281 Technical Support Analyst jobs in Kenya
Senior Remote Technical Support Analyst
50100 Kakamega, Western
KES75000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking a seasoned Senior Remote Technical Support Analyst to provide exceptional, first-line technical assistance to their user base in a fully remote capacity. As a vital member of the support team, you will be responsible for diagnosing and resolving a wide range of technical issues across hardware, software, and network environments. Your expertise will be crucial in ensuring user productivity and satisfaction through timely and effective remote support. The ideal candidate possesses strong troubleshooting skills, excellent communication abilities, and a deep understanding of IT infrastructure and common applications.
Key Responsibilities:
This role is 100% remote, allowing you to work from any location. You will be supporting a diverse user community, including those operating within or connected to **Kakamega, Kakamega, KE**. A minimum of 3-5 years of experience in a technical support role, with a strong understanding of operating systems (Windows, macOS), common office applications, and basic networking principles, is essential. Excellent problem-solving abilities, a patient and methodical approach, and strong written and verbal communication skills are required. The ability to work independently and manage multiple priorities effectively in a remote environment is crucial. We are looking for a motivated individual dedicated to providing top-tier technical support remotely.
Key Responsibilities:
- Respond to and resolve technical support requests from users via various remote channels (phone, email, chat, ticketing system).
- Diagnose and troubleshoot hardware, software, and network problems efficiently.
- Guide users through step-by-step solutions for technical issues, ensuring clarity and understanding.
- Escalate complex or unresolved issues to appropriate higher-level support teams with thorough documentation.
- Install, configure, and maintain software and hardware as needed for remote users.
- Develop and update knowledge base articles, user guides, and troubleshooting documentation.
- Identify trends in support requests and provide feedback to improve systems and processes.
- Provide training and guidance to end-users on the use of company software and hardware.
- Manage user accounts, permissions, and access controls.
- Contribute to proactive IT maintenance and security initiatives.
- Ensure timely and accurate logging of all support interactions and resolutions in the ITSM tool.
- Collaborate with other IT team members to ensure seamless support delivery.
- Stay up-to-date with the latest technology trends and best practices in technical support.
- Deliver a consistently high level of customer service, embodying the company’s commitment to user support.
This role is 100% remote, allowing you to work from any location. You will be supporting a diverse user community, including those operating within or connected to **Kakamega, Kakamega, KE**. A minimum of 3-5 years of experience in a technical support role, with a strong understanding of operating systems (Windows, macOS), common office applications, and basic networking principles, is essential. Excellent problem-solving abilities, a patient and methodical approach, and strong written and verbal communication skills are required. The ability to work independently and manage multiple priorities effectively in a remote environment is crucial. We are looking for a motivated individual dedicated to providing top-tier technical support remotely.
This advertiser has chosen not to accept applicants from your region.
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Remote Senior Customer Support Lead - Technical Troubleshooting
60100 Meru , Eastern
KES2900000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is looking for a highly motivated and experienced Senior Customer Support Lead to manage their remote support team. This fully remote position requires a leader passionate about customer satisfaction and adept at guiding a team through complex technical issues. You will be responsible for overseeing the day-to-day operations of the customer support department, ensuring timely and effective resolution of customer inquiries across various channels, including email, chat, and phone. The ideal candidate will have a proven background in customer service management, technical support, and team leadership, with exceptional communication and problem-solving skills. Key responsibilities include training and mentoring support agents, developing support documentation and knowledge base articles, monitoring support metrics (e.g., response times, resolution rates, CSAT), and identifying trends to improve the overall customer experience. You will also play a crucial role in escalating critical issues and collaborating with product and engineering teams to address underlying technical problems. This is a fantastic opportunity to lead a dedicated remote team and make a significant impact on customer loyalty and retention in a flexible work environment. The successful candidate will be empathetic, proactive, and committed to delivering outstanding support. Proficiency in CRM software and ticketing systems is essential, along with a strong understanding of the company's products or services. The ability to motivate and guide a remote team effectively is paramount.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, train, and mentor a team of remote customer support representatives.
- Oversee daily operations of the customer support function, ensuring efficient and effective service delivery.
- Develop and implement best practices for customer support processes and workflows.
- Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction (CSAT).
- Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Handle escalated customer issues, providing timely and effective solutions.
- Collaborate with product development and engineering teams to identify and resolve product-related issues.
- Gather customer feedback and insights to inform product improvements and service enhancements.
- Ensure adherence to service level agreements (SLAs) and company support standards.
- Foster a positive and motivating team environment for remote employees.
Qualifications:
- Bachelor's degree in a relevant field or equivalent practical experience.
