6 Technicians jobs in Naivasha
Remote Technical Support Lead
20111 Naivasha, Rift Valley
KES85000 Annually
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Our client is looking for a skilled and customer-focused Remote Technical Support Lead to guide their support team. This is a fully remote role, offering a fantastic opportunity to manage and mentor a team of support professionals from your home office. You will be responsible for overseeing daily support operations, ensuring timely and effective resolution of customer inquiries and technical issues across various platforms. Your duties will include managing support ticket queues, escalating complex problems, and developing knowledge base articles and troubleshooting guides. You will also play a key role in training and onboarding new support staff, and continuously evaluating team performance to identify areas for improvement. Strong leadership abilities, excellent communication skills, and a deep understanding of customer service best practices are paramount. You will champion a customer-centric approach and ensure high levels of customer satisfaction. The ideal candidate will have a proven track record in technical support, with at least two years of experience in a lead or supervisory role. Familiarity with CRM systems, ticketing software, and remote support tools is essential. A background in IT, computer science, or a related field is advantageous. You must be adept at motivating a remote team, fostering a collaborative environment, and driving service excellence. This position is critical for maintaining our client's reputation for outstanding customer support and technical assistance.
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Remote Technical Support Specialist
20100 Naivasha, Rift Valley
KES55000 Annually
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Our client is seeking a proficient and customer-oriented Remote Technical Support Specialist to provide expert assistance and troubleshooting for their products and services. This role is essential for ensuring client satisfaction and resolving technical issues efficiently. You will be the first point of contact for customers seeking technical support, diagnosing and resolving hardware, software, and network issues via phone, email, and chat. Key responsibilities include guiding users through step-by-step solutions, documenting customer interactions and technical issues, and escalating complex problems to higher-level support teams when necessary. You will also contribute to the knowledge base by creating and updating support articles and FAQs. This is a fully remote position, requiring excellent communication skills, patience, and the ability to explain technical concepts clearly to users with varying levels of technical expertise. Strong problem-solving skills and a logical approach to troubleshooting are crucial. You must be proficient with operating systems, common software applications, and basic networking principles. Experience with ticketing systems and remote support tools is a must. You will need to manage your workload effectively, prioritize requests, and maintain a high level of customer service. The ability to work independently, adapt to new technologies, and contribute to a positive team environment is highly valued. Join our dedicated support team and help our customers succeed.
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Senior Technical Support Specialist (Remote)
20104 Naivasha, Rift Valley
KES90000 Annually
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Our client is seeking a seasoned Senior Technical Support Specialist to provide exceptional remote technical assistance to their users. This role is entirely remote, requiring you to be a self-starter with excellent problem-solving skills and a commitment to customer satisfaction. You will be the first point of contact for users experiencing technical difficulties, diagnosing and resolving a wide range of hardware, software, and network issues. This position demands strong communication skills, both written and verbal, to effectively guide users through troubleshooting steps. You will also be responsible for documenting solutions, creating knowledge base articles, and escalating complex issues to higher support tiers.
Key responsibilities include:
The ideal candidate will have a High School Diploma or equivalent, with relevant technical certifications (e.g., CompTIA A+, Network+) being a strong asset. A minimum of 4 years of experience in technical support or a similar customer-facing IT role is required. Proficiency in troubleshooting operating systems (Windows, macOS) and common applications is essential. Familiarity with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow) is necessary. Excellent active listening, empathy, and customer service skills are paramount. You must be patient, methodical, and able to explain technical concepts clearly to non-technical users. Strong problem-solving and analytical skills are critical. This is a fantastic opportunity to join a supportive team and make a real difference in user experience through exceptional remote support.
Key responsibilities include:
- Providing first-level technical support and troubleshooting via phone, email, and chat.
- Diagnosing and resolving hardware, software, and network issues for end-users.
- Guiding users through step-by-step solutions and providing clear instructions.
- Escalating unresolved issues to appropriate support teams or senior technicians.
- Documenting all support interactions, troubleshooting steps, and resolutions in the ticketing system.
- Creating and maintaining knowledge base articles and FAQs.
- Identifying recurring issues and recommending preventative solutions.
- Assisting with user account management and software installations.
- Gathering user feedback to improve support services.
- Staying updated on product knowledge and technical advancements.
The ideal candidate will have a High School Diploma or equivalent, with relevant technical certifications (e.g., CompTIA A+, Network+) being a strong asset. A minimum of 4 years of experience in technical support or a similar customer-facing IT role is required. Proficiency in troubleshooting operating systems (Windows, macOS) and common applications is essential. Familiarity with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow) is necessary. Excellent active listening, empathy, and customer service skills are paramount. You must be patient, methodical, and able to explain technical concepts clearly to non-technical users. Strong problem-solving and analytical skills are critical. This is a fantastic opportunity to join a supportive team and make a real difference in user experience through exceptional remote support.
