312 Technical Solutions jobs in Kenya
Remote Customer Support Specialist - Technical Solutions
10100 Nyeri Town
KES55000 month
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Our client is seeking dedicated and technically adept Remote Customer Support Specialists to provide exceptional assistance to their users. In this fully remote role, you will be the first point of contact for customers experiencing issues with our client's products or services, focusing primarily on resolving technical challenges. Your responsibilities include answering incoming calls, responding to emails and chat inquiries, and guiding customers through troubleshooting steps to resolve software, hardware, or service-related problems. The ideal candidate will possess excellent communication and active listening skills, patience, and a strong aptitude for understanding and explaining technical concepts. Proficiency in using customer relationship management (CRM) software, helpdesk ticketing systems, and remote support tools is essential. You will need to meticulously document customer interactions, track issues, and escalate complex problems to higher support tiers or relevant departments. Responsibilities also include identifying recurring issues, contributing to knowledge base articles, and providing feedback to improve product usability and customer experience. This role demands a proactive approach to problem-solving, the ability to multitask effectively, and a commitment to delivering outstanding customer satisfaction. You must be able to work independently, manage your time efficiently, and maintain a positive and professional demeanor in all customer interactions. This is a great opportunity to build a career in customer support within a supportive remote environment, making a tangible difference in the user experience.
Key Responsibilities:
Key Responsibilities:
- Provide technical support and troubleshooting to customers via phone, email, and chat.
- Resolve customer issues efficiently and effectively, ensuring high satisfaction rates.
- Document all customer interactions and support tickets accurately in the CRM system.
- Escalate complex technical issues to appropriate teams for resolution.
- Assist in creating and updating knowledge base articles and FAQs.
- Identify trends in customer inquiries and provide feedback for product improvement.
- Maintain a high level of product knowledge and technical expertise.
- Adhere to company policies and customer service standards.
- Proven experience in customer support or technical helpdesk roles.
- Strong understanding of software, hardware, and general technical troubleshooting.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- Customer-centric approach with a passion for helping others.
- High school diploma or equivalent; technical certifications are a plus.
- Must be based in Kenya and legally eligible to work remotely within the country.
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0
Remote Customer Support Specialist - Technical Solutions
20400 Kapsuser
KES75000 Annually
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Our client is seeking a highly motivated and technically adept Remote Customer Support Specialist to join their dynamic team. This is a fully remote position, offering the chance to provide exceptional technical assistance and problem-solving to a diverse customer base. You will be the primary point of contact for customers experiencing technical difficulties with our client's software products and services. Your responsibilities will include responding to customer inquiries via phone, email, and chat, troubleshooting technical issues, guiding users through product features and functionalities, and documenting customer interactions and resolutions in a CRM system. You should possess a strong aptitude for understanding complex technical concepts and explaining them in clear, easy-to-understand language. Excellent communication skills, patience, and a customer-centric approach are paramount. This role requires the ability to manage multiple customer cases simultaneously, prioritize tasks effectively, and escalate issues when necessary. You will work collaboratively with remote engineering and product development teams to identify recurring issues and contribute to product improvements. The ideal candidate has prior experience in a technical support role, a solid understanding of common software applications, operating systems, and network fundamentals. We are looking for an individual who is eager to learn, adaptable, and committed to providing outstanding customer service in a fast-paced, remote work environment. This is an excellent opportunity to grow your career in customer support within a leading technology company, working entirely from your chosen location.
Responsibilities:
Responsibilities:
- Provide technical support to customers via various communication channels.
- Troubleshoot and resolve software and hardware issues remotely.
- Guide customers through product setup, configuration, and usage.
- Document all customer interactions and technical issues in the CRM.
- Escalate complex technical problems to appropriate teams.
- Identify and report trends in customer issues.
- Contribute to the development of helpdesk documentation and FAQs.
- Maintain a high level of customer satisfaction.
- Stay current with product updates and new features.
- Manage individual support queue and ensure timely resolutions.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 2 years of experience in technical customer support or helpdesk roles.
- Proficiency with operating systems (Windows, macOS, Linux) and common software.
- Strong understanding of IT principles, networking, and troubleshooting methodologies.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users.
- Patience, empathy, and a customer-first attitude.
- Experience with CRM software (e.g., Salesforce, Zendesk).
- Ability to work independently and manage time effectively remotely.
- Strong problem-solving and analytical skills.
