2,434 Technical Support Engineer jobs in Kenya
Remote Customer Success Advocate - Technical Support
Posted 15 days ago
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Job Description
Our client is seeking a dedicated and empathetic Customer Success Advocate to provide exceptional remote technical support. This position is integral to ensuring our users have a seamless experience with our products and services. As a remote-first team member, you will be the primary point of contact for customers experiencing technical challenges, offering timely and effective solutions through various communication channels including chat, email, and phone. You will delve into complex issues, troubleshoot software and hardware problems, and guide users through resolutions, ensuring a high level of customer satisfaction. The role requires a proactive approach to identifying recurring issues and contributing to the knowledge base with comprehensive solutions.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries and technical issues via remote channels promptly and professionally.
- Diagnose and resolve software and hardware problems, guiding users through step-by-step solutions.
- Escalate complex issues to senior support teams or relevant departments when necessary.
- Document all customer interactions and resolutions in the CRM system accurately.
- Contribute to the creation and maintenance of a comprehensive knowledge base and FAQs.
- Provide feedback to product development teams on recurring issues and potential improvements.
- Proactively engage with customers to ensure their needs are met and to enhance their overall experience.
- Stay updated on product features, updates, and industry best practices.
- Identify opportunities to upsell or cross-sell services based on customer needs and interactions.
Qualifications:
- Proven experience in a customer service or technical support role.
- Strong understanding of common software and hardware troubleshooting techniques.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Proficiency with CRM software and remote support tools.
- Ability to multitask and manage time effectively in a fast-paced remote environment.
- A patient and customer-centric attitude.
- Experience in the (specific industry relevant to the fictional client) sector is a plus.
- High school diploma or equivalent; technical certifications are advantageous.
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Remote Lead Field Service Technician - Technical Support
Posted 12 days ago
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Job Description
Our client is seeking a highly skilled and experienced Lead Field Service Technician to join their remote technical support team. This critical role involves providing expert-level remote troubleshooting, guidance, and technical support to field technicians and end-users on complex machinery and equipment. You will be instrumental in diagnosing issues, developing solutions, and ensuring the optimal performance and uptime of client systems. The ideal candidate will possess deep technical expertise, excellent problem-solving skills, and the ability to communicate intricate technical information clearly and effectively in a virtual setting.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide advanced remote technical support and troubleshooting for complex mechanical, electrical, and software systems.
- Diagnose equipment malfunctions and failures using diagnostic tools and remote access software.
- Develop clear, step-by-step repair and maintenance procedures for field technicians.
- Guide and mentor field service technicians remotely, enhancing their technical capabilities.
- Analyze recurring technical issues and propose preventative maintenance strategies.
- Create and update technical documentation, including user manuals, service guides, and troubleshooting databases.
- Collaborate with engineering and product development teams to provide feedback on product performance and identify areas for improvement.
- Manage escalations and resolve complex technical problems efficiently.
- Ensure adherence to safety protocols and best practices during all service interventions.
- Track service requests, resolutions, and customer feedback using the CRM system.
- Develop training materials and deliver remote training sessions to field staff and clients.
- Maintain a high level of technical expertise on the company's product line.
- Contribute to the development of remote support strategies and tools.
- Communicate effectively with internal departments and external clients regarding technical matters.
- Oversee the quality of remote technical assistance provided by the team.
Qualifications:
- Minimum of 7 years of experience in field service, technical support, or a related role, with a focus on complex equipment.
- In-depth knowledge of mechanical, electrical, and software systems relevant to the industry.
- Proven ability to troubleshoot and diagnose complex technical issues remotely.
- Excellent communication, presentation, and interpersonal skills, with the ability to explain technical concepts to diverse audiences.
- Proficiency in using remote diagnostic tools, CRM software, and technical documentation platforms.
- Strong analytical and problem-solving skills.
- Ability to work independently and manage multiple priorities in a demanding remote environment.
- Relevant technical certifications or an Associate's/Bachelor's degree in a technical field (e.g., Engineering, Electronics).
- Experience in leading or mentoring technical teams is essential.
- Familiarity with project management principles.
- Adaptability and a strong desire to learn new technologies.
- Previous experience in a remote technical support role is highly desirable.
