0 Technical Support Specialist jobs in Kenya

• Provide advanced technical support and troubleshooting for our products/services to end-users.
• Respond to customer inquiries via phone, email, chat, and ticketing systems in a timely and professional manner.
• Diagnose, troubleshoot, and resolve complex technical issues, escalating when necessary to higher-level support or engineering teams.
• Document all customer interactions, technical issues, and resolutions accurately in the CRM/ticketing system.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Identify recurring customer issues and provide feedback to product development and engineering teams for continuous improvement.
• Guide and mentor junior support staff, sharing best practices and product knowledge.
• Assist in training new customer support representatives.
• Manage customer escalations and ensure timely and satisfactory resolution.
• Contribute to the improvement of support processes and customer experience initiatives.
• Stay up-to-date with product updates, new features, and industry best practices.
• Meet and exceed key performance indicators (KPIs) for customer satisfaction, first-contact resolution, and response times.
• Collaborate effectively with cross-functional teams, including sales, marketing, and product development.
• Act as a product expert and advocate for the customer within the organization.
• Maintain a positive and empathetic attitude when interacting with customers.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in customer service, technical support, or helpdesk roles, with at least 2 years in a senior or lead capacity.
• Proven expertise in diagnosing and resolving complex technical issues across software and hardware.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Excellent communication (written and verbal), interpersonal, and active listening skills.
• Proficiency in using CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to multitask, prioritize, and manage time effectively in a fast-paced remote environment.
• Strong analytical and problem-solving skills, with a keen attention to detail.
• A customer-centric approach and a passion for helping others.
• Ability to work independently with minimal supervision.
• Experience in a SaaS or technology-focused company is highly desirable.
• Certification in relevant technologies (e.g., CompTIA A+, Network+) is a plus.

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Provide technical support and troubleshooting for product-related issues.
• Guide customers through product features, functionalities, and setup processes.
• Document all customer interactions and resolutions accurately in the CRM system.
• Escalate unresolved issues to senior support staff or relevant departments.
• Identify customer needs and proactively offer solutions or additional assistance.
• Stay up-to-date with product knowledge, technical updates, and company policies.
• Maintain a high level of customer satisfaction and loyalty.
• Contribute to the development of knowledge base articles and FAQs.
• Collaborate with team members to share best practices and improve support processes.
• Adhere to service level agreements (SLAs) and performance metrics.
• Provide feedback to product and development teams on customer issues and suggestions.

• High school diploma or equivalent; associate's or bachelor's degree is a plus.
• Previous experience in customer service, technical support, or a related role.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency with customer relationship management (CRM) software.
• Ability to multitask and manage time effectively in a remote environment.
• Patience, empathy, and a customer-centric approach.
• Technical aptitude and the ability to learn new software and systems quickly.
• Self-motivated and able to work independently with minimal supervision.
• Reliable internet connection and a dedicated home office space.

Company Description

Dechans Enterprises Co., Ltd. is a Kenyan-based renewable energy solutions provider focused on deploying advanced solar technologies to bridge the energy access gap in underserved rural communities. Our core services include the design, installation, and maintenance of off-grid and hybrid solar PV systems, as well as solar water heating solutions and borehole solarization for agricultural applications. In addition to renewable energy services, we supply electrical equipment to government institutions and development agencies, supporting public infrastructure and rural electrification programs. Our products include customized solar kits and 5G-enabled solar-powered security camera systems, and our upcoming AI-powered platform will enhance post-installation service delivery.

Role Description

This is a full-time, on-site role located in Nairobi for a Technical Support Specialist. The Technical Support Specialist will be responsible for providing technical support and troubleshooting assistance to customers, ensuring customer satisfaction is achieved. Daily tasks include diagnosing technical issues, providing timely resolutions, and maintaining a high level of customer support. The role also involves analyzing technical problems and collaborating with the team to develop effective solutions.

Qualifications

• Technical Support and Troubleshooting skills
• Analytical skills for diagnosing and solving technical problems
• Customer Support and ensuring Customer Satisfaction skills
• Excellent communication skills and ability to work in a team
• Experience in renewable energy or related fields is a plus
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field

• Respond to customer inquiries via phone, email, and chat, diagnosing and resolving technical issues.
• Provide step-by-step guidance to users on product features and functionalities.
• Troubleshoot and resolve hardware and software problems, including network connectivity, operating system issues, and application errors.
• Escalate complex issues to higher-level support teams or engineering when necessary, ensuring clear documentation.
• Maintain a thorough understanding of the client's products and services to provide effective support.
• Document all customer interactions, troubleshooting steps, and resolutions in the support ticketing system.
• Identify recurring issues and provide feedback to the product development team for potential improvements.
• Create and update knowledge base articles and FAQs to empower users and reduce support volume.
• Assist with user account management, including creation, modification, and deletion.
• Contribute to a positive and supportive team environment through collaboration and knowledge sharing.
• Adhere to service level agreements (SLAs) to ensure timely resolution of customer issues.
• Provide feedback on customer support processes and suggest areas for improvement.

• High school diploma or equivalent required; Associate's or Bachelor's degree in IT or a related field is preferred.
• Minimum of 2 years of experience in a technical support or customer service role, preferably in a remote setting.
• Proficiency in troubleshooting common hardware and software issues across various operating systems (Windows, macOS).
• Familiarity with network concepts (TCP/IP, DNS, DHCP) and troubleshooting.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly.
• Strong problem-solving abilities and a customer-centric approach.
• Patience, empathy, and a positive attitude when dealing with customers.
• Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
• Experience with CRM or ticketing systems (e.g., Zendesk, ServiceNow) is a plus.
• Basic understanding of cloud-based services is desirable.

• Provide timely and effective technical support to end-users via multiple channels (phone, email, chat).
• Diagnose and resolve hardware, software, and network issues.
• Guide users through step-by-step solutions for technical problems.
• Document all support requests, troubleshooting steps, and resolutions in the ticketing system.
• Escalate complex issues to senior support staff or relevant IT teams.
• Maintain and update knowledge base articles with solutions and troubleshooting guides.
• Identify trends in support requests and provide feedback for product improvement.
• Ensure a high level of customer satisfaction through excellent service.
• Stay current with product updates and relevant technologies.
• Adhere to company policies and procedures for technical support.

• Proven experience in a technical support or helpdesk role.
• Strong knowledge of operating systems (Windows, macOS), common software applications, and basic networking concepts.
• Excellent troubleshooting and problem-solving skills.
• Exceptional customer service and communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Proficiency in using helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote environment.
• A strong willingness to learn and adapt to new technologies.
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
• Must be legally eligible to work in Kenya.