618 Technical Support Manager jobs in Kenya
Customer Support Specialist - Technical Assistance
01000 Makongeni
KES45000 month
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Our client is looking for a dedicated and empathetic Customer Support Specialist to join their growing technical assistance team. This role is primarily based in **Thika, Kiambu, KE**, with a flexible hybrid work arrangement, allowing for a balance between in-office collaboration and remote work. You will be the first point of contact for customers, providing timely and effective solutions to their technical queries and issues. This involves troubleshooting software problems, guiding users through product features, and escalating complex issues to higher technical support tiers.
Responsibilities include:
Responsibilities include:
- Responding to customer inquiries via phone, email, and chat in a professional and courteous manner.
- Diagnosing and resolving technical issues related to our client's products and services.
- Documenting customer interactions, issues, and resolutions accurately in the CRM system.
- Providing clear and concise instructions to customers, ensuring their understanding and satisfaction.
- Identifying recurring issues and providing feedback to the product development team for improvements.
- Maintaining a high level of customer satisfaction through excellent service delivery.
- Adhering to established service level agreements (SLAs) for response and resolution times.
- Participating in training sessions to stay updated on product knowledge and support procedures.
- Contributing to the knowledge base by creating and updating support articles and FAQs.
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0
Customer Support Specialist - Technical Assistance
10100 Nyeri Town
KES65000 Annually
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Our client is looking for a dedicated and empathetic Customer Support Specialist to provide high-quality technical assistance. This is an on-site role requiring your presence at our facilities. As a Customer Support Specialist, you will be the primary point of contact for customers seeking help with our products and services. Your responsibilities will include responding to customer inquiries via phone, email, and chat, troubleshooting technical issues, guiding customers through product features, and resolving complaints effectively and efficiently. You will maintain accurate records of customer interactions and transactions, document reported issues, and escalate complex problems to higher-level support teams when necessary. The ideal candidate will possess excellent communication and interpersonal skills, with a patient and friendly demeanor. Previous experience in customer service or technical support, ideally within the technology sector, is highly desirable. A strong understanding of common software applications and troubleshooting methodologies is beneficial. You should be adept at listening to customer concerns, identifying root causes of problems, and providing clear, concise solutions. The ability to multitask and manage time effectively in a fast-paced environment is crucial. You must be comfortable working in a team setting and contributing to a positive customer experience culture. Our client values a commitment to customer satisfaction and provides ongoing training to ensure our support team is equipped with the latest product knowledge and service techniques. Responsibilities:
- Respond to customer inquiries and resolve technical issues promptly and professionally.
- Provide technical assistance and guidance on product usage.
- Troubleshoot hardware and software problems effectively.
- Document customer interactions, issues, and resolutions in the CRM system.
- Escalate unresolved issues to appropriate internal teams.
- Identify trends in customer issues and provide feedback to product development.
- Maintain a high level of customer satisfaction.
- Follow communication scripts and guidelines when applicable.
- Assist in creating and updating knowledge base articles.
- Collaborate with team members to share best practices.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Previous experience in customer service or technical support.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Patience, empathy, and a customer-centric attitude.
- Ability to work effectively in a team environment.
- Proficiency with computers and common software applications.
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1
Customer Support Lead - Technical Assistance
20200 Kapsuser
KES120000 Annually
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Our client, a rapidly growing technology company, is looking for an experienced Customer Support Lead to head their technical assistance team in **Kericho, Kericho, KE**. This hybrid role requires a leader who can manage a team of customer support representatives, ensure exceptional customer service, and contribute to improving support processes. You will be responsible for training and mentoring the support staff, handling escalated customer issues, monitoring team performance metrics, and collaborating with product and engineering teams to resolve technical challenges. The ideal candidate will possess strong communication skills, a deep understanding of customer service best practices, and a passion for technology.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, train, and mentor a team of customer support representatives.
- Oversee daily support operations, ensuring timely and effective resolution of customer inquiries.
- Handle escalated customer issues and complaints, providing expert solutions.
- Develop and implement customer support policies and procedures.
- Monitor and analyze key performance indicators (KPIs) for the support team (e.g., response time, resolution rate, customer satisfaction).
- Collaborate with product management and engineering teams to identify and resolve recurring technical issues.
- Create and maintain comprehensive knowledge base articles and FAQs for customers and support staff.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Identify training needs and develop programs to enhance team skills.