- Minimum of 5 years of experience in customer support or technical support roles, with at least 2 years in a leadership or supervisory capacity.
- Proven experience managing remote customer support teams.
- Strong understanding of customer service principles and best practices.
- Excellent technical troubleshooting skills and the ability to explain technical concepts clearly.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
- Exceptional communication, interpersonal, and problem-solving skills.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced, remote environment.
- High level of empathy and customer focus.
- Experience in the (Specify relevant industry, e.g., SaaS, E-commerce) sector is a plus.
This advertiser has chosen not to accept applicants from your region.
1
Technical Support Engineer
40100 Kapsuser
KES70000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is looking for a skilled Technical Support Engineer to join their Customer Service & Helpdesk team. This hybrid role offers a blend of remote work flexibility and in-office collaboration, based in Kericho, Kericho, KE . You will be responsible for providing high-level technical support to clients, resolving complex hardware and software issues, and ensuring customer satisfaction. This involves diagnosing problems, guiding users through step-by-step solutions, and escalating issues when necessary. The ideal candidate will have a strong technical aptitude, excellent problem-solving skills, and outstanding communication abilities. Key responsibilities include:
- Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Responding to queries either in person, via phone, or email.
- Diagnosing and resolving technical hardware and software issues.
- Installing, configuring, and troubleshooting operating systems and applications.
- Guiding users through problem-solving processes.
- Managing and maintaining IT equipment and user accounts.
- Documenting technical knowledge and troubleshooting procedures.
- Escalating unresolved issues to the appropriate internal teams.
- Providing training to users on new software or hardware.
- Contributing to the improvement of IT support services and processes.
This advertiser has chosen not to accept applicants from your region.
2
Technical Support Lead
20100 Kisumu
KES140000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a seasoned Technical Support Lead to guide their customer service and helpdesk operations. This is a fully remote position, enabling you to manage and support a distributed team. The ideal candidate will possess strong technical acumen, excellent problem-solving skills, and a passion for delivering outstanding customer support. You will be responsible for leading a team of support specialists, ensuring timely and effective resolution of customer issues, and developing best practices for technical support. This role requires experience in managing support systems, analyzing support metrics, and implementing improvements to enhance customer satisfaction.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and mentor a team of technical support specialists, providing guidance and training.
- Oversee the daily operations of the customer service and helpdesk functions.
- Ensure timely and efficient resolution of technical issues reported by customers.
- Develop and implement support procedures and best practices.
- Monitor support queues and service level agreements (SLAs) to ensure targets are met.
- Analyze support tickets and customer feedback to identify trends and areas for improvement.
- Manage and maintain the helpdesk software and related tools.
- Collaborate with engineering and product teams to report and resolve product defects.
- Train customers on product usage and troubleshooting techniques (via remote sessions).
- Develop and update knowledge base articles and support documentation.
- Contribute to the continuous improvement of the customer support experience.
- Prepare reports on support performance, customer satisfaction, and key metrics.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in technical support or customer service, with at least 2 years in a leadership or supervisory role.
- Strong knowledge of hardware, software, networking, and troubleshooting methodologies.
- Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management).
- Excellent problem-solving, analytical, and critical thinking skills.
- Exceptional communication, interpersonal, and customer service skills.
- Ability to lead and motivate a remote team effectively.
- Proficiency in remote support tools and technologies.
- Experience in creating and managing knowledge bases.
- Ability to work independently and manage time effectively in a remote environment.
This advertiser has chosen not to accept applicants from your region.
3
Technical Support Specialist
10100 Nyeri Town
KES150000 Annually
WhatJobs
Posted 1 day ago
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Job Description
Our client is actively seeking a dedicated and skilled Technical Support Specialist to join their expanding, fully remote customer service team. This role is crucial in ensuring our users receive timely and effective assistance with our software products and services. You will be the primary point of contact for customers encountering technical issues, providing high-level support through various communication channels, including email, live chat, and phone (VoIP). Your responsibilities will include diagnosing and resolving complex technical problems, guiding users through troubleshooting steps, and documenting support interactions accurately in our ticketing system. You will need to possess a strong understanding of our product's architecture and functionality to effectively identify root causes and implement solutions. Escalating unresolved issues to senior technical teams with detailed information will also be a key part of the role. Developing and maintaining a comprehensive knowledge base of common issues and their resolutions will be a significant contribution. You will also play a role in gathering customer feedback to identify areas for product improvement. The ideal candidate will have a passion for customer satisfaction, excellent problem-solving abilities, and a patient, empathetic demeanor. As this is a remote position, exceptional self-management, communication, and time management skills are essential. You must be able to work independently and collaboratively within a virtual team, demonstrating initiative and a commitment to delivering outstanding support. Familiarity with remote support tools and methodologies is a plus. This position offers a competitive salary, opportunities for professional development, and the flexibility of a remote work environment. If you excel at solving technical challenges and are dedicated to providing an exceptional customer experience, we encourage you to apply for this vital role supporting our users in **Nyeri, Nyeri, KE** and globally.