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Remote HVAC Technician - Technical Support Specialist
Posted 6 days ago
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Job Description
Our client, a leading provider of industrial equipment and maintenance services, is looking for a highly skilled and experienced Remote HVAC Technician to join their technical support division. This position is entirely remote, allowing you to utilize your extensive knowledge of heating, ventilation, and air conditioning systems to provide expert assistance to clients and field technicians nationwide. You will be responsible for diagnosing complex HVAC issues remotely, guiding on-site personnel through troubleshooting procedures, and recommending appropriate repair or replacement strategies. Your role will involve analyzing diagnostic data, interpreting technical manuals, and communicating technical information clearly and concisely through various remote channels, including phone, video conferencing, and specialized support software. The ideal candidate will possess a strong background in HVAC system design, installation, and repair, with at least 5 years of hands-on experience. Relevant certifications (e.g., EPA Section 608) are highly desirable. Exceptional problem-solving abilities, a keen diagnostic eye, and the capacity to explain intricate technical concepts to individuals with varying levels of expertise are crucial. You must be comfortable working independently, managing your workload efficiently, and providing timely support to ensure minimal disruption for clients. A proactive approach to identifying recurring issues and contributing to the development of knowledge base articles and best practice guides will be highly valued. This remote role requires excellent communication and interpersonal skills, along with a deep understanding of HVAC equipment from various manufacturers. Join a company that values technical expertise and offers a flexible, remote work environment. This is a unique opportunity to apply your HVAC skills in a challenging and rewarding support capacity, impacting client satisfaction and operational efficiency. The role is associated with the operational hub of Kakamega, Kakamega, KE .
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Remote Lead HVAC Systems Technician - Technical Support
Posted 21 days ago
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Job Description
Our client is seeking a highly skilled and experienced Lead HVAC Systems Technician to join their global support team in a fully remote capacity. In this critical role, you will be the primary technical point of contact for complex HVAC system issues reported from various client sites. You will be responsible for remotely diagnosing, troubleshooting, and providing expert guidance to on-site technicians, ensuring optimal performance and longevity of HVAC installations. Your duties will include analyzing system performance data, reviewing diagnostic reports, interpreting technical schematics, and developing detailed repair strategies. You will leverage your extensive knowledge of various HVAC equipment, refrigeration cycles, control systems, and building management systems (BMS) to provide accurate and timely solutions. This role requires exceptional problem-solving skills, the ability to work autonomously, and excellent communication abilities to articulate technical solutions to both technical and non-technical personnel. You will also contribute to the development of training materials and best practice guides for field technicians, aimed at enhancing their diagnostic capabilities. The successful candidate will be adept at using remote diagnostic tools, interpreting sensor data, and recommending preventative maintenance schedules based on performance trends. A key focus will be on ensuring compliance with all relevant safety standards and environmental regulations. This is an opportunity to shape the maintenance strategies for critical infrastructure from a distance, directly impacting operational efficiency and client satisfaction. While the role is fully remote, the context involves supporting installations primarily in the **Malindi, Kilifi, KE** region. A minimum of 5 years of hands-on experience in HVAC system installation, maintenance, and repair is mandatory, along with a strong understanding of electrical and mechanical principles related to HVAC. Relevant certifications (e.g., EPA Universal, NATE) are highly advantageous. You will be expected to manage multiple complex cases simultaneously and maintain detailed records of all support activities. This position requires a proactive and analytical mindset, with a passion for resolving challenging technical problems in the building services sector.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Service & Technical Support Lead
Posted 12 days ago
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Job Description
Our client is seeking an experienced and empathetic Senior Customer Service & Technical Support Lead to guide their remote support team. This fully remote role is crucial for ensuring exceptional customer experiences and efficient resolution of technical issues. You will be responsible for leading, training, and mentoring a team of customer service representatives and technical support agents, ensuring they meet and exceed service level agreements (SLAs) and customer satisfaction targets. This includes developing and implementing best practices for customer interaction, troubleshooting procedures, and escalation protocols.
Key responsibilities include handling complex customer inquiries and technical problems that require escalation, analyzing customer feedback and support data to identify trends and areas for improvement, and collaborating with product development and engineering teams to resolve recurring issues and enhance product usability. You will also be involved in creating and maintaining knowledge base articles, FAQs, and training materials for both the support team and customers.
The ideal candidate will have a strong background in customer service, technical support, and team leadership, preferably within a remote work environment. Excellent communication, problem-solving, and conflict-resolution skills are essential. You must be proficient in using customer relationship management (CRM) software and various ticketing systems. A patient and customer-centric approach is paramount. As a remote lead, you must demonstrate strong organizational skills, the ability to manage your team's performance effectively from a distance, and excellent time management to ensure all operational aspects are covered. You will be a key point of contact for critical customer issues and will play a vital role in shaping the overall customer support strategy. This is an excellent opportunity to contribute to customer loyalty and brand reputation.
Key responsibilities include handling complex customer inquiries and technical problems that require escalation, analyzing customer feedback and support data to identify trends and areas for improvement, and collaborating with product development and engineering teams to resolve recurring issues and enhance product usability. You will also be involved in creating and maintaining knowledge base articles, FAQs, and training materials for both the support team and customers.