- Manage support tools and systems, ensuring their optimal utilization.
- Contribute to improving the overall customer experience.
- Represent the voice of the customer to internal stakeholders.
Qualifications:
- Bachelor's degree in a relevant field or equivalent practical experience.
- Minimum of 4 years of experience in customer support, with at least 1-2 years in a lead or supervisory role.
- Proven ability to lead and motivate a team.
- Excellent problem-solving, analytical, and communication skills.
- Strong understanding of customer service principles and technical support best practices.
- Experience with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work effectively in a hybrid work environment.
- Proficiency in troubleshooting technical issues.
- Customer-centric mindset with a passion for delivering exceptional service.
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2
Customer Support Team Lead - Technical Assistance
40100 Moiben
KES90000 Annually
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Our client is looking for a dynamic and empathetic Customer Support Team Lead to manage a high-performing remote support team. In this critical role, you will be responsible for guiding, coaching, and motivating a team of customer service representatives to deliver exceptional technical assistance and support to our valued customers. You will oversee daily operations, ensure adherence to service level agreements (SLAs), and continuously strive to improve customer satisfaction scores. This position requires a leader who can foster a positive and collaborative remote work environment, empowering team members to excel. Key responsibilities include training new hires, conducting performance reviews, identifying training needs, and implementing strategies to enhance team skills and knowledge. You will also be responsible for analyzing customer feedback and support trends to identify areas for improvement in our products and services. Troubleshooting complex customer issues, escalating unresolved problems, and ensuring timely resolution will be part of your daily routine. Excellent communication skills, both written and verbal, are essential, as is the ability to remain calm and professional under pressure. A strong understanding of customer relationship management (CRM) software and helpdesk ticketing systems is required. This is a fully remote opportunity, offering the flexibility to work from anywhere, supporting our mission to provide outstanding customer experiences.
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3
Remote Customer Support Specialist - Technical Assistance
20100 Mwembe
KES70000 Annually
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Our client is seeking a dedicated and customer-focused Customer Support Specialist to join their fully remote support team. In this role, you will be the primary point of contact for customers seeking technical assistance and information regarding our client's innovative products and services. Your goal is to provide exceptional support, resolve issues efficiently, and ensure a positive customer experience. This position offers the convenience of remote work, allowing you to contribute from anywhere. You will handle customer inquiries via multiple channels, including phone, email, and live chat, diagnosing technical problems, and providing clear, step-by-step solutions. The ideal candidate will possess strong communication skills, excellent problem-solving abilities, and a patient, empathetic demeanor. A solid understanding of technology and software applications is crucial, along with the ability to explain technical concepts in simple terms. Responsibilities include troubleshooting common technical issues, guiding users through product features, escalating complex problems to higher support tiers, and documenting customer interactions and solutions. You will play a vital role in customer retention and satisfaction, acting as a brand ambassador. We are looking for individuals who are proactive, detail-oriented, and thrive in a dynamic, remote work environment. Your ability to manage time effectively and adapt to new technologies will be highly valued. Contributing to the knowledge base by creating helpful articles and FAQs will also be part of your responsibilities.
Key Responsibilities:
Key Responsibilities:
- Provide timely and effective technical support to customers via phone, email, and chat.
- Diagnose and resolve hardware, software, and network issues.
- Guide customers through product setup, usage, and troubleshooting procedures.
- Escalate complex technical issues to appropriate teams when necessary.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Contribute to the creation and maintenance of support documentation, FAQs, and knowledge base articles.
- Identify trends in customer issues and provide feedback to product development teams.
- Maintain a high level of customer satisfaction through professional and courteous service.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Continuously learn about new products, features, and support best practices.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- 1-3 years of experience in customer support or technical support roles.
- Proven ability to troubleshoot technical issues effectively.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Familiarity with CRM software and helpdesk ticketing systems.
- Ability to explain technical concepts clearly and concisely to non-technical users.
- Patience, empathy, and a customer-centric attitude.
- Self-motivated and able to work independently in a remote environment.
- Proficiency in common operating systems and software applications.
