162 Technical Support Specialist jobs in Nairobi
Technical Support Specialist
Nairobi, Nairobi
KES600000 - KES1200000 Y
Dechans Enterprises Co., Limited
Posted today
Job Viewed
Job Description
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
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0
Senior Technical Support Specialist
00500 Nairobi, Nairobi
KES150000 Annually
WhatJobs
Posted 8 days ago
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Job Description
Our client is seeking an exceptional Senior Technical Support Specialist to join their customer-centric team. This fully remote role is ideal for an individual with a passion for technology and a dedication to providing outstanding customer service. You will be the primary point of contact for complex technical issues, troubleshooting and resolving problems for our diverse user base. Responsibilities include diagnosing and resolving hardware, software, and network issues, escalating unresolved problems to appropriate technical teams, and documenting all support interactions and solutions accurately in our ticketing system. You will also contribute to the development of knowledge base articles, FAQs, and training materials to empower users and support staff. This role requires strong analytical and problem-solving skills, with the ability to explain technical concepts clearly to non-technical users. You will mentor junior support technicians, share best practices, and contribute to improving support processes and efficiency. The ability to manage multiple priorities and work effectively under pressure in a remote environment is essential. You will leverage various remote support tools and platforms to deliver seamless assistance. The ideal candidate will have extensive experience in technical support, with a deep understanding of operating systems, common applications, and network protocols. Certifications such as CompTIA A+, Network+, or ITIL are a plus. Excellent communication, interpersonal, and customer service skills are paramount. You will play a crucial role in ensuring customer satisfaction and retention by providing timely, effective, and empathetic technical assistance. This is a fantastic opportunity to grow your career in a supportive, remote setting, contributing significantly to our commitment to world-class customer support. If you are a proactive problem-solver who thrives on helping others and possesses advanced technical troubleshooting abilities, we invite you to join our dedicated team and make a real difference in our customers' experience.
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1
Senior Technical Support Specialist
80100 Nairobi, Nairobi
KES55000 Annually
WhatJobs
Posted 9 days ago
Job Viewed
Job Description
Our client is looking for a seasoned Senior Technical Support Specialist to join their dynamic team, offering a hybrid work arrangement. This role is integral to ensuring our clients receive exceptional technical assistance and prompt resolution to their issues. You will be responsible for handling escalated customer inquiries, diagnosing complex technical problems across various software and hardware platforms, and providing detailed guidance to both end-users and junior support staff. The ideal candidate possesses a strong aptitude for problem-solving, excellent communication skills, and a comprehensive understanding of IT systems and applications. Your ability to empathize with customers and articulate technical solutions clearly will be paramount.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat.
- Troubleshoot and resolve complex hardware, software, and network issues.
- Escalate unresolved issues to appropriate technical teams or engineers, ensuring clear documentation.
- Develop and maintain a knowledge base of common issues and their solutions.
- Train and mentor junior technical support representatives.
- Analyze support trends to identify recurring problems and suggest preventative measures.
- Assist in the testing and deployment of new software and hardware.
- Ensure customer satisfaction by providing timely and effective resolutions.
- Participate in on-call rotation for urgent support needs.
- Document all support interactions and resolutions accurately.
- Contribute to the improvement of support processes and tools.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- A minimum of 4 years of experience in technical support or a similar role.
- In-depth knowledge of operating systems (Windows, macOS, Linux) and common business applications.
- Familiarity with networking concepts (TCP/IP, DNS, DHCP).
- Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent problem-solving and diagnostic skills.
- Strong verbal and written communication abilities.
- Customer-centric attitude with a passion for helping others.
- Ability to work independently and as part of a team.
- Experience with cloud platforms (AWS, Azure) is a plus.
- Adaptability to learn new technologies quickly.
This advertiser has chosen not to accept applicants from your region.