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Lead Customer Support Specialist - Technical Solutions
50100 Kakamega, Western
KES200000 Annually
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Our client, a rapidly expanding technology solutions provider, is looking for a motivated and experienced Lead Customer Support Specialist to manage its growing customer service operations. This role is ideal for an individual passionate about delivering exceptional customer experiences and possesses strong technical acumen. The position is based in **Kakamega, Kakamega, KE**, offering a fully remote working arrangement, allowing you to contribute from the comfort of your home office. You will be responsible for leading a team of support agents, resolving complex customer issues, and improving overall customer satisfaction. Key duties include:
- Providing first-line technical support and troubleshooting for a range of software and hardware products.
- Escalating unresolved issues to senior technical teams or development departments.
- Managing and resolving customer complaints and inquiries via phone, email, and chat platforms.
- Developing and maintaining a knowledge base of product information and troubleshooting guides.
- Training and mentoring new customer support representatives.
- Monitoring team performance and implementing quality assurance measures.
- Identifying recurring customer issues and providing feedback to product development teams for improvements.
- Ensuring adherence to service level agreements (SLAs) and maintaining high customer satisfaction scores.
- Contributing to the continuous improvement of customer support processes and workflows.
- Proactively identifying opportunities to enhance the customer experience.
- Handling customer feedback and ensuring timely resolution.
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2
Customer Support Team Lead - Technical Solutions
01000 Makongeni
KES110000 month
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Our client, a dynamic technology company, is seeking an experienced and motivational Customer Support Team Lead to oversee their customer service operations in Thika, Kiambu, KE . This hybrid role requires a leader who can effectively manage a team of customer support representatives, ensuring the delivery of exceptional service and timely resolution of customer inquiries, particularly those related to technical solutions. You will be responsible for coaching, training, and performance management of your team, as well as handling escalated customer issues. The ideal candidate will possess strong leadership skills, a deep understanding of customer service best practices, and a solid technical aptitude to grasp the company's product offerings. You should be adept at identifying areas for improvement in customer service processes and implementing solutions to enhance customer satisfaction and loyalty. This role involves a combination of remote work and on-site presence for team coordination and strategic planning. Responsibilities include:
- Lead, train, and mentor a team of customer support representatives to achieve performance targets.
- Monitor team performance, provide regular feedback, and conduct performance reviews.
- Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
- Develop and implement strategies to improve customer satisfaction, retention, and loyalty.
- Analyze customer feedback and support data to identify trends and areas for process improvement.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Collaborate with other departments (e.g., Product, Engineering) to resolve complex customer issues and provide feedback on product improvements.
- Create and update customer support documentation and knowledge base articles.
- Manage scheduling and workforce planning for the support team.
- Foster a positive and supportive team environment that encourages professional growth.
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent experience.
- Minimum of 4 years of experience in customer service, with at least 2 years in a supervisory or team lead role.
- Proven experience in a technical support environment is highly desirable.
- Excellent leadership, coaching, and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Exceptional communication and active listening skills.
- Proficiency in using customer relationship management (CRM) software and helpdesk systems.
- Ability to work effectively in a hybrid work model.
- A customer-centric approach and a passion for delivering outstanding service.
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3
Senior Technical Support Specialist - Cloud Solutions
00100 Abothuguchi West
KES65000 Annually
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Our client, a leading provider of innovative cloud solutions, is looking for a highly skilled and customer-focused Senior Technical Support Specialist to join their team in Nairobi, Nairobi, KE . This role involves providing advanced technical assistance to clients experiencing issues with cloud-based platforms, software, and infrastructure. You will be responsible for diagnosing complex technical problems, troubleshooting system errors, guiding users through solutions, and ensuring a seamless user experience. This position requires a deep understanding of cloud technologies, excellent problem-solving abilities, and outstanding customer service skills. As this role requires direct client interaction and potential on-site troubleshooting, it is an on-site position, not eligible for remote work.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide expert-level technical support and troubleshooting for clients using cloud platforms and related software.
- Diagnose, troubleshoot, and resolve complex hardware, software, and network issues reported by customers.
- Guide customers through step-by-step solutions in a clear, concise, and professional manner.
- Identify, replicate, and document bugs and system errors for escalation to engineering teams.
- Manage and prioritize support tickets, ensuring timely resolution and adherence to service level agreements (SLAs).
- Create and maintain technical documentation, knowledge base articles, and user guides.
- Escalate unresolved issues to appropriate internal teams (e.g., Tier 2/3 support, engineering, product management) and follow up on resolution.
- Assist in the testing and deployment of new software releases and updates.
- Provide training and guidance to less experienced support staff.
- Proactively monitor system performance and identify potential issues before they impact users.
- Gather customer feedback to identify areas for product and service improvement.
- Maintain accurate and detailed records of customer interactions and issue resolution in the ticketing system.
- Participate in on-call rotations as needed to provide 24/7 support coverage.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in technical support or a similar customer-facing IT role.
