1,555 Technical Support Manager jobs in Kenya
Technical Support Manager
60100 Embu, Eastern
KES150000 Annually
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Posted 2 days ago
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Job Description
Our client, a growing technology solutions provider, is looking for an experienced and proactive Technical Support Manager to lead their customer service and helpdesk operations. This is an on-site role based in Embu, requiring a hands-on leader to ensure exceptional support delivery. You will be responsible for managing a team of technical support specialists, overseeing daily operations, and ensuring that all customer inquiries and issues are resolved efficiently and effectively. Developing and implementing support processes, policies, and procedures to enhance customer satisfaction and team productivity will be a key focus. You will monitor support metrics, analyze performance data, and identify areas for improvement. The role involves training and mentoring support staff, fostering a positive and customer-centric team culture, and ensuring adherence to service level agreements (SLAs). You will also act as a point of escalation for complex technical issues, providing guidance and solutions. Collaborating with other departments, such as engineering and product management, to address recurring issues and contribute to product improvements will be essential. The ideal candidate will have a proven track record in managing technical support teams, preferably in a customer service or helpdesk environment. Strong knowledge of IT systems, troubleshooting methodologies, and ticketing systems is required. Excellent leadership, communication, problem-solving, and interpersonal skills are a must. You should be adept at motivating teams, resolving conflicts, and driving continuous improvement. Experience in developing knowledge bases and support documentation is highly desirable. This role offers a fantastic opportunity to lead a critical function within a dynamic company and make a tangible impact on customer loyalty and retention. You will be responsible for building and maintaining a high-performing support team that consistently exceeds customer expectations. A commitment to delivering outstanding service is paramount.
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0
Senior Technical Support Manager
20100 Mwembe
KES300000 Annually
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Posted 2 days ago
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Our client is looking for an experienced Senior Technical Support Manager to lead their distributed Customer Service & Helpdesk team. This is a fully remote position, allowing you to manage and empower a team of support professionals from anywhere. You will be responsible for ensuring the highest level of technical assistance and customer satisfaction, overseeing incident management, problem resolution, and service level agreements (SLAs). The ideal candidate will have a strong background in IT support, excellent leadership capabilities, and a deep understanding of customer service best practices. Your role will involve developing and implementing support strategies, managing support ticket queues, and identifying trends to proactively address recurring issues. You will also be responsible for training and mentoring support staff, conducting performance reviews, and fostering a collaborative and high-performing remote team culture. Proficiency in helpdesk software, ticketing systems (e.g., Zendesk, ServiceNow), and remote support tools is essential. Experience in troubleshooting a wide range of hardware, software, and network issues is a must. We are seeking a proactive, organized, and empathetic leader with exceptional communication skills, capable of motivating a remote team and resolving complex customer escalations. This is a significant opportunity to enhance our client's customer support operations and contribute to customer loyalty and retention in a flexible, work-from-home capacity. Our client is committed to delivering outstanding service, and this role is central to upholding that standard through efficient and effective technical support. You will be instrumental in building and maintaining a reputation for exceptional customer care and technical expertise, ensuring that all customer inquiries are handled with professionalism and speed.
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1
Senior Technical Support Manager, Cloud Services
00100 Abothuguchi West
KES330000 Annually
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Posted 2 days ago
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Our client, a leading global provider of cloud-based enterprise solutions, is seeking an experienced and highly motivated Senior Technical Support Manager to lead their remote support operations. This is a fully remote position, offering an exciting opportunity for a leader in technical support to manage and optimize support functions from any location. The successful candidate will be responsible for overseeing a global team of technical support engineers, ensuring exceptional customer service delivery, and driving continuous improvement in support processes. You will play a critical role in managing ticket resolution, escalating complex issues, and maintaining high levels of customer satisfaction. This role requires strong leadership, excellent problem-solving skills, deep technical knowledge, and a proven ability to manage a high-performing remote team. We are looking for an individual who can champion customer success and foster a culture of excellence in technical support.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, mentor, and manage a global team of remote technical support engineers, fostering a positive and productive work environment.
- Oversee the daily operations of the technical support function, ensuring timely and effective resolution of customer inquiries and technical issues.
- Develop and implement support strategies, policies, and procedures to enhance customer satisfaction and operational efficiency.
- Monitor key support metrics (e.g., response times, resolution rates, customer satisfaction scores) and identify areas for improvement.
- Manage the escalation process for complex technical issues, collaborating with engineering and product teams to ensure timely resolution.
- Act as a point of escalation for critical customer issues, demonstrating strong problem-solving and de-escalation skills.
- Develop and deliver training programs for the support team to enhance their technical knowledge and customer service skills.
- Contribute to the knowledge base and ensure that support documentation is accurate, comprehensive, and up-to-date.
- Analyze support trends and provide feedback to product development and engineering teams to drive product improvements.