Key Responsibilities:
Key Responsibilities:
- Provide high-quality technical support to customers via email, chat, and phone.
- Diagnose, troubleshoot, and resolve complex software and hardware issues.
- Guide users through step-by-step solutions to technical problems.
- Document all support interactions and resolutions accurately in the ticketing system.
- Escalate unresolved issues to appropriate internal teams with detailed reports.
- Develop and maintain technical documentation and knowledge base articles.
- Gather customer feedback and identify trends for product improvement.
- Collaborate with team members to share knowledge and best practices.
- Ensure customer satisfaction through efficient and effective problem resolution.
- Stay up-to-date with product updates and technical changes.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 2-3 years of experience in a technical support or helpdesk role.
- Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Excellent troubleshooting and problem-solving skills.
- Exceptional customer service and communication skills (written and verbal).
- Ability to work independently and manage time effectively in a remote environment.
- Patience and empathy when dealing with users facing technical difficulties.
This advertiser has chosen not to accept applicants from your region.
4
Technical Support Specialist
80100 Mombasa, Coast
KES80000 month
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a skilled and customer-focused Technical Support Specialist to join their fully remote support team. In this role, you will be the primary point of contact for users experiencing technical issues with our software and hardware. You will provide timely and effective solutions, troubleshoot complex problems, and ensure a positive customer experience. This remote position requires excellent communication skills, a strong technical aptitude, and the ability to empathize with users facing difficulties. You will play a vital role in maintaining customer satisfaction and the smooth operation of our technology. Responsibilities:
- Respond to customer support requests via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve technical hardware and software issues for end-users.
- Guide users through problem-solving processes and provide clear, concise instructions.
- Install, configure, and troubleshoot software applications and operating systems.
- Escalate complex issues to senior support staff or relevant technical teams when necessary.
- Maintain accurate records of customer interactions, issues, and resolutions in the support ticketing system.
- Create and update technical documentation, FAQs, and knowledge base articles.
- Identify recurring technical issues and provide feedback to product development teams for improvements.
- Assist with user training on new features or troubleshooting techniques.
- Proactively monitor systems for potential issues and report any anomalies.
- Ensure a high level of customer satisfaction through effective problem resolution and communication.
- Stay up-to-date with the latest technology trends and product updates.
- Contribute to a positive and collaborative remote team environment.
- Proven experience as a Technical Support Specialist, Help Desk Technician, or similar role.
- Strong knowledge of computer hardware, operating systems (Windows, macOS), and common software applications.
- Excellent troubleshooting and problem-solving skills.
- Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical users.
- Familiarity with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Management).
- Ability to work independently and manage time effectively in a remote setting.
- Certifications such as CompTIA A+, Network+, or ITIL are a plus.
- Experience supporting SaaS products is highly desirable.
- Adaptability and willingness to learn new technologies quickly.
- A patient and empathetic approach to customer interactions.
This advertiser has chosen not to accept applicants from your region.
5
Technical Support Specialist
00200 Ruiru, Central
KES90000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is looking for a proactive and technically adept Technical Support Specialist to join their growing IT team, offering a hybrid work model. This role involves providing exceptional technical assistance and troubleshooting to internal users and external customers, ensuring seamless operation of IT systems and applications. You will be responsible for diagnosing and resolving hardware, software, and network issues, managing IT support tickets, and escalating complex problems to senior IT staff when necessary. The ideal candidate possesses a strong foundation in IT systems, excellent communication skills, and a customer-centric approach. You will be involved in setting up and maintaining computer hardware, installing and configuring software, and providing guidance on IT best practices. A key aspect of this role includes documenting technical solutions, creating user guides, and contributing to the knowledge base to empower users and streamline support processes. The ability to explain technical concepts clearly to non-technical users is crucial. This position requires strong organizational skills to manage multiple requests efficiently and a commitment to delivering timely and effective solutions. While a portion of your work will be performed remotely, regular in-office presence in **Ruiru, Kiambu, KE** will be required for specific team meetings, hardware handling, and collaborative projects.
Responsibilities:
Responsibilities:
- Provide first-level technical support to end-users via phone, email, and chat.
- Diagnose and resolve hardware, software, and network issues promptly.
