Explore technical support job opportunities that keep systems running smoothly and users satisfied. These roles involve troubleshooting hardware, software, and network issues, providing solutions, and documenting processes. Technical support specialists are vital in maintaining operational efficiency across various industries. They require strong problem-solving skills, excellent communication abilities, and a customer-focused approach.509 Technical Support jobs in Kenya
Technical Support Specialist
20200 Kapsuser
KES55000 Monthly
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and resourceful Technical Support Specialist to join their customer-centric team. This is a fully remote position, providing essential support to users encountering technical issues with our software and systems. You will be responsible for troubleshooting hardware and software problems, providing clear and concise solutions, and escalating complex issues when necessary. The ideal candidate possesses excellent technical aptitude, strong problem-solving skills, and outstanding customer service abilities. Proficiency in diagnosing and resolving issues related to operating systems, applications, networks, and hardware is crucial. You will be the first point of contact for many users, requiring patience, empathy, and the ability to explain technical concepts in an easily understandable manner. As a remote role, you will manage your workload efficiently, utilize our ticketing system effectively, and maintain accurate records of customer interactions. We are looking for an individual who is proactive, adaptable, and committed to ensuring user satisfaction. Key responsibilities include responding to support requests via phone, email, and chat; guiding users through troubleshooting steps; documenting technical solutions; identifying recurring issues to inform product improvements; and maintaining knowledge base articles. Our client is dedicated to providing a supportive and collaborative remote work environment, offering opportunities for professional development in the IT support field. If you have a passion for technology and helping others, this is an excellent opportunity to contribute to our success.
Key Responsibilities:
Key Responsibilities:
- Provide timely and effective technical support to end-users via multiple channels (phone, email, chat).
- Diagnose and resolve hardware, software, and network issues.
- Guide users through step-by-step solutions for technical problems.
- Document all support requests, troubleshooting steps, and resolutions in the ticketing system.
- Escalate complex issues to senior support staff or relevant IT teams.
- Maintain and update knowledge base articles with solutions and troubleshooting guides.
- Identify trends in support requests and provide feedback for product improvement.
- Ensure a high level of customer satisfaction through excellent service.
- Stay current with product updates and relevant technologies.
- Adhere to company policies and procedures for technical support.
- Proven experience in a technical support or helpdesk role.
- Strong knowledge of operating systems (Windows, macOS), common software applications, and basic networking concepts.
- Excellent troubleshooting and problem-solving skills.
- Exceptional customer service and communication skills.
- Ability to explain technical concepts clearly to non-technical users.
- Proficiency in using helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote environment.
- A strong willingness to learn and adapt to new technologies.
- Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
- Must be legally eligible to work in Kenya.
This advertiser has chosen not to accept applicants from your region.
0
Technical Support Lead
20100 Mwembe
KES450000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is looking for a highly skilled and motivated Technical Support Lead to manage their customer service and helpdesk operations. This hybrid role offers a blend of remote flexibility and in-office collaboration, based in **Naivasha, Nakuru, KE**. You will be responsible for leading a team of support specialists, ensuring the delivery of exceptional technical assistance to our diverse customer base. Key responsibilities include troubleshooting complex technical issues, developing and implementing support strategies, and maintaining comprehensive knowledge bases. You will also be involved in training and mentoring support staff, monitoring team performance, and identifying areas for process improvement. The ideal candidate will have a strong background in IT support, excellent problem-solving abilities, and a passion for customer satisfaction. Experience with ticketing systems, remote diagnostic tools, and various operating systems is essential. You will work closely with other departments to resolve escalated issues and contribute to product development by relaying customer feedback. This role requires strong communication and leadership skills, with the ability to motivate a team and manage priorities effectively in a fast-paced environment. We seek an individual who is proactive, detail-oriented, and committed to providing timely and effective solutions to our valued customers.
This advertiser has chosen not to accept applicants from your region.