- Extensive knowledge of cloud computing concepts, platforms (e.g., AWS, Azure, GCP), and services.
- Proficiency in troubleshooting operating systems (Windows, Linux), networking protocols, and common software applications.
- Experience with scripting languages (e.g., Python, Bash) is a plus.
- Excellent analytical and problem-solving skills with a methodical approach to troubleshooting.
- Outstanding customer service and communication skills, with the ability to explain technical concepts to non-technical users.
- Ability to work effectively under pressure and manage multiple priorities simultaneously.
- Strong teamwork and collaboration skills.
- Relevant IT certifications (e.g., CompTIA A+, Network+, Cloud+) are advantageous.
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4
Remote Technical Support Specialist - SaaS Solutions
40100 Kisumu
KES70000 month
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Our client, a leading provider of Software as a Service (SaaS) solutions, is seeking a skilled and customer-focused Technical Support Specialist for a fully remote position. This role is integral to ensuring our clients receive exceptional technical assistance and a seamless user experience with our cutting-edge software products. Your primary responsibilities will include diagnosing and resolving complex technical issues reported by users via multiple channels such as phone, email, and chat. You will provide clear, concise, and timely solutions, manage support tickets efficiently through a CRM system, and contribute to the knowledge base by creating helpful articles and FAQs. You will also play a key role in identifying recurring technical problems and collaborating with the development team to implement product improvements.
The ideal candidate will have a strong technical background, with at least two years of experience in IT support, helpdesk operations, or a similar customer-facing technical role. Hands-on experience with SaaS platforms and a solid understanding of software troubleshooting methodologies are essential. Excellent problem-solving abilities, patience, and exceptional communication skills are paramount, as you will be interacting directly with clients of varying technical expertise. Proficiency in using remote support tools and ticketing systems is required. Familiarity with (mention a relevant software type, e.g., CRM software, project management tools) is a plus. This is an excellent opportunity to join a growing technology company and provide critical support to users of our innovative software solutions, contributing to client satisfaction and success for businesses and individuals in the Kisumu, Kisumu, KE region.
The ideal candidate will have a strong technical background, with at least two years of experience in IT support, helpdesk operations, or a similar customer-facing technical role. Hands-on experience with SaaS platforms and a solid understanding of software troubleshooting methodologies are essential. Excellent problem-solving abilities, patience, and exceptional communication skills are paramount, as you will be interacting directly with clients of varying technical expertise. Proficiency in using remote support tools and ticketing systems is required. Familiarity with (mention a relevant software type, e.g., CRM software, project management tools) is a plus. This is an excellent opportunity to join a growing technology company and provide critical support to users of our innovative software solutions, contributing to client satisfaction and success for businesses and individuals in the Kisumu, Kisumu, KE region.
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5
Technical Support Specialist
30700 Mumbuni
KES70000 Annually
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Our client is looking for a highly motivated and customer-focused Technical Support Specialist to provide remote assistance to their users. This is a full-time, fully remote position, allowing you to support clients from the comfort of your home office. You will be the primary point of contact for users experiencing technical difficulties with our client's software and systems. Your role will involve troubleshooting a wide range of technical issues, guiding users through step-by-step solutions, and ensuring timely resolution of support requests. The ideal candidate will possess strong analytical and problem-solving skills, excellent communication abilities, and a patient, empathetic approach to customer service. You should have a solid understanding of common hardware and software issues, operating systems, and network configurations. Proficiency in using remote support tools and ticketing systems is essential. Responsibilities include accurately diagnosing technical problems, documenting support interactions, escalating complex issues to higher levels of support when necessary, and contributing to the knowledge base with solutions and guides. This role requires the ability to manage multiple support tickets simultaneously, prioritize tasks effectively, and maintain a high level of customer satisfaction in a fast-paced remote environment. A passion for technology and a commitment to delivering exceptional support are key to success in this position.
Key Responsibilities:
Key Responsibilities:
- Provide remote technical support to users via phone, email, and chat.
- Diagnose and resolve hardware, software, and network issues.
- Guide users through troubleshooting steps and solutions.
- Document all support interactions and resolutions in a ticketing system.
- Escalate unresolved issues to appropriate teams.
- Assist in the creation and maintenance of support documentation and FAQs.
- Identify recurring technical problems and suggest preventative measures.
- Ensure customer satisfaction through effective and timely support.
- Maintain a strong understanding of the client's products and services.
- Adhere to support service level agreements (SLAs).