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4
Remote Customer Support Specialist - Technical Assistance
20200 Kapsuser
KES50000 Annually
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Job Description
Our client is seeking a dedicated and empathetic Remote Customer Support Specialist to provide exceptional technical assistance to their valued customers. As a fully remote team member, you will be the first point of contact for customers experiencing technical issues, requiring you to diagnose problems, offer solutions, and ensure a high level of customer satisfaction. You will handle inquiries via phone, email, and live chat, maintaining a professional and helpful demeanor at all times. This role demands excellent problem-solving skills, patience, and the ability to communicate complex technical information clearly and concisely.
Key Responsibilities:
Qualifications:
This is a fantastic opportunity for individuals passionate about technology and helping others, working remotely from Kericho, Kericho, KE . If you thrive in a dynamic, customer-focused environment and possess the skills to resolve technical challenges, we want to hear from you.
Key Responsibilities:
- Respond to customer inquiries and issues via phone, email, and chat promptly and efficiently.
- Diagnose and troubleshoot technical problems reported by customers.
- Provide clear, accurate, and user-friendly solutions to customer issues.
- Escalate complex technical issues to appropriate internal teams when necessary.
- Document all customer interactions and resolutions in the CRM system.
- Maintain a high level of customer satisfaction through effective communication and problem-solving.
- Educate customers on product features and functionalities.
- Contribute to the development of knowledge base articles and FAQs.
- Identify recurring customer issues and provide feedback to the product development team.
- Adhere to company policies and procedures for customer support.
- Participate in ongoing training to stay updated on product knowledge and support techniques.
Qualifications:
- Proven experience in a customer service or technical support role.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Familiarity with common operating systems and software applications.
- Ability to multitask and manage time effectively in a remote environment.
- Patience, empathy, and a customer-centric attitude.
- High school diploma or equivalent; associate's or bachelor's degree is a plus.
- Experience with remote collaboration tools is advantageous.
This is a fantastic opportunity for individuals passionate about technology and helping others, working remotely from Kericho, Kericho, KE . If you thrive in a dynamic, customer-focused environment and possess the skills to resolve technical challenges, we want to hear from you.
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5
Senior Customer Support Specialist - Technical Assistance
40100 Kakamega, Western
KES180000 Annually
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Our client is looking for a dedicated and experienced Senior Customer Support Specialist to join their fully remote, customer-facing team. In this role, you will be the primary point of contact for customers requiring technical assistance and troubleshooting for our client's innovative software products. You will handle escalated customer issues, providing timely, accurate, and empathetic support via multiple communication channels, including email, chat, and phone. Your responsibilities will include diagnosing complex technical problems, guiding customers through resolution steps, documenting all interactions and solutions in our CRM system, and contributing to the knowledge base with FAQs and troubleshooting guides. This position requires a proactive approach to customer satisfaction and a deep understanding of our client's product suite. You will also play a key role in identifying recurring customer issues and providing feedback to the product development and engineering teams to drive product improvements. The ideal candidate will possess excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical users. Strong problem-solving and analytical skills are crucial, as is the ability to multitask and manage time effectively in a fast-paced, remote environment. You will be expected to work independently, demonstrate initiative, and maintain a high level of professionalism at all times. A proven background in technical support, customer service, or a related field, with at least 5 years of experience, is essential. Experience with SaaS products and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is highly preferred. Familiarity with remote support tools and collaboration platforms is also expected. This role offers the chance to work from anywhere, providing crucial support to a growing customer base and contributing directly to customer success and retention. If you are passionate about technology and helping people, we encourage you to apply.
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Remote Customer Support Specialist - Technical Assistance
10100 Nyeri Town
KES70000 Annually
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Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to provide exceptional technical assistance to their valued users. This is a fully remote position, allowing you to deliver outstanding service from the convenience of your home office. You will be the first point of contact for customers facing technical challenges, guiding them through troubleshooting steps, resolving issues efficiently, and ensuring a positive customer experience. Your ability to communicate complex technical information clearly and patiently will be paramount.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond promptly to customer inquiries via phone, email, and chat, addressing technical issues and providing solutions.
- Troubleshoot software and hardware problems, guiding users through diagnostic steps.
- Educate customers on product features, functionality, and best practices.
- Escalate unresolved issues to higher-level support or relevant departments, ensuring timely resolution.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Identify recurring customer issues and provide feedback to the product development team for improvements.
- Contribute to the creation and maintenance of knowledge base articles and FAQs.
- Maintain a high level of customer satisfaction through efficient and friendly support.