1
Technical Support Engineer
80100 Shella
KES85000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Technical Support Engineer to provide exceptional support to their user base. This is a fully remote position that requires a deep understanding of technical troubleshooting, excellent communication skills, and a passion for helping users resolve complex issues. You will be responsible for diagnosing and resolving technical hardware and software issues, guiding users through problem-solving processes, and providing clear, concise explanations of technical solutions. The ideal candidate will have experience supporting a variety of software applications, operating systems, and network environments. You will be expected to manage support tickets, document solutions, and contribute to the knowledge base to empower users and fellow support team members. This role demands strong analytical and problem-solving skills, with the ability to quickly identify root causes of technical problems and implement effective resolutions. Excellent interpersonal skills are crucial for effectively communicating with users of varying technical expertise. As a remote employee, you must be a self-starter, highly organized, and possess the discipline to manage your workload effectively while maintaining high standards of service. You will be an integral part of a collaborative support team, sharing insights and best practices to continuously improve the support experience. Experience with remote support tools, ticketing systems (e.g., Zendesk, Jira Service Desk), and common IT infrastructure components is essential. We are looking for a patient, empathetic, and technically adept individual who is dedicated to ensuring user satisfaction and system stability. Proactive communication and follow-through are key to success in this role. Join us and become a critical resource for users, ensuring their seamless experience with our client's technology. Responsibilities include:
- Providing technical assistance and support for incoming queries and issues.
- Responding to client requests for technical support.
- Diagnosing and resolving technical hardware and software issues.
- Guiding users through problem-solving processes.
- Documenting all technical issues and resolutions.
- Escalating unresolved issues to the appropriate internal teams.
- Installing, modifying, and repairing computer hardware and software.
- Performing user account management.
- Creating and maintaining IT support documentation and knowledge base articles.
- Ensuring timely and effective resolution of technical problems.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 3 years of experience in technical support or helpdesk roles.
- Proficiency in operating systems (Windows, macOS, Linux).
- Experience with network troubleshooting.
- Familiarity with remote support tools and ticketing systems.
- Excellent problem-solving and analytical skills.
- Strong verbal and written communication skills.
- Customer-oriented approach with a patient and helpful demeanor.
This advertiser has chosen not to accept applicants from your region.
2
Technical Support Engineer
60200 Meru , Eastern
KES120000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking a skilled and motivated Technical Support Engineer to join their globally distributed team. This is a fully remote position, allowing you to provide expert technical assistance from the comfort of your home. You will be responsible for diagnosing and resolving complex technical issues for our clients' software products and services. This role requires a strong understanding of software applications, hardware systems, and network protocols, combined with excellent problem-solving and communication skills. You will be a key point of contact for customers needing advanced technical support, ensuring their satisfaction and seamless operation of our client's solutions.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, chat, and remote sessions, addressing complex software and hardware issues.
- Diagnose, troubleshoot, and resolve technical problems efficiently, escalating when necessary to engineering teams with detailed documentation.
- Analyze product performance issues, identify root causes, and implement effective solutions.
- Develop and maintain technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Collaborate with product development and quality assurance teams to identify and report software bugs and usability issues.
- Assist in the testing and implementation of new software releases and updates.
- Provide training and guidance to less experienced support staff.
- Manage customer relationships, ensuring a high level of satisfaction through timely and effective problem resolution.
- Monitor system performance and identify potential issues before they impact users.
- Contribute to the continuous improvement of support processes and customer service standards.
- Stay current with new technologies and product updates relevant to the support role.
- Work independently to manage assigned tickets and projects, meeting defined service level agreements (SLAs).
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
- Minimum of 4 years of experience in technical support or a related IT role, with a strong track record of resolving complex issues.
- In-depth knowledge of operating systems (Windows, macOS, Linux), network protocols (TCP/IP, DNS, DHCP), and common software applications.
- Experience with scripting languages (e.g., Python, Bash) is a plus.
- Proficiency in using remote access tools and helpdesk ticketing systems.
- Excellent analytical and problem-solving skills, with a logical approach to troubleshooting.
- Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical users.
- Ability to work autonomously and manage time effectively in a remote environment.