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6
Technical Support Lead
60501 Meru , Eastern
KES120000 Annually
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Our client is seeking a highly skilled and customer-focused Technical Support Lead to manage their remote support operations. This role is critical in ensuring our clients receive timely and effective technical assistance. You will be responsible for leading a team of support specialists, overseeing the resolution of complex technical issues, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong technical background, excellent problem-solving abilities, and proven leadership experience. Key responsibilities include managing the support ticket queue, providing Tier 2 and Tier 3 technical support, developing troubleshooting guides and knowledge base articles, and identifying trends in customer issues to drive product improvements. You will also be responsible for training and mentoring support staff, ensuring adherence to service level agreements (SLAs), and contributing to the continuous improvement of support processes. As this is a fully remote position, exceptional communication skills, self-discipline, and the ability to manage a distributed team are essential. Your expertise will be vital in maintaining smooth operations and delivering an outstanding support experience for our client's users.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and manage a team of remote technical support specialists.
- Oversee the resolution of complex customer technical issues.
- Provide Tier 2 and Tier 3 technical support.
- Develop and maintain technical troubleshooting guides and knowledge base articles.
- Monitor and analyze support ticket data to identify trends and areas for improvement.
- Train and mentor junior support staff.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Collaborate with engineering and product teams to resolve escalated issues.
- Manage customer escalations and ensure timely resolution.
- Contribute to the development of support processes and best practices.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 5 years of experience in technical support or IT helpdesk roles.
- At least 2 years of experience in a leadership or supervisory role.
- Strong technical proficiency in diagnosing and resolving hardware and software issues.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Management).
- Excellent problem-solving, analytical, and communication skills.
- Proven ability to manage and motivate a remote team.
- Customer-centric approach with a commitment to providing exceptional service.
- Ability to work independently and manage time effectively in a remote environment.
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7
Technical Support Specialist
01001 Abothuguchi West
KES55000 Annually
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Our client, a leading provider of cloud-based software solutions, is seeking a skilled and customer-focused Technical Support Specialist for a fully remote position. In this role, you will be the primary point of contact for customers seeking assistance with our software products. You will diagnose and resolve technical issues, provide guidance on product usage, and ensure a high level of customer satisfaction. Your ability to communicate complex technical information clearly and concisely will be essential for success. Key Responsibilities:
- Provide technical support to customers via email, phone, and chat, addressing inquiries and resolving issues promptly.
- Diagnose and troubleshoot software-related problems, including installation, configuration, and usage issues.
- Guide customers through product features, functionalities, and best practices.
- Escalate complex technical issues to higher-level support or engineering teams when necessary.
- Document customer interactions, issues, and resolutions in a ticketing system.
- Create and update knowledge base articles and FAQs to empower customers and support self-service.
- Identify recurring issues and provide feedback to the product development team for potential improvements.
- Maintain a high level of customer satisfaction through effective problem-solving and communication.
- Adhere to established service level agreements (SLAs) for response and resolution times.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Proven experience in technical support or customer service, preferably in a software environment.
- Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
- Excellent troubleshooting and problem-solving skills.
- Exceptional communication, interpersonal, and active listening skills.
- Ability to explain technical concepts to non-technical users.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and manage time effectively in a remote, fast-paced environment.
- A passion for technology and helping customers succeed.
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8
Technical Support Engineer
01001 Makongeni
KES60000 Annually
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Our client is seeking a skilled and customer-focused Technical Support Engineer to join their growing team. This is a fully remote position, providing essential technical assistance and troubleshooting for our clients' software products. The ideal candidate will have a strong technical background, excellent problem-solving abilities, and a passion for delivering outstanding customer service. You will be the first point of contact for clients experiencing technical difficulties, ensuring their issues are resolved efficiently and effectively.
Key responsibilities include:
Key responsibilities include:
- Providing timely and accurate technical support to customers via phone, email, and chat.
- Diagnosing and resolving software and hardware issues.
- Guiding users through step-by-step solutions to complex technical problems.
- Escalating unresolved issues to the appropriate internal teams, such as development or engineering.
- Documenting technical issues, solutions, and customer interactions in a support ticketing system.
- Creating and maintaining technical documentation, FAQs, and knowledge base articles.
- Identifying recurring technical issues and suggesting product improvements to the development team.
- Assisting with the installation, configuration, and deployment of software products.
- Proactively monitoring systems and responding to alerts.
- Gathering customer feedback to improve the overall customer experience.
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Minimum of 2 years of experience in technical support or a similar customer-facing IT role.
- Proficiency in troubleshooting operating systems (Windows, macOS, Linux) and common software applications.
- Familiarity with networking concepts (TCP/IP, DNS, VPN).
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk).
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and analytical abilities.
- Ability to explain technical concepts to non-technical users.
- Customer-focused mindset with a commitment to providing exceptional service.
- Ability to work independently and manage time effectively in a remote environment.
- Knowledge of cloud computing platforms (AWS, Azure) is a plus.
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