The ideal candidate will have a strong background in customer service, technical support, and team leadership, preferably within a remote work environment. Excellent communication, problem-solving, and conflict-resolution skills are essential. You must be proficient in using customer relationship management (CRM) software and various ticketing systems. A patient and customer-centric approach is paramount. As a remote lead, you must demonstrate strong organizational skills, the ability to manage your team's performance effectively from a distance, and excellent time management to ensure all operational aspects are covered. You will be a key point of contact for critical customer issues and will play a vital role in shaping the overall customer support strategy. This is an excellent opportunity to contribute to customer loyalty and brand reputation.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Service and Technical Support Lead
Posted 23 days ago
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Job Description
Our client is looking for a highly motivated and experienced Senior Customer Service and Technical Support Lead to join their fully remote team. This leadership role is crucial for ensuring exceptional customer experiences and efficient resolution of technical inquiries and issues. You will be responsible for managing a team of customer service representatives and technical support specialists, setting performance standards, and implementing best practices to enhance customer satisfaction and loyalty. Your expertise will involve developing training programs, refining support processes, and acting as a point of escalation for complex customer problems.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a remote team of customer service and technical support professionals.
- Develop and implement strategies to improve customer satisfaction, response times, and issue resolution rates.
- Establish and monitor key performance indicators (KPIs) for the support team.
- Train and onboard new team members, ensuring they are equipped with the necessary product knowledge and support skills.
- Handle escalated customer issues, providing expert guidance and timely resolution.
- Analyze customer feedback and support trends to identify areas for service improvement.
- Collaborate with other departments, such as product development and sales, to address customer needs and feedback.
- Develop and maintain comprehensive support documentation, knowledge bases, and FAQs.
- Ensure adherence to company policies and procedures in all customer interactions.
- Champion a customer-centric culture within the support team and the wider organization.
- Stay up-to-date with product updates, industry trends, and best practices in customer service and technical support.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Service & Technical Support Specialist
Posted 13 days ago
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Job Description
Our client, a leader in innovative software solutions, is seeking a dedicated and experienced Senior Customer Service & Technical Support Specialist to join their fully remote support team. This role is crucial in ensuring our users receive timely, accurate, and empathetic assistance, resolving technical issues and enhancing their overall experience with our products. The ideal candidate will possess a strong understanding of customer service best practices combined with advanced technical troubleshooting skills. You will be responsible for handling complex customer inquiries via phone, email, and chat, diagnosing software-related problems, and guiding users through solutions. This position requires the ability to effectively communicate technical information to users with varying levels of technical expertise. You will also be involved in identifying recurring issues, providing feedback to the product development team, and contributing to the creation of knowledge base articles and support documentation. The ability to manage your workload efficiently, prioritize tasks, and maintain a high level of customer satisfaction in a remote environment is paramount. We are looking for a proactive problem-solver with a passion for helping others and a commitment to delivering exceptional service. This role demands excellent interpersonal skills, patience, and a meticulous approach to problem resolution. You will be part of a collaborative remote team, working towards shared customer success goals. We encourage individuals who are self-motivated, adaptable, and eager to learn about our evolving product suite. This remote-first position supports our global client base and may involve interactions with users or support efforts related to Embu, Embu, KE . Your expertise will be vital in maintaining strong customer relationships and ensuring product adoption.
Key Responsibilities:
Key Responsibilities:
- Provide expert-level technical support and customer service to users via multiple channels (phone, email, chat).
- Diagnose and resolve complex software and hardware issues efficiently.
- Guide users through troubleshooting steps and product functionalities.
- Identify, document, and escalate recurring technical problems and bugs.
- Contribute to the development and maintenance of knowledge base articles and FAQs.
- Gather customer feedback and provide insights to product and development teams.
- Maintain a high level of customer satisfaction and retention.
- Manage and prioritize a queue of support tickets effectively.
- Collaborate with team members to share knowledge and best practices.
- Stay updated on product features, updates, and industry trends.
- Proven experience in a customer service and technical support role, with a focus on software.
- Strong understanding of software troubleshooting methodologies.
- Excellent communication, active listening, and interpersonal skills.
- Ability to explain technical concepts clearly to non-technical users.
- Proficiency in using support ticketing systems and remote access tools.
- Strong problem-solving and analytical abilities.
- Ability to work independently, manage time effectively, and maintain productivity remotely.
- Experience in a customer-facing role with a focus on user satisfaction.
- High school diploma or equivalent; technical certifications or further education in a related field are a plus.