- Customer-focused attitude with a passion for delivering exceptional service.
- Experience with cloud platforms (AWS, Azure, GCP) is advantageous.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus.
This advertiser has chosen not to accept applicants from your region.
3
Customer Success Manager - Technical Support
30100 Tuwan
KES300000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a dedicated and technically proficient Customer Success Manager to ensure our clients maximize the value of our software solutions. This is a fully remote position, allowing you to provide exceptional support and build strong relationships with customers from your home office. You will be the primary point of contact for a portfolio of clients, guiding them through onboarding, implementation, and ongoing usage of our platform. Your responsibilities include proactively monitoring customer health, addressing technical challenges, providing timely solutions, and identifying opportunities for upsell or cross-sell. You will conduct regular check-ins, deliver training sessions, and gather customer feedback to inform product development. The ideal candidate will possess strong technical aptitude, excellent problem-solving skills, and a deep understanding of customer service best practices. A proven background in technical support, customer success, or account management within a SaaS environment is essential. Exceptional communication, empathy, and organizational skills are paramount. You should be adept at managing multiple client relationships simultaneously and translating complex technical information into understandable terms for diverse audiences. This is an exciting opportunity to play a pivotal role in customer retention and satisfaction, contributing directly to our client's growth and success by fostering long-term, valuable partnerships with their user base. Your commitment to delivering outstanding customer experiences and your ability to thrive in a remote, collaborative setting will be critical to your success.
This advertiser has chosen not to accept applicants from your region.
4
Customer Service Lead - Technical Support
00500 Ongata Rongai, Rift Valley
KES250000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client, a rapidly expanding technology firm, is seeking an experienced and highly motivated Customer Service Lead to spearhead their technical support operations. This on-site role is crucial for ensuring exceptional customer satisfaction and seamless technical assistance for their diverse clientele. You will be responsible for leading a team of customer service representatives, managing daily operations, and upholding the highest standards of service quality. Your primary objective will be to resolve customer issues efficiently, accurately, and with empathy, contributing directly to customer retention and loyalty. Key responsibilities include supervising and mentoring the customer service team, developing and implementing support strategies, managing customer inquiries across various channels (phone, email, chat), troubleshooting technical problems, analyzing customer feedback to identify areas for improvement, and ensuring adherence to service level agreements (SLAs). The ideal candidate will possess a strong background in customer service management, particularly within a technical support environment. Proven leadership skills, excellent problem-solving abilities, and a deep understanding of CRM systems and ticketing platforms are essential. You must be adept at handling challenging customer situations and motivating a team to perform at their best. This role requires excellent communication and interpersonal skills, with a focus on delivering clear and effective solutions. You will be based at our client's office in **Ongata Rongai, Kajiado**, working collaboratively with your team and other departments. We are looking for a dedicated professional who is passionate about customer service and committed to driving operational excellence. You will have the opportunity to shape the customer support experience and contribute significantly to our client's growth and reputation in the market. Join our dedicated team and play a vital role in ensuring our customers receive the best possible support.
This advertiser has chosen not to accept applicants from your region.
5
Remote Technical Support Specialist
20100 Mwembe
KES65000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
We are looking for a skilled and customer-focused Remote Technical Support Specialist to provide exceptional assistance to our client's users. In this fully remote role, you will be the first point of contact for customers experiencing technical difficulties with our client's products and services. Your primary responsibility will be to troubleshoot, diagnose, and resolve a wide range of technical issues via phone, email, and chat. You will need to possess excellent problem-solving abilities, a strong understanding of common software and hardware issues, and a patient, empathetic approach to customer service. This position requires meticulous documentation of all support interactions, ensuring accurate records are maintained in our CRM system. You will also be responsible for escalating complex issues to higher levels of support when necessary, providing clear and concise information to ensure a smooth resolution. Staying up-to-date with product updates and technical advancements is crucial to providing effective support. The ideal candidate will have a proven track record in technical support, with at least 2 years of experience in a similar role. A strong technical aptitude, including familiarity with operating systems (Windows, macOS), network troubleshooting, and common applications, is essential. Excellent written and verbal communication skills are a must, along with the ability to explain technical concepts in a clear and understandable manner to non-technical users. This is a remote position, so self-discipline, time management, and the ability to work independently are paramount. You should be comfortable working in a fast-paced environment and be able to manage multiple support requests simultaneously. A passion for technology and a genuine desire to help customers resolve their issues will set you apart. Our client is dedicated to providing a supportive remote work culture and offers opportunities for professional development. If you thrive on solving technical challenges and providing outstanding customer experiences, this remote role is an excellent opportunity for you.
