2,879 Technical Support Specialist jobs in Kenya
Remote Customer Service & Technical Support Specialist
80100 Gede
KES80000 Annually
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Posted today
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Job Description
Our client is seeking a dedicated and empathetic Remote Customer Service & Technical Support Specialist to join our vibrant team. This is a 100% remote position, providing essential support to our diverse customer base via phone, email, and chat. You will be the first point of contact for customers, assisting them with inquiries, resolving issues, and providing technical guidance on our products and services. The ideal candidate will possess exceptional communication skills, a patient demeanor, and a strong aptitude for problem-solving. You should be adept at understanding customer needs, troubleshooting technical problems efficiently, and escalating complex issues when necessary. Proficiency in using customer relationship management (CRM) software and other support tools is required. A passion for delivering outstanding customer experiences is paramount. Responsibilities include documenting customer interactions, providing clear and concise solutions, and contributing to a knowledge base of common issues and resolutions. You will work collaboratively with other support team members and departments to ensure customer satisfaction. This role requires the ability to manage your time effectively, multitask, and maintain a professional and positive attitude in a fast-paced remote environment. Strong analytical skills are needed to identify recurring issues and suggest improvements to products or services. A commitment to continuous learning and staying updated on product knowledge is essential. We are looking for individuals who are reliable, self-motivated, and thrive in a remote work setting. This is a fantastic opportunity to contribute to customer success and build a rewarding career in a supportive, remote-first company. If you are customer-centric, technically inclined, and eager to provide top-notch support from home, we encourage you to apply.
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0
Remote Customer Service & Technical Support Specialist
70100 Makongeni
KES180000 Annually
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Posted today
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Job Description
Our client is seeking a highly skilled and empathetic Remote Customer Service & Technical Support Specialist to provide exceptional support to their diverse customer base. This fully remote role is critical for resolving customer inquiries, troubleshooting technical issues, and ensuring a positive user experience with our client's products and services. The ideal candidate possesses excellent communication skills, a strong technical aptitude, and a genuine passion for helping others. You will be the first point of contact for customers, utilizing various communication channels including phone, email, and chat to provide timely and effective solutions. This position requires the ability to diagnose and resolve a wide range of technical problems, guide customers through complex procedures, and escalate issues when necessary, all while maintaining a professional and courteous demeanor.
Key responsibilities include:
Key responsibilities include:
- Responding promptly and professionally to customer inquiries via phone, email, and live chat.
- Diagnosing and resolving technical issues related to software, hardware, and network connectivity.
- Providing clear and concise instructions and guidance to customers to troubleshoot problems effectively.
- Documenting customer interactions, technical issues, and resolutions in the CRM system.
- Escalating complex technical issues to higher-level support teams when necessary.
- Identifying recurring customer issues and providing feedback to product development and engineering teams.
- Educating customers on product features and best practices.
- Maintaining a high level of customer satisfaction through efficient and effective problem-solving.
- Adhering to service level agreements (SLAs) and key performance indicators (KPIs).
- Staying up-to-date with product updates, new features, and troubleshooting procedures.
- Contributing to the knowledge base by creating and updating support articles and FAQs.
- Proactively seeking solutions to improve the customer support experience.
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1
Senior Customer Service & Technical Support Specialist
60100 Embu, Eastern
KES55000 Annually
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Posted 5 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.
This advertiser has chosen not to accept applicants from your region.
2
Remote Customer Service & Technical Support Specialist
20300 Abothuguchi West
KES65000 Annually
WhatJobs
Posted 13 days ago
Job Viewed
Job Description
Our client is seeking an empathetic and technically adept Remote Customer Service & Technical Support Specialist to join their dedicated support team. This fully remote position is essential for providing exceptional assistance to our diverse customer base. You will be the first point of contact for customers, addressing inquiries, resolving technical issues, and ensuring a high level of customer satisfaction. The ideal candidate possesses excellent communication skills, a patient demeanor, and a strong aptitude for troubleshooting technical problems. Responsibilities include responding to customer queries via phone, email, and chat, guiding users through product features, diagnosing and resolving software and hardware issues, and escalating complex problems to appropriate teams. You will maintain accurate records of customer interactions and resolutions in our CRM system. A commitment to providing timely and effective support, along with a proactive approach to identifying customer needs, is crucial. This role demands strong problem-solving abilities and the capacity to learn and adapt to new technologies quickly. You will contribute significantly to building customer loyalty and maintaining our client's reputation for outstanding support. Experience with customer relationship management (CRM) software and helpdesk ticketing systems is required.