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Customer Service and Technical Support Lead
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking an experienced and customer-focused Customer Service and Technical Support Lead to manage their support operations. This role involves a hybrid work arrangement, combining remote flexibility with some in-office collaboration. You will be responsible for leading a team of customer service representatives and technical support agents, ensuring high levels of customer satisfaction and efficient issue resolution. Your ability to provide exceptional support will be key to retaining our valued customers. This role requires a presence in **Mlolongo, Machakos, KE**, for scheduled in-office days, while offering the flexibility of remote work for other days. You will oversee daily support operations, including managing ticket queues, ensuring timely responses, and adhering to service level agreements (SLAs). Train, coach, and mentor support staff to enhance their skills and performance. Develop and implement customer service policies and procedures to improve the overall customer experience. Act as a point of escalation for complex customer issues, providing expert solutions. Monitor customer feedback and identify trends to drive service improvements. Collaborate with product and engineering teams to relay customer feedback and advocate for product enhancements. Prepare performance reports and analyze key customer service metrics. Ensure the team is equipped with the necessary knowledge and tools to provide effective support. Foster a positive and supportive team culture. The ideal candidate will have a Bachelor's degree in a relevant field or equivalent practical experience. A minimum of 4 years of experience in customer service or technical support, with at least 1-2 years in a leadership or supervisory role. Proven experience managing and motivating a support team. Strong understanding of customer relationship management (CRM) systems and ticketing platforms. Excellent problem-solving, communication, and interpersonal skills. Ability to handle challenging customer interactions with professionalism and empathy. Experience in (Specific Industry/Product relevant to the company) is a plus. This hybrid role demands excellent organizational skills and the ability to balance remote work with essential in-office collaboration to ensure seamless support operations.
Key Responsibilities:
Key Responsibilities:
- Leading and managing a customer support team.
- Resolving escalated customer issues.
- Training and coaching support staff.
- Developing customer service best practices.
- Monitoring and reporting on support performance.
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Remote Senior Customer Service & Technical Support Lead
Posted 6 days ago
Job Viewed
Job Description
A globally recognized technology provider is looking for an experienced and empathetic Remote Senior Customer Service & Technical Support Lead to manage and enhance their customer support operations. This is a fully remote role, allowing you to lead and inspire a distributed team from your home office. You will be responsible for overseeing daily customer service operations, developing and implementing support strategies, and ensuring the highest levels of customer satisfaction. Key duties include training and mentoring a team of support agents, managing escalations, and identifying trends to improve service delivery. The ideal candidate will possess a Bachelor's degree in Business Administration, Communications, or a related field, with significant experience in customer service management and technical support, preferably in a remote setting. Proven leadership skills, exceptional problem-solving abilities, and strong interpersonal communication are crucial. You must be proficient in utilizing CRM systems, helpdesk software, and virtual collaboration tools. Experience in developing support documentation, knowledge bases, and customer training materials is highly valued. We are seeking a proactive, customer-centric individual who can drive efficiency, foster a positive team environment, and ensure timely and effective resolution of customer inquiries and technical issues. Your ability to analyze support metrics, implement process improvements, and maintain service level agreements will be critical. This is an outstanding opportunity to leverage your leadership and customer support expertise within a flexible, remote work environment, making a significant impact on customer loyalty and operational excellence.
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Senior Customer Service & Technical Support Lead (Remote)
Posted 20 days ago
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Job Description
Our client, a fast-growing tech company, is looking for a motivated and experienced Senior Customer Service & Technical Support Lead to manage their fully remote support operations. This position is crucial for ensuring exceptional customer satisfaction and efficient resolution of technical inquiries. You will lead a team of remote support agents, develop support strategies, and continuously improve customer service processes. The ideal candidate possesses a strong background in customer service management, technical support, and team leadership, with a proven ability to handle complex issues and drive team performance. You will be responsible for training, coaching, and motivating the support team, as well as analyzing customer feedback to identify areas for improvement. This role demands excellent communication, problem-solving, and organizational skills to excel in a remote environment. Responsibilities include:
- Leading, mentoring, and managing a remote team of customer service and technical support representatives.
- Developing and implementing best practices for customer service and technical support.
- Monitoring support queue performance and ensuring timely and accurate issue resolution.
- Handling escalated customer issues and providing expert-level troubleshooting.
- Training new team members and conducting ongoing performance coaching.
- Analyzing customer feedback, support metrics, and KPIs to identify trends and areas for improvement.
- Contributing to the development of knowledge base articles and support documentation.
- Collaborating with product and engineering teams to resolve complex technical issues.
- Ensuring a high level of customer satisfaction and loyalty.
- Reporting on team performance and support operations to senior management.
- Bachelor's degree in Business Administration, Information Technology, or a related field.
- 5+ years of experience in customer service and technical support, with at least 2 years in a leadership role.
- Proven experience managing remote customer support teams.
- Strong understanding of customer service principles and best practices.
- Excellent technical troubleshooting skills and ability to understand complex products/services.
- Proficiency in customer support software (e.g., Zendesk, Salesforce Service Cloud) and CRM systems.
- Exceptional communication, interpersonal, and problem-solving skills.
- Ability to motivate and lead a team effectively in a remote setting.
- Strong organizational skills and attention to detail.
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