This advertiser has chosen not to accept applicants from your region.
Be The First To Know
About the latest Technical support Jobs in Kenya !
6
Remote Technical Support Engineer
00200 Ongata Rongai, Rift Valley
KES80000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a highly skilled and motivated Remote Technical Support Engineer to provide exceptional technical assistance to their global customer base. This role is 100% remote, offering flexibility and the opportunity to work from anywhere. You will be the first line of defense for troubleshooting hardware, software, and network issues for our diverse clientele. This involves diagnosing complex technical problems, providing clear and concise solutions, and documenting all support interactions thoroughly. The ideal candidate will possess a deep understanding of IT systems, exceptional problem-solving abilities, and outstanding communication skills, both written and verbal. You will be responsible for managing support tickets, prioritizing urgent issues, and escalating unresolved problems to higher levels of support when necessary. Maintaining up-to-date knowledge of company products and services, as well as industry best practices, is essential. You will also contribute to the development of knowledge base articles, FAQs, and troubleshooting guides to empower users and reduce recurring issues. The ability to explain technical concepts to non-technical users in an understandable manner is crucial. This role demands a proactive approach to identifying trends in customer issues and providing feedback to product development teams for continuous improvement. Excellent time management and the capacity to work autonomously in a virtual environment are key requirements. You will be part of a collaborative remote team, participating in virtual meetings and contributing to a positive team dynamic. This is a fantastic opportunity for a dedicated IT professional who thrives on solving technical challenges and is looking for a rewarding career in a remote-first setting. Your expertise will directly contribute to customer satisfaction and the overall success of our technical support operations.
Responsibilities:
Responsibilities:
- Provide technical support to customers via phone, email, and chat.
- Diagnose and resolve hardware, software, and network issues.
- Escalate complex issues to appropriate teams when necessary.
- Document all support interactions and resolutions accurately in the ticketing system.
- Create and update knowledge base articles and troubleshooting guides.
- Identify trends in technical issues and provide feedback to product teams.
- Maintain a high level of customer satisfaction through efficient and effective support.
- Manage support tickets and prioritize urgent requests.
- Stay current with product updates and industry technologies.
- Collaborate with team members to share knowledge and best practices.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- Proven experience in technical support or a similar IT role.
- Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Excellent troubleshooting and problem-solving skills.
- Superb written and verbal communication skills.
- Ability to explain technical concepts to non-technical users.
- Experience with remote support tools and ticketing systems.
- Self-motivated with the ability to work independently in a remote environment.
- Customer-centric approach with a passion for helping others.
- Relevant IT certifications (e.g., CompTIA A+, Network+, MCSA) are a plus.
This advertiser has chosen not to accept applicants from your region.
7
Senior Technical Support Lead
90120 Gathiruini
KES160000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Technical Support Lead to manage our fully remote customer service and technical support operations. This role is critical for ensuring exceptional customer satisfaction by providing timely and effective technical assistance to our clients. You will lead a team of remote support agents, overseeing their performance, providing training and mentorship, and ensuring adherence to service level agreements (SLAs). Your responsibilities include handling escalated technical issues, diagnosing complex problems, and developing effective solutions across a range of our products and services.
