 years of experience in field service, technical support, or a related role.
- Proven ability to diagnose and repair electromechanical systems.
- Familiarity with reading technical manuals, blueprints, and schematics.
- Excellent troubleshooting and problem-solving skills.
- Strong customer service and communication abilities.
- Ability to work independently with minimal supervision and manage time effectively.
- Comfortable traveling to customer locations regularly.
- Proficiency in using diagnostic tools and software.
- Basic understanding of networking concepts is a plus.
- Ability to lift and carry heavy equipment as required.
- Must possess a valid driver's license and a clean driving record.
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8
Remote Field Service Technician (Technical Support)
00100 Abothuguchi West
KES70000 month
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Our client is seeking a skilled and adaptable Remote Field Service Technician to join their innovative technical team. While the role is primarily remote, it involves occasional on-site support for specialized installations and maintenance, often coordinated virtually. You will be responsible for providing remote technical assistance, troubleshooting complex equipment issues, and guiding clients through installation and maintenance procedures via video calls and remote desktop access. This position demands a deep understanding of electro-mechanical systems, diagnostic tools, and network connectivity. Key responsibilities include diagnosing hardware and software failures, repairing equipment, and performing routine maintenance checks, all primarily managed remotely. You will document all service and repair actions, maintain records of service calls, and update customer information in the database. The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and a customer-centric approach. Proficiency in remote diagnostic tools, network protocols, and relevant software applications is essential. You must be capable of working independently, managing your time effectively, and demonstrating a high level of technical aptitude. A willingness to travel occasionally for on-site support when necessary is required, though the core of the work is performed remotely. This role offers the chance to apply your technical expertise in a flexible, remote-friendly environment, contributing to the seamless operation of critical systems for our diverse clientele. Join a team that values innovation and provides opportunities for continuous learning and professional development in a rapidly evolving technological landscape.
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