2
Senior Technical Support Specialist
80100 Nairobi, Nairobi
KES680000 Annually
WhatJobs
Posted 15 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dedicated Senior Technical Support Specialist to join their fully remote customer service team. This role is crucial in providing exceptional technical assistance and ensuring high levels of customer satisfaction. The ideal candidate will possess deep knowledge of our client's products and services, coupled with outstanding problem-solving and communication skills. You will be responsible for handling complex technical issues escalated from the first-tier support, diagnosing problems, and providing effective solutions. Responsibilities include: responding to customer inquiries via phone, email, and chat, troubleshooting hardware and software issues, guiding users through step-by-step solutions, documenting technical problems and their resolutions, creating and maintaining knowledge base articles, training junior support staff, identifying recurring issues and providing feedback to product development teams, and contributing to the continuous improvement of support processes. We are looking for an individual who is patient, empathetic, and highly organized, with a passion for helping others. The ability to work independently, manage time effectively, and collaborate seamlessly with a distributed team is essential. This position offers the flexibility to work from anywhere, with a nominal connection to **Mombasa, Mombasa, KE**, allowing you to balance your work and personal life. If you have a strong technical aptitude, excellent customer service skills, and are looking for a challenging remote role where you can make a real difference, we encourage you to apply.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat.
- Diagnose and resolve complex hardware, software, and network issues.
- Guide customers through troubleshooting steps and product usage.
- Document all customer interactions, issues, and resolutions accurately.
- Create and update knowledge base articles and support documentation.
- Identify trends in customer issues and provide feedback to product and engineering teams.
- Mentor and assist junior technical support staff.
- Ensure a high level of customer satisfaction through effective problem-solving.
- Contribute to the development and refinement of support processes and tools.
- 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 or helpdesk roles.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Proven ability to troubleshoot complex technical problems.
- Excellent communication, listening, and interpersonal skills.
- Strong customer service orientation and a patient, empathetic demeanor.
- Ability to work independently and manage workload effectively in a remote environment.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
This advertiser has chosen not to accept applicants from your region.
3
Senior Technical Support Specialist
80100 Nairobi, Nairobi
KES180000 Annually
WhatJobs
Posted 18 days ago
Job Viewed
Job Description
Our client is actively recruiting a Senior Technical Support Specialist to be part of their globally distributed, fully remote customer service and helpdesk team. In this role, you will provide advanced technical assistance to customers, resolving complex hardware, software, and network issues. You will be the primary point of contact for escalated customer inquiries, requiring deep technical expertise and exceptional problem-solving skills. The ideal candidate will have extensive experience in diagnosing and troubleshooting a wide range of technical problems, effectively communicating technical information to both technical and non-technical users. Responsibilities include managing support tickets, documenting solutions, identifying trends in customer issues, and providing feedback to product development teams. You will also be involved in creating and updating knowledge base articles and training materials for junior support staff. Collaboration with other remote support tiers and engineering teams will be crucial to ensure swift and accurate resolution of issues. A proactive approach to customer satisfaction and a commitment to delivering outstanding service are essential. This position requires strong analytical skills, the ability to work independently under pressure, and proficiency with remote support tools and ticketing systems. We are seeking an individual with a passion for technology and helping others, who thrives in a fast-paced, remote-first environment. This is an excellent opportunity to leverage your technical acumen and customer service skills to make a significant impact on customer success and product improvement from your home office.
Key Responsibilities:
Key Responsibilities:
- Provide Tier 2/3 technical support for escalated customer issues via phone, email, and chat.
- Diagnose and resolve complex hardware, software, and network problems.
- Manage and prioritize support tickets to ensure timely resolution.
- Document all support interactions and resolutions accurately in the CRM system.
- Develop and maintain comprehensive knowledge base articles and FAQs.
- Identify recurring issues and provide feedback to product and engineering teams for improvement.
- Assist in training and mentoring junior technical support staff.
- Collaborate effectively with internal teams to ensure a seamless customer experience.
- Contribute to the continuous improvement of support processes and tools.
- Ensure high levels of customer satisfaction through expert and empathetic support.
This advertiser has chosen not to accept applicants from your region.