- Manage team schedules, performance reviews, and resource allocation to ensure adequate coverage and efficient operations.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 7 years of experience in technical support, with at least 3 years in a management or leadership role overseeing remote teams.
- Proven experience in managing and motivating technical support teams in a global, remote environment.
- In-depth knowledge of cloud computing technologies, SaaS platforms, and common IT infrastructure.
- Strong understanding of customer service principles and best practices.
- Excellent troubleshooting, analytical, and problem-solving skills.
- Exceptional communication, interpersonal, and leadership skills.
- Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
- Ability to manage multiple priorities and work effectively under pressure.
- Relevant certifications (e.g., ITIL, CompTIA, cloud-specific certifications) are a plus.
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2
Lead Customer Service & Technical Support Manager, Remote Team
00200 Ngong
KES190000 Annually
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Posted 2 days ago
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Our client is seeking a highly experienced and motivated Lead Customer Service and Technical Support Manager to oversee their remote support operations. This is a fully remote position, demanding strong leadership skills and a commitment to exceptional customer experience. You will be responsible for managing a team of customer service and technical support representatives, ensuring they provide timely and effective solutions to customer inquiries and issues. Your duties will include setting performance standards, providing training and coaching, and monitoring key metrics such as response times, resolution rates, and customer satisfaction scores. The ideal candidate possesses a deep understanding of customer service best practices and experience with various CRM and helpdesk software. You must be adept at motivating and guiding a remote team, fostering a positive and productive work environment. Excellent communication, problem-solving, and conflict-resolution skills are essential. You will also be tasked with analyzing customer feedback to identify trends and areas for improvement in products and services. This role requires a proactive approach to problem-solving and a passion for exceeding customer expectations. We are looking for a leader who can drive continuous improvement in support operations and ensure customer loyalty. This is an excellent opportunity to take on a challenging leadership role within a customer-centric organization. The nominal work location is Ruiru, Kiambu, KE , but the role is entirely remote.
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3
Senior Customer Support Lead - Remote Technical Assistance Manager
80100 Nairobi, Nairobi
KES160000 Annually
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Posted 2 days ago
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Our client is searching for a dedicated and experienced Senior Customer Support Lead to manage their fully remote customer service and helpdesk operations. This role is essential for ensuring exceptional customer satisfaction by leading a team of remote support agents, resolving complex technical issues, and continuously improving support processes. As a remote-first company, we value effective communication, seamless collaboration, and a positive support experience for all our users.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of remote customer support specialists, providing guidance, training, and performance feedback.
- Oversee the daily operations of the customer service and helpdesk function, ensuring timely and effective resolution of customer inquiries and technical issues via various channels (phone, email, chat, ticketing system).
- Develop and implement best practices for customer support, including standard operating procedures, knowledge base articles, and troubleshooting guides for remote troubleshooting.
- Monitor key support metrics (e.g., response time, resolution time, customer satisfaction scores) and identify areas for improvement.
- Act as a point of escalation for complex customer issues, providing expert resolution and ensuring customer retention.
- Collaborate with product and engineering teams to identify recurring issues and provide feedback for product enhancements.
- Train new team members on support tools, processes, and product knowledge, facilitating remote onboarding.
- Ensure the team maintains a high level of product knowledge and technical expertise.
- Contribute to the development and maintenance of the company's knowledge base and self-service resources.
- Foster a positive and supportive team culture within the remote environment.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership or supervisory role.
- Proven experience managing a remote support team effectively.
- Strong understanding of helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent problem-solving, analytical, and troubleshooting skills.
- Exceptional communication, interpersonal, and conflict-resolution abilities.
- Ability to motivate and guide a team in a virtual setting.
- Experience in creating and maintaining knowledge base content and support documentation.
- Adaptability and a strong sense of ownership in a fast-paced, remote work environment.
- Technical aptitude and ability to learn new software and systems quickly.
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Service & Helpdesk Lead - Remote Technical Support Manager
01000 Makongeni
KES80000 Annually
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Posted 2 days ago
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Our client, a fast-growing technology solutions provider, is seeking a highly skilled and motivated Senior Customer Service & Helpdesk Lead to manage their remote support operations. This is a fully remote position, allowing you to lead from anywhere. The ideal candidate will be responsible for ensuring exceptional customer support experiences, managing a team of helpdesk professionals, and optimizing support processes for efficiency and effectiveness. Your role will involve handling escalated customer issues, providing technical guidance, and developing comprehensive training materials for the support team. You will play a crucial part in maintaining high levels of customer satisfaction, reducing ticket resolution times, and ensuring adherence to service level agreements (SLAs). We are looking for an individual with a strong technical aptitude, excellent problem-solving skills, and a deep understanding of customer service best practices. The ability to analyze support metrics, identify trends, and implement continuous improvement initiatives will be key. You will work closely with product development and engineering teams to provide feedback on customer issues and contribute to product enhancements. This is an excellent opportunity to lead a remote support team, shape customer service strategies, and make a tangible impact on customer retention and loyalty. The successful candidate will possess outstanding communication and leadership skills, with the ability to motivate and inspire a distributed team. Proficiency in helpdesk software, CRM systems, and various troubleshooting methodologies is essential. We are committed to fostering a collaborative and supportive remote work culture where team members can thrive. Your dedication to customer advocacy and your strategic approach to support management will be vital in upholding the company's reputation for excellent service. This position offers a chance to grow your career in a dynamic, customer-focused environment.