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Remote Tier 2 Technical Support Specialist
20116 Naivasha, Rift Valley
KES70000 Annually
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Our client is seeking a highly skilled and customer-centric Remote Tier 2 Technical Support Specialist to join our dynamic virtual support team. This fully remote position is critical in providing advanced technical assistance to our clients, resolving complex hardware, software, and network issues. You will be the primary point of escalation for complex technical problems that cannot be resolved by Tier 1 support. Responsibilities include diagnosing and troubleshooting intricate technical problems, guiding end-users through step-by-step solutions, documenting all support activities and resolutions accurately in our ticketing system, and escalating unresolved issues to the appropriate engineering teams. The ideal candidate will possess a strong understanding of operating systems (Windows, macOS, Linux), network protocols (TCP/IP, DNS, DHCP), and common software applications. Excellent problem-solving skills, a patient and methodical approach to troubleshooting, and superior communication abilities are essential for effectively assisting clients remotely. You should have a proven ability to manage multiple priorities, work independently, and contribute positively to a remote team environment. A relevant IT certification (e.g., CompTIA A+, Network+, CCNA) or equivalent experience is highly preferred. We are looking for individuals who are passionate about technology and dedicated to delivering exceptional customer service. This role offers the flexibility to work from home while making a tangible difference in client satisfaction.
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3
Senior Customer Support Specialist - Technical
20116 Naivasha, Rift Valley
KES280000 Annually
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Our client is seeking a highly skilled and experienced Senior Customer Support Specialist with a technical aptitude to join their fully remote customer service team. In this role, you will be a primary point of contact for customers needing assistance with our client's technical products and services. You will leverage your expertise to resolve complex issues, provide in-depth guidance, and contribute to improving the overall customer experience.
As a remote employee, you will manage customer inquiries through various channels, including email, chat, and phone, ensuring timely and effective resolutions. This position requires a proactive approach to problem-solving, excellent communication skills, and a genuine commitment to customer satisfaction.
Key Responsibilities:
Qualifications:
If you are a motivated individual with a passion for technology and exceptional customer service skills, this remote role is an excellent opportunity for you to grow your career.
As a remote employee, you will manage customer inquiries through various channels, including email, chat, and phone, ensuring timely and effective resolutions. This position requires a proactive approach to problem-solving, excellent communication skills, and a genuine commitment to customer satisfaction.
Key Responsibilities:
- Provide advanced technical support and troubleshooting for customer inquiries related to our client's products/services.
- Respond to customer queries promptly and professionally via email, phone, and chat.
- Diagnose and resolve complex technical issues, escalating when necessary to appropriate internal teams.
- Document customer interactions, technical issues, and resolutions accurately in the CRM system.
- Develop and maintain knowledge base articles and FAQs to assist customers and support agents.
- Identify recurring issues and provide feedback to product development and engineering teams for improvement.
- Train and mentor junior customer support representatives.
- Proactively engage with customers to ensure satisfaction and identify potential issues.
- Contribute to the development and refinement of support processes and best practices.
- Monitor customer support queues and ensure service level agreements (SLAs) are met.
Qualifications:
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 3 years of experience in a customer support or technical support role, with at least 1 year in a senior capacity.
- Proven ability to troubleshoot and resolve technical issues effectively.
- Strong understanding of software applications, hardware, and networking concepts.
- Excellent written and verbal communication skills.
- Proficiency in using helpdesk software and CRM systems.
- Ability to work independently, manage time effectively, and maintain a high level of productivity in a remote environment.
- Customer-centric mindset with a passion for helping others.
- Experience in (Specific Industry relevant to client, e.g., SaaS, E-commerce) is a plus.
If you are a motivated individual with a passion for technology and exceptional customer service skills, this remote role is an excellent opportunity for you to grow your career.
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4
Senior Customer Support Specialist - Technical Software
20100 Naivasha, Rift Valley
KES60000 month
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Our client is seeking a highly experienced and empathetic Senior Customer Support Specialist to join their remote-first customer service team. In this vital role, you will be the primary point of contact for clients experiencing technical challenges with our innovative software solutions. You will provide exceptional support, guiding users through troubleshooting steps, resolving complex issues, and ensuring a positive customer experience. This position requires a deep understanding of technical software, excellent communication skills, and the ability to diagnose and articulate technical problems clearly and concisely. You will be expected to manage incoming support requests via multiple channels, including email, chat, and phone, prioritizing urgent issues and maintaining a high level of responsiveness. Documentation of customer interactions