Key Responsibilities:
Key Responsibilities:
- Provide outstanding customer service and technical support through various communication channels (phone, email, chat).
- Respond to customer inquiries, troubleshoot issues, and provide effective solutions.
- Guide customers through product setup, usage, and troubleshooting steps.
- Diagnose and resolve technical problems related to software and hardware.
- Escalate complex issues to senior support staff or relevant departments when necessary.
- Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
- Contribute to the development of knowledge base articles and FAQs.
- Identify trends in customer issues and provide feedback for product improvement.
- Ensure a high level of customer satisfaction by delivering timely and efficient support.
- Adhere to company policies and procedures for customer service and data security.
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Minimum of 2 years of experience in customer service or technical support roles.
- Proven ability to troubleshoot and resolve technical issues effectively.
- Excellent verbal and written communication skills, with a friendly and professional demeanor.
- Strong active listening and problem-solving abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- Patience and empathy when dealing with customer concerns.
- Basic understanding of computer hardware, software, and operating systems.
- Ability to adapt quickly to new products and technologies.
This advertiser has chosen not to accept applicants from your region.
3
Remote Technical Support Specialist - Customer Service
80202 Shella
KES60000 Monthly
WhatJobs
Posted 15 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is searching for a highly skilled and customer-focused Technical Support Specialist to join their fully remote support team. This position is ideal for an individual with a passion for technology and a proven ability to resolve complex technical issues with empathy and efficiency. You will be the first line of defense for our users, providing exceptional support via multiple channels, including email, chat, and phone. Your expertise will ensure a seamless user experience and contribute to high customer satisfaction rates. This is a fantastic opportunity to grow your career in a supportive, remote-first culture.
Key Responsibilities:
Key Responsibilities:
- Provide first-tier technical support to customers experiencing issues with our software products.
- Diagnose, troubleshoot, and resolve technical problems efficiently and accurately.
- Respond to customer inquiries and support requests via email, live chat, and phone calls in a timely manner.
- Document all customer interactions, issues, and resolutions in our CRM system.
- Escalate complex technical issues to senior support staff or relevant engineering teams when necessary.
- Create and update knowledge base articles and FAQs to empower users and internal teams.
- Proactively identify trends in customer issues and provide feedback to product development teams.
- Guide users through product features and functionalities.
- Maintain a high level of customer satisfaction through professional and courteous communication.
- Participate in team meetings and ongoing training to stay updated on product knowledge and support best practices.
- Contribute to the continuous improvement of support processes and tools.
- Manage your workload effectively to meet or exceed service level agreements (SLAs).
- Proven experience in a technical support or customer service role, preferably with SaaS products.
- Strong understanding of common software applications, operating systems, and network concepts.
- Excellent troubleshooting and problem-solving skills.
- Exceptional verbal and written communication skills, with a patient and empathetic demeanor.
- Ability to explain technical information clearly to users of varying technical abilities.
- Familiarity with helpdesk software and CRM systems (e.g., Zendesk, Salesforce).
- Ability to work independently and manage time effectively in a remote work environment.
- Strong organizational skills and attention to detail.
- A genuine desire to help customers and provide outstanding service.
- Adaptability to learn new technologies quickly.
- Access to a stable internet connection and a quiet, dedicated workspace.
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Service & Technical Support Specialist
50200 Tuwan
KES150000 Annually
WhatJobs
Posted 15 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company that provides innovative solutions for businesses worldwide, is seeking an experienced Senior Customer Service & Technical Support Specialist to join their fully remote support team. This role is crucial for ensuring our clients receive exceptional assistance, resolving technical issues efficiently, and fostering customer loyalty. You will be a primary point of contact, providing expert guidance and support to a diverse user base.