- Adhere to company policies and procedures for customer service and data privacy.
- Continuously expand knowledge of the company's products and services.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
- Minimum of 2 years of experience in customer support, technical support, or a similar customer-facing role.
- Strong understanding of common software applications and operating systems.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly.
- Patience, empathy, and a customer-centric attitude.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- Fast learner with the ability to adapt to new technologies and product updates.
- Problem-solving skills and a proactive approach to resolving issues.
- Previous experience in a remote work environment is beneficial.
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7
Remote Customer Support Specialist - Technical Assistance
30100 Moiben
KES60000 Annually
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Job Description
Our client is looking for a dedicated and technically proficient Remote Customer Support Specialist to provide exceptional assistance to their user base. This fully remote position involves resolving customer inquiries, troubleshooting technical issues, and ensuring a positive customer experience through various communication channels, including email, chat, and phone. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a patient, customer-centric approach. You will be an integral part of the customer success team, acting as a front-line support resource and a key contributor to customer satisfaction.
Key Responsibilities:
Qualifications:
Join our client's supportive and dynamic team and grow your career in remote customer support. Make a real impact by helping customers succeed with our client's innovative solutions.
Key Responsibilities:
- Respond to customer inquiries and support requests promptly and efficiently via multiple channels.
- Troubleshoot and diagnose technical issues with the company's products or services.
- Guide customers through step-by-step solutions to resolve their problems.
- Escalate complex issues to appropriate internal teams (e.g., engineering, product).
- Document all customer interactions, issues, and resolutions in the CRM system.
- Educate customers on product features, functionalities, and best practices.
- Contribute to the creation and maintenance of a knowledge base and FAQ section.
- Gather customer feedback to identify areas for product or service improvement.
- Maintain a high level of customer satisfaction through professional and empathetic support.
- Adhere to service level agreements (SLAs) for response and resolution times.
Qualifications:
- Proven experience in customer service or technical support roles.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly.
- Strong problem-solving and analytical skills.
- Proficiency with customer support software, ticketing systems, and CRM platforms.
- Ability to multitask and manage time effectively in a fast-paced, remote environment.
- Patience, empathy, and a customer-first attitude.
- Experience with troubleshooting software or hardware issues is a significant advantage.
- High school diploma or equivalent; associate's or bachelor's degree is a plus.
- Ability to work independently with minimal supervision.
- A reliable internet connection and a dedicated workspace conducive to remote work.
Join our client's supportive and dynamic team and grow your career in remote customer support. Make a real impact by helping customers succeed with our client's innovative solutions.
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8
Remote Customer Support Specialist - Technical Assistance
20403 Bungoma, Western
KES60000 Annually
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Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to provide exceptional technical assistance to their global user base. This is a fully remote position, allowing you to work from anywhere within Kenya, offering flexibility and a great work-life balance. You will be the first point of contact for customers experiencing technical issues, guiding them through troubleshooting processes and ensuring a positive resolution. Our client is committed to a remote-first culture, providing all the necessary tools and support for you to succeed from your home office.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and troubleshoot technical issues related to our client's software and hardware products.
- Provide clear, step-by-step guidance to customers on resolving their problems.
- Escalate complex issues to senior support staff or relevant departments when necessary.
- Maintain accurate records of customer interactions and resolutions in the CRM system.
- Identify recurring issues and provide feedback to the product development team for improvements.
- Proactively engage with customers to ensure their satisfaction and understanding of the products.
- Contribute to the development of our client's knowledge base by creating and updating support articles.
- Adhere to company policies and procedures, particularly regarding data privacy and security in a remote work environment.
- Participate in regular virtual team meetings and training sessions to stay updated on product knowledge and support techniques.
- High school diploma or equivalent; further technical certification or degree is a plus.
- Previous experience in customer service or technical support roles, preferably in a remote setting.
- Strong understanding of common software and hardware troubleshooting techniques.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
- Patience, empathy, and a customer-centric attitude.
- Proficiency in using helpdesk software and CRM systems.
- Ability to work independently, manage time effectively, and maintain productivity in a remote environment.
- A reliable internet connection and a dedicated workspace are required.
- Adaptability and willingness to learn new technologies and processes.
- Experience with ticketing systems and live chat support platforms.
This advertiser has chosen not to accept applicants from your region.
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