Responsibilities:
Responsibilities:
- Lead and manage a remote team of customer service and helpdesk representatives.
- Oversee the resolution of escalated customer technical issues and inquiries.
- Develop and implement customer support policies and procedures.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
- Train and mentor helpdesk staff on technical issues and customer service best practices.
- Maintain and improve knowledge base articles and troubleshooting guides.
- Collaborate with engineering and product teams to address recurring issues.
- Ensure adherence to service level agreements (SLAs).
- Analyze support data to identify trends and recommend process improvements.
- Manage helpdesk software and tools to optimize efficiency.
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership role.
- Proven experience managing remote support teams.
- Strong technical troubleshooting skills across various hardware and software platforms.
- Excellent understanding of helpdesk ticketing systems (e.g., Zendesk, Jira Service Desk).
- Proficiency in CRM systems and customer service methodologies.
- Strong analytical and problem-solving skills.
- Exceptional communication, interpersonal, and leadership abilities.
- Ability to work independently and manage priorities effectively in a remote setting.
- ITIL certification is a plus.
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5
Customer Support Specialist, Technical Assistance
20200 Kapsuser
KES50000 Monthly
WhatJobs
Posted today
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Job Description
Our client is seeking a dedicated and customer-focused Technical Support Specialist to join their growing team. This role offers a hybrid work arrangement, combining the flexibility of remote work with the collaborative benefits of in-office interaction. You will be the first point of contact for customers experiencing technical issues with our products and services. Your primary responsibility will be to provide timely, accurate, and empathetic support via phone, email, and chat. This involves troubleshooting technical problems, guiding customers through solutions, and escalating complex issues to higher-level support teams when necessary. A deep understanding of our product suite and common technical challenges is essential. You will maintain detailed records of customer interactions and resolutions in our CRM system. We are looking for individuals with excellent problem-solving skills, patience, and the ability to explain technical concepts in a clear and understandable manner to both technical and non-technical users. You will actively contribute to our knowledge base by documenting common issues and solutions. The ability to manage multiple customer requests simultaneously while maintaining a high level of service quality is crucial. You will work collaboratively with other support team members, product development, and sales teams to ensure a seamless customer experience. This role is perfect for someone passionate about helping others, enjoys solving technical puzzles, and thrives in a dynamic environment. The hybrid model allows for focused remote work and regular team synergy sessions in the office. Joining our team means becoming part of a supportive culture that values customer satisfaction and continuous improvement.
Responsibilities:
Responsibilities:
- Provide technical support and troubleshooting assistance to customers.
- Respond to customer inquiries via phone, email, and chat in a timely manner.
- Diagnose and resolve technical issues with software and hardware.
- Guide customers through product features and functionalities.
- Escalate unresolved issues to appropriate internal teams.
- Document customer interactions, issues, and resolutions in the CRM system.
- Contribute to the development and maintenance of the knowledge base.
- Maintain a high level of customer satisfaction.
- Collaborate with cross-functional teams to improve products and services.
- Stay up-to-date with product updates and technical changes.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven experience in customer service or technical support role.
- Strong understanding of common operating systems and software applications.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills.
- Patience and empathy when dealing with customers.
- Ability to multitask and manage time effectively.
- Familiarity with CRM software and ticketing systems.
- Ability to work effectively both remotely and in an office setting.
- A proactive approach to identifying and resolving issues.
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6
Customer Support Specialist, Technical Assistance
90101 Mangu
KES70000 Annually
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Posted today
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Job Description
Our client is looking for a compassionate and resourceful Customer Support Specialist to provide exceptional technical assistance. This is a fully remote role, enabling you to deliver top-tier support from the comfort of your home. You will be the first point of contact for customers experiencing technical issues with our products or services, offering timely and effective solutions. Your primary goal is to ensure customer satisfaction by resolving their queries efficiently and professionally. This involves actively listening to customer concerns, troubleshooting problems, and guiding them through step-by-step solutions.
Key responsibilities include responding to customer inquiries via phone, email, and chat, documenting customer interactions and resolutions in a CRM system, and escalating complex issues to the appropriate technical teams. You will be expected to maintain a high level of product knowledge, stay updated on new features and updates, and contribute to the creation of support documentation and FAQs. The ideal candidate possesses excellent communication skills, a patient demeanor, strong problem-solving abilities, and a genuine passion for helping others. Experience with ticketing systems and remote support tools is highly advantageous.