- Install, configure, and update operating systems and various software applications.
- Manage user accounts and permissions.
- Troubleshoot and resolve connectivity issues.
- Escalate unresolved issues to appropriate IT personnel.
- Document support requests, solutions, and technical procedures.
- Maintain an inventory of IT equipment and software licenses.
- Assist in the setup and configuration of new workstations and peripherals.
- Contribute to the IT knowledge base with helpful articles and guides.
- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 2 years of experience in a technical support or helpdesk role.
- Proficiency in troubleshooting Windows and macOS operating systems.
- Familiarity with networking concepts (TCP/IP, DNS, DHCP).
- Experience with common productivity software (e.g., Microsoft Office Suite, Google Workspace).
- Excellent customer service and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Ability to manage time effectively and prioritize tasks.
- Familiarity with ITIL best practices is a plus.
- Must be able to work effectively in a hybrid model, balancing remote and in-office work in **Ruiru, Kiambu, KE**.
This advertiser has chosen not to accept applicants from your region.
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6
Technical Support Specialist
50100 Kakamega, Western
KES70000 month
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is a rapidly growing technology firm seeking a dedicated and highly proficient Technical Support Specialist to join their fully remote customer service department. In this critical role, you will be the first point of contact for clients experiencing technical difficulties with our software products and services. Your primary responsibility will be to provide timely, accurate, and empathetic technical assistance via phone, email, and chat. This involves diagnosing and troubleshooting a wide range of hardware and software issues, guiding users through step-by-step solutions, and ensuring a positive customer experience even in challenging situations. You will be expected to meticulously document all customer interactions, technical issues, and resolutions in our CRM system, contributing to a comprehensive knowledge base. Proactive problem-solving and the ability to identify recurring issues and suggest improvements to product functionality or support processes are highly valued. You will collaborate closely with development and product management teams to escalate complex issues, provide feedback on user experience, and contribute to the overall improvement of our offerings. A strong understanding of common operating systems (Windows, macOS, Linux), networking concepts, and common software applications is essential. Experience with cloud-based services and ticketing systems is a must. The ideal candidate possesses exceptional communication skills, both written and verbal, with the ability to explain technical information clearly to non-technical users. Patience, a customer-centric approach, and a genuine desire to help people resolve their issues are paramount. While this role is fully remote, you must demonstrate the ability to work independently, manage your time effectively, and maintain a professional and productive work environment from your home office. A background in IT support, computer science, or a related technical field, with at least 2 years of experience in a customer-facing technical support role, is required. Certifications such as CompTIA A+ or Network+ are a plus. This is an excellent opportunity to be part of a supportive and innovative team, making a real difference in customer satisfaction.
This advertiser has chosen not to accept applicants from your region.
7
Technical Support Specialist
60100 Garissa, North Eastern
KES85000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and knowledgeable Technical Support Specialist to join their growing team. In this role, you will be the primary point of contact for customers experiencing technical issues with our client's software and hardware products. You will diagnose, troubleshoot, and resolve problems efficiently, ensuring high levels of customer satisfaction. This position requires excellent communication skills, a patient demeanor, and a strong understanding of IT systems and common technical challenges.
Responsibilities:
Responsibilities:
- Provide first-level technical support to customers via phone, email, and chat.
- Diagnose and resolve hardware, software, and network-related issues reported by users.
- Guide users through step-by-step solutions to technical problems.
- Escalate complex issues to senior support staff or appropriate technical teams when necessary.
- Document all support interactions, troubleshooting steps, and resolutions in the helpdesk system.
- Maintain a knowledge base of common issues and their solutions.
- Assist with the installation, configuration, and maintenance of computer systems and peripherals.
- Proactively identify trends in customer issues and provide feedback to the development team for product improvement.
- Educate users on product features and best practices to prevent future issues.
- Ensure all customer interactions are handled professionally and empathetically.
- Participate in team meetings and training sessions to stay updated on product knowledge and support procedures.
- High school diploma or equivalent; Associate's or Bachelor's degree in Computer Science, IT, or a related field is preferred.
- Proven experience in a technical support or helpdesk role.
- Strong knowledge of operating systems (Windows, macOS, Linux), common software applications, and network protocols.
- Experience with remote desktop support tools.
- Excellent troubleshooting and problem-solving abilities.
- Exceptional customer service and communication skills, both written and verbal.
- Ability to explain technical concepts to non-technical users.
- Patience and a positive attitude when dealing with frustrated customers.
- Ability to work effectively both independently and as part of a team.
- Familiarity with ITIL best practices is a plus.
This advertiser has chosen not to accept applicants from your region.
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