4
Remote Technical Support Specialist
80100 Nairobi, Nairobi
KES48000 Annually
WhatJobs
Posted 18 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and customer-focused Remote Technical Support Specialist to provide exceptional assistance to users. In this fully remote role, you will be the first point of contact for troubleshooting technical issues, resolving customer queries, and ensuring a positive user experience. Your responsibilities will include diagnosing hardware and software problems, guiding users through step-by-step solutions, and escalating complex issues to appropriate teams when necessary. You will maintain detailed records of customer interactions and resolutions in our ticketing system. The ideal candidate possesses strong technical aptitude, excellent communication and interpersonal skills, and a patient, empathetic approach to customer service. Proficiency in troubleshooting common operating systems, software applications, and network connectivity issues is essential. Experience with remote support tools and knowledge bases is a significant advantage. You will be expected to manage your workload efficiently, prioritize tickets, and meet established service level agreements (SLAs). This role requires a self-starter who can work independently and collaboratively within a virtual team environment. A passion for technology and a genuine desire to help others are crucial for success. This is a fantastic opportunity to join a growing company and contribute to its reputation for outstanding customer support, all while enjoying the flexibility of a remote work arrangement. Although this position supports users globally, the primary operational focus relates to the **Mombasa, Mombasa, KE** area. We are looking for individuals who are reliable, possess excellent active listening skills, and are committed to delivering high-quality technical support. You will be a key ambassador for our client's brand, ensuring that every customer interaction is professional and satisfactory. The ability to explain technical concepts in clear, understandable terms is vital.
This advertiser has chosen not to accept applicants from your region.
5
Senior Technical Support Specialist
80100 Nairobi, Nairobi
KES95000 Annually
WhatJobs
Posted 18 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Senior Technical Support Specialist to join their fully remote customer service team. This role is crucial for providing advanced technical assistance and resolving complex issues for a diverse user base. You will be responsible for troubleshooting hardware, software, and network problems, guiding customers through step-by-step solutions, and escalating issues to higher-level support teams when necessary. The ideal candidate will possess a deep understanding of common operating systems, software applications, and network protocols. Excellent diagnostic and problem-solving skills are paramount. You should be adept at communicating technical information clearly and concisely to both technical and non-technical users. Responsibilities include managing support tickets, documenting solutions in a knowledge base, and contributing to the continuous improvement of support processes. This position requires strong analytical abilities, patience, and a customer-centric approach. Experience with remote support tools and technologies is essential. You will be an integral part of a team dedicated to ensuring customer satisfaction and minimizing downtime. This is a fantastic opportunity to utilize your technical expertise in a remote capacity, supporting users across various regions, including those based in Mombasa, Mombasa, KE .
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6
Senior Technical Support Specialist
80100 Nairobi, Nairobi
KES100000 Annually
WhatJobs
Posted 18 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is seeking a highly skilled and experienced Senior Technical Support Specialist to join their fully remote global support team. This role is essential in providing expert-level technical assistance to customers, resolving complex issues, and ensuring customer satisfaction and retention. You will be responsible for troubleshooting software applications, hardware, and network-related problems, guiding users through diagnostic steps, and escalating issues to engineering teams when necessary. The ideal candidate will possess a Bachelor's degree in Information Technology, Computer Science, or a related field, coupled with significant experience in technical support, preferably in a SaaS environment. A deep understanding of operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and common software applications is required. You should have strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently. Excellent communication skills, both written and verbal, are crucial for explaining technical concepts clearly to non-technical users and for documenting support interactions accurately. This is a remote position, requiring a dedicated home office setup, self-discipline, and the ability to work independently while collaborating effectively with a distributed team. Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is essential. You will also contribute to the creation and maintenance of support documentation, knowledge base articles, and customer training materials. The ability to handle high-pressure situations calmly and professionally is vital. If you are a customer-focused IT professional with a passion for technology and a commitment to providing outstanding support, this remote role offers a fantastic opportunity to grow your career with a forward-thinking company.
Responsibilities:
Responsibilities:
- Provide expert-level technical support to customers via phone, email, and chat.
- Troubleshoot and resolve complex software, hardware, and network issues.
- Guide customers through step-by-step solutions for technical problems.
- Diagnose and identify root causes of reported issues.
- Escalate unresolved issues to appropriate engineering or development teams.
- Document all support interactions, resolutions, and customer feedback accurately.
- Contribute to the development and maintenance of knowledge base articles and FAQs.
- Identify trends in customer issues and provide feedback for product improvement.
- Assist in training junior support staff.
- Maintain a high level of customer satisfaction and uphold service level agreements.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in technical support or IT helpdesk roles.
- Strong knowledge of operating systems (Windows, macOS, Linux) and networking concepts.
- Proficiency with common software applications and SaaS platforms.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Management).
- Excellent problem-solving and analytical abilities.
- Superior communication and interpersonal skills.
- Ability to work independently and manage time effectively in a remote environment.
- Customer-centric attitude and a passion for helping others.
This advertiser has chosen not to accept applicants from your region.