The ideal candidate will possess a strong blend of technical aptitude, outstanding communication skills, and a genuine passion for helping others. You will be adept at troubleshooting complex software issues, explaining technical concepts clearly, and de-escalating challenging customer situations. This position requires a proactive approach to problem-solving, meticulous attention to detail, and the ability to work independently and as part of a globally dispersed team. You will handle inquiries via multiple channels, including email, phone, and chat, ensuring timely and satisfactory resolutions that enhance the customer experience.
Key Responsibilities:
Qualifications:
This is an excellent opportunity for a seasoned support professional to contribute to a leading technology company, enjoying the flexibility and convenience of a fully remote position. Our client offers a competitive salary and benefits, along with a supportive and growth-oriented work environment.
The ideal candidate will possess a strong blend of technical aptitude, outstanding communication skills, and a genuine passion for helping others. You will be adept at troubleshooting complex software issues, explaining technical concepts clearly, and de-escalating challenging customer situations. This position requires a proactive approach to problem-solving, meticulous attention to detail, and the ability to work independently and as part of a globally dispersed team. You will handle inquiries via multiple channels, including email, phone, and chat, ensuring timely and satisfactory resolutions that enhance the customer experience.
Key Responsibilities:
- Provide high-level technical support and customer service to clients via phone, email, and chat.
- Troubleshoot and diagnose complex software issues, identifying root causes and implementing effective solutions.
- Guide customers through product features, functionalities, and best practices.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Develop and maintain comprehensive knowledge base articles and FAQs.
- Collaborate with product development and engineering teams to report bugs and suggest product improvements.
- Identify trends in customer inquiries and escalate recurring issues.
- Assist in training new support team members.
- Ensure customer satisfaction by providing timely, accurate, and empathetic support.
- Adhere to service level agreements (SLAs) and key performance indicators (KPIs).
- Stay up-to-date with product updates and industry best practices.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, customer service, or a related role, preferably within the SaaS industry.
- Proven ability to troubleshoot and resolve complex software-related issues.
- Excellent communication, listening, and interpersonal skills.
- Strong understanding of customer service principles and best practices.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to explain technical concepts to non-technical users.
- Strong problem-solving and analytical skills.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
- Patience and a customer-centric attitude.
This is an excellent opportunity for a seasoned support professional to contribute to a leading technology company, enjoying the flexibility and convenience of a fully remote position. Our client offers a competitive salary and benefits, along with a supportive and growth-oriented work environment.
This advertiser has chosen not to accept applicants from your region.
5
Remote Customer Service & Technical Support Specialist
30200 Tuwan
KES55000 Annually
WhatJobs
Posted 15 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Customer Service & Technical Support Specialist to join their team in a fully remote capacity. This role is critical in providing exceptional support to our diverse customer base, resolving inquiries, and troubleshooting technical issues with efficiency and professionalism. The ideal candidate will possess outstanding communication skills, a patient demeanor, and a strong aptitude for problem-solving. You will be the primary point of contact for customers, guiding them through product usage, resolving complaints, and escalating complex issues when necessary. This position requires self-discipline and the ability to manage workload effectively in an independent work environment. Key Responsibilities:
- Responding to customer inquiries via phone, email, and chat in a timely and professional manner.
- Providing first-level technical support and troubleshooting for product-related issues.
- Guiding customers through product features, functionalities, and setup processes.
- Resolving customer complaints and escalating complex issues to appropriate departments.
- Documenting customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
- Identifying patterns in customer issues and providing feedback to product and development teams.
- Educating customers on best practices and how to maximize their use of our products/services.
- Maintaining a high level of customer satisfaction through efficient and effective support.
- Continuously expanding knowledge of the company's products and services.
- Collaborating with team members to share best practices and improve support processes.
- Proven experience in customer service, technical support, or a similar client-facing role.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Patience, empathy, and a customer-centric approach.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively in a remote setting.
- Familiarity with common software applications and operating systems.
- A proactive attitude and eagerness to learn new technologies.
- High school diploma or equivalent; further education or certifications in IT support are a plus.
- Ability to work independently with minimal supervision.
This advertiser has chosen not to accept applicants from your region.