Responsibilities:
Key responsibilities include responding to customer inquiries via phone, email, and chat, documenting customer interactions and resolutions in a CRM system, and escalating complex issues to the appropriate technical teams. You will be expected to maintain a high level of product knowledge, stay updated on new features and updates, and contribute to the creation of support documentation and FAQs. The ideal candidate possesses excellent communication skills, a patient demeanor, strong problem-solving abilities, and a genuine passion for helping others. Experience with ticketing systems and remote support tools is highly advantageous.
Responsibilities:
- Respond to customer inquiries and provide technical support via phone, email, and live chat.
- Troubleshoot and resolve customer technical issues effectively and efficiently.
- Guide customers through product features and functionalities.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Escalate unresolved issues to senior support staff or relevant departments.
- Contribute to the development and maintenance of the knowledge base and FAQ sections.
- Identify recurring issues and provide feedback to the product development team.
- Maintain a high level of customer satisfaction through excellent service.
- Adhere to company policies and procedures for customer support.
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Proven experience in customer service or technical support.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and troubleshooting abilities.
- Familiarity with CRM software and ticketing systems.
- Ability to explain technical concepts in a clear and concise manner.
- Patience, empathy, and a customer-centric attitude.
- Ability to work independently and manage workload in a remote setting.
- Proficiency in basic computer skills and common software applications.
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7
Customer Support Specialist - Technical Assistance
00202 Ngong
KES50000 Monthly
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a dedicated and technically proficient Customer Support Specialist to provide exceptional assistance to their user base. This hybrid role involves a combination of remote work and on-site engagement, offering a flexible work-life balance. You will be the first point of contact for customers seeking help with our products and services, diagnosing issues, and providing effective solutions. This role requires strong problem-solving skills, excellent communication, and a patient, customer-centric approach. You will handle inquiries via phone, email, and chat, documenting all interactions accurately. A key part of this position involves troubleshooting technical problems, guiding users through complex processes, and escalating issues when necessary. We are looking for individuals who are passionate about technology and committed to delivering outstanding customer experiences.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and provide timely, accurate, and friendly support via phone, email, and live chat.
- Diagnose and troubleshoot technical issues reported by customers, guiding them through step-by-step solutions.
- Document customer interactions, issues, and resolutions in the CRM system with high accuracy.
- Escalate unresolved issues to the appropriate internal teams, ensuring clear communication and follow-up.
- Educate customers on product features and best practices to enhance their user experience.
- Identify and report recurring technical issues or product feedback to the development team.
- Contribute to the knowledge base by creating and updating support articles and FAQs.
- Maintain a high level of customer satisfaction through professional and empathetic service.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Participate in team meetings and training sessions to stay updated on product knowledge and support procedures.
- Assist in testing new product features and provide user feedback.
- Continuously improve support skills and technical knowledge.
- High school diploma or equivalent; an Associate's or Bachelor's degree in a technical field is a plus.
- Minimum of 2 years of experience in a customer service or technical support role.
- Strong understanding of common software applications and operating systems.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Proficiency in using helpdesk software and CRM systems.
- Ability to multitask, prioritize, and manage time effectively in a dynamic environment.
- Patience, empathy, and a customer-first attitude.
- Experience with remote support tools and techniques is beneficial.
- A keen interest in technology and continuous learning.
- Ability to work collaboratively in a hybrid team setting.
- Troubleshooting and problem-solving aptitude.
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8
Customer Support Lead, Technical Assistance
01000 Makongeni
KES80000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking an experienced and motivated Customer Support Lead to head their technical assistance team. This role offers a hybrid work arrangement, combining the flexibility of remote work with the benefits of occasional in-office collaboration. You will be responsible for overseeing the daily operations of the customer support department, ensuring exceptional service delivery and timely resolution of customer inquiries. This includes managing a team of support specialists, setting performance standards, and providing training and coaching. The ideal candidate will have a strong background in customer service management, technical troubleshooting, and team leadership. Excellent communication, problem-solving, and conflict-resolution skills are essential. You will develop and implement support processes, monitor key performance indicators, and gather customer feedback to drive service improvements. Proficiency with CRM software and helpdesk ticketing systems is required. You will act as a point of escalation for complex customer issues and ensure a high level of customer satisfaction. This role requires a proactive approach to identifying and addressing customer needs. The ability to motivate and develop a high-performing support team is critical. You will also be involved in developing knowledge base articles and support documentation. This is an excellent opportunity to shape the customer support experience and to contribute to customer loyalty and retention. We are looking for a leader who can foster a positive and efficient support environment. Your ability to balance remote autonomy with team synergy will be key to your success.
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