7
Senior Technical Support Specialist
80100 Nairobi, Nairobi
KES180000 Annually
WhatJobs
Posted 18 days ago
Job Viewed
Job Description
Our client, a rapidly expanding software company, is seeking a dedicated and experienced Senior Technical Support Specialist to join our fully remote customer service and helpdesk team. This role is critical in providing exceptional technical assistance to our diverse customer base, ensuring timely resolution of issues and fostering customer satisfaction. You will be responsible for troubleshooting complex software and hardware problems, guiding users through step-by-step solutions, and documenting technical issues and resolutions. A strong understanding of our product suite and common IT infrastructure is essential.
Key responsibilities include responding to customer inquiries via multiple channels (email, chat, phone), diagnosing and resolving technical faults, escalating unresolved issues to appropriate internal teams, and maintaining accurate customer support records in our ticketing system. You will also contribute to the creation and maintenance of our knowledge base, developing clear and concise help articles and FAQs. Proactive engagement in identifying trends in customer issues and suggesting product improvements will be highly valued.
This is a fully remote position, requiring excellent communication, problem-solving, and interpersonal skills. You must be highly organized, self-motivated, and capable of managing your workload effectively in a virtual environment. The ideal candidate will have a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support or a helpdesk role is required, with proven experience supporting complex software applications.
Proficiency with operating systems (Windows, macOS, Linux), networking concepts, and common productivity software is mandatory. Experience with remote support tools and customer relationship management (CRM) software is essential. Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users, are crucial. We seek a patient, empathetic, and technically adept individual who is passionate about delivering outstanding customer support from their home office.
Join our client's collaborative remote support team and become an essential part of ensuring our customers have a seamless experience with our products.
Location: Mombasa, Mombasa, KE (Remote First)
Key responsibilities include responding to customer inquiries via multiple channels (email, chat, phone), diagnosing and resolving technical faults, escalating unresolved issues to appropriate internal teams, and maintaining accurate customer support records in our ticketing system. You will also contribute to the creation and maintenance of our knowledge base, developing clear and concise help articles and FAQs. Proactive engagement in identifying trends in customer issues and suggesting product improvements will be highly valued.
This is a fully remote position, requiring excellent communication, problem-solving, and interpersonal skills. You must be highly organized, self-motivated, and capable of managing your workload effectively in a virtual environment. The ideal candidate will have a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support or a helpdesk role is required, with proven experience supporting complex software applications.
Proficiency with operating systems (Windows, macOS, Linux), networking concepts, and common productivity software is mandatory. Experience with remote support tools and customer relationship management (CRM) software is essential. Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users, are crucial. We seek a patient, empathetic, and technically adept individual who is passionate about delivering outstanding customer support from their home office.
Join our client's collaborative remote support team and become an essential part of ensuring our customers have a seamless experience with our products.
Location: Mombasa, Mombasa, KE (Remote First)
This advertiser has chosen not to accept applicants from your region.
8
Lead Remote Technical Support Specialist
80200 Nairobi, Nairobi
KES95000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client is seeking an experienced and solutions-oriented Lead Remote Technical Support Specialist to manage their customer service and technical assistance operations. This role is fully remote, allowing you to provide expert support from your home office. You will be the primary point of contact for resolving complex technical issues for our client's user base, ensuring customer satisfaction and minimal disruption. Key responsibilities include troubleshooting hardware and software problems, guiding users through step-by-step solutions, diagnosing and repairing faults, and escalating unresolved issues to appropriate technical teams. You will also be involved in developing and maintaining a knowledge base, creating support documentation, and training junior support staff. The ideal candidate possesses a deep understanding of IT infrastructure, operating systems, network protocols, and common software applications. Exceptional customer service skills, patience, and the ability to explain technical concepts clearly to non-technical users are paramount. Strong problem-solving and analytical skills are essential to quickly identify root causes and implement effective solutions. Experience with ticketing systems, remote access tools, and CRM software is required. This is an excellent opportunity for a motivated individual to take on a leadership role in a remote support environment, shaping the customer experience and contributing to the operational efficiency of our client. You will be instrumental in maintaining high standards of support, driving continuous improvement, and ensuring a seamless technical experience for all users, impacting services potentially related to Malindi, Kilifi, KE . A proactive approach to identifying potential issues and implementing preventative measures is highly valued.
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9