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6
Remote Customer Service & Technical Support Specialist
60201 Embu, Eastern
KES90000 Annually
WhatJobs
Posted 15 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-centric Remote Customer Service & Technical Support Specialist to join their dedicated support team. This fully remote role is perfect for individuals who excel at problem-solving and providing exceptional assistance to customers. You will be the primary point of contact for customers, addressing inquiries, resolving technical issues, and ensuring a positive overall experience. This involves responding to customer queries via phone, email, and chat, diagnosing technical problems with our products/services, and guiding users through step-by-step solutions. A deep understanding of our offerings and the ability to clearly explain technical concepts to non-technical users are essential. You will maintain detailed records of customer interactions and issues, escalating complex problems to higher-level support teams when necessary. Proactively identifying trends in customer issues and providing feedback to product development teams for continuous improvement is also a key aspect of this role. The ideal candidate will possess excellent communication, active listening, and empathy skills, coupled with strong technical aptitude. The ability to work independently, manage time effectively, and thrive in a fast-paced, remote environment is crucial. You should be adept at troubleshooting a variety of technical issues and possess a patient and professional demeanor. This position offers a rewarding opportunity to make a significant difference in customer satisfaction and contribute to the success of a growing company, all from a remote location.
Responsibilities:
Qualifications:
Responsibilities:
- Provide exceptional customer service and technical support to users.
- Respond to customer inquiries via phone, email, and chat in a timely manner.
- Diagnose and resolve technical issues with products and services.
- Guide customers through troubleshooting steps and provide clear solutions.
- Maintain accurate records of customer interactions and issue resolution.
- Escalate complex issues to appropriate internal teams.
- Identify customer needs and provide product/service information.
- Contribute to the knowledge base by documenting solutions and FAQs.
- Gather customer feedback and report trends to product teams.
- Ensure a high level of customer satisfaction.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven experience in customer service or technical support roles.
- Strong understanding of common software and hardware issues.
- Excellent communication, interpersonal, and active listening skills.
- Proficiency in using helpdesk software and CRM systems.
- Ability to multitask, prioritize, and manage time effectively.
- Strong problem-solving and analytical abilities.
- Patience and a customer-focused attitude.
- Experience working remotely and using virtual collaboration tools.
This advertiser has chosen not to accept applicants from your region.
7
Remote Customer Service & Technical Support Specialist
30100 Tuwan
KES180000 Annually
WhatJobs
Posted 15 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and customer-focused Customer Service & Technical Support Specialist to provide exceptional support to their user base, operating entirely remotely. This role is vital in ensuring customer satisfaction by resolving inquiries, troubleshooting technical issues, and providing guidance on product usage. You will be the primary point of contact for customers via phone, email, and chat, delivering prompt, accurate, and empathetic support. The ideal candidate will possess excellent communication skills, a patient demeanor, strong problem-solving abilities, and a solid understanding of technical concepts related to our client's products/services. You will need to be comfortable navigating multiple systems and documenting interactions effectively. Responsibilities include:
- Responding to customer inquiries and resolving issues via phone, email, and chat channels.
- Providing technical troubleshooting assistance for product-related problems.
- Guiding customers through product setup, usage, and feature explanations.
- Diagnosing and resolving technical issues efficiently and effectively.
- Documenting all customer interactions, issues, and resolutions in the CRM system.
- Escalating complex technical problems to higher-level support or engineering teams when necessary.
- Identifying patterns in customer issues and providing feedback to product development teams.
- Maintaining a high level of customer satisfaction through excellent service.
- Staying up-to-date on product knowledge and support procedures.
- Contributing to the development of support documentation, FAQs, and knowledge base articles.
- Adhering to company service level agreements (SLAs) for response and resolution times.
- Proactively identifying opportunities to improve the customer experience.
- Participating in team meetings and training sessions.
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Service & Technical Support Specialist
20200 Kapsuser
KES180000 Annually
WhatJobs
Posted 15 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and highly skilled Senior Customer Service & Technical Support Specialist to join their remote team. In this role, you will be the frontline of support, assisting customers with complex technical issues and ensuring a high level of satisfaction. You will leverage your deep product knowledge and troubleshooting expertise to resolve inquiries efficiently and effectively across various communication channels (phone, email, chat, ticketing systems). This is a remote-first position, requiring excellent communication skills, strong problem-solving abilities, and the capacity to work independently while collaborating with internal teams.
Responsibilities:
Responsibilities:
- 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.
This advertiser has chosen not to accept applicants from your region.
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