The ideal candidate will possess a strong technical aptitude, a deep understanding of troubleshooting methodologies, and excellent customer service skills. You should be proficient in various support ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools. Experience in developing and documenting support procedures, knowledge base articles, and training materials is essential. This position requires strong leadership qualities, excellent communication and interpersonal skills, and the ability to remain calm and professional under pressure. You will work closely with product development and quality assurance teams to identify recurring issues and contribute to product improvements. A proactive approach to identifying trends in customer inquiries and implementing strategies to enhance the overall support experience is expected.
Qualifications include a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 7 years of experience in technical support, with at least 3 years in a lead or supervisory role, is required. Experience managing a remote support team is a significant advantage. Strong problem-solving skills, excellent written and verbal communication, and a customer-centric mindset are paramount. This is an exciting opportunity for a dedicated technical support professional to lead a high-performing remote team and play a vital role in customer success. The conceptual location for this role is Mlolongo, Machakos, KE , but the position is entirely remote.
The ideal candidate will possess a strong technical aptitude, a deep understanding of troubleshooting methodologies, and excellent customer service skills. You should be proficient in various support ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools. Experience in developing and documenting support procedures, knowledge base articles, and training materials is essential. This position requires strong leadership qualities, excellent communication and interpersonal skills, and the ability to remain calm and professional under pressure. You will work closely with product development and quality assurance teams to identify recurring issues and contribute to product improvements. A proactive approach to identifying trends in customer inquiries and implementing strategies to enhance the overall support experience is expected.
Qualifications include a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 7 years of experience in technical support, with at least 3 years in a lead or supervisory role, is required. Experience managing a remote support team is a significant advantage. Strong problem-solving skills, excellent written and verbal communication, and a customer-centric mindset are paramount. This is an exciting opportunity for a dedicated technical support professional to lead a high-performing remote team and play a vital role in customer success. The conceptual location for this role is Mlolongo, Machakos, KE , but the position is entirely remote.
This advertiser has chosen not to accept applicants from your region.
8
Technical Support Lead - Remote
20300 Tuwan
KES95000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking an experienced and highly organized Technical Support Lead to manage and mentor their remote customer service and helpdesk team. This crucial role involves overseeing the delivery of exceptional technical support, ensuring rapid resolution of customer issues, and continuously improving support processes. The ideal candidate will have a strong technical aptitude, excellent problem-solving skills, and a proven ability to lead and motivate a team in a remote setting. You will be responsible for handling escalated customer inquiries, developing training materials, managing support ticket queues, and collaborating with other departments to address recurring technical challenges. Your leadership will directly impact customer satisfaction and loyalty.
Responsibilities:
Responsibilities:
- Lead, train, and mentor a team of remote technical support specialists, fostering a positive and high-performing work environment.
- Oversee the daily operations of the helpdesk, ensuring efficient ticket management, timely responses, and high-quality issue resolution.
- Handle escalated customer support requests and complex technical issues that require advanced troubleshooting.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for internal and external use.
- Monitor key performance indicators (KPIs) for the support team, such as response times, resolution rates, and customer satisfaction scores, and implement strategies for improvement.
- Collaborate with product development and engineering teams to identify and resolve product bugs and recurring technical issues.
- Document customer feedback and technical issues to identify trends and inform product enhancements.
- Ensure adherence to support policies and procedures, and contribute to their ongoing refinement.
- Manage the support team's schedule and workload to ensure adequate coverage and responsiveness.
- Identify training needs for the support team and develop appropriate training programs.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in technical support or customer service, with at least 1-2 years in a lead or supervisory role.
- Strong understanding of common operating systems, software applications, and hardware troubleshooting.
- Proven experience with helpdesk software and ticketing systems (e.g., Zendesk, Jira Service Management, Salesforce Service Cloud).
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills, with the ability to empathize with customers and explain technical concepts clearly.
- Demonstrated leadership and team management abilities, especially within a remote context.
- Ability to prioritize and manage multiple tasks effectively in a fast-paced environment.
- Experience in creating and maintaining knowledge base documentation.
- A proactive and customer-centric approach to problem-solving.
This advertiser has chosen not to accept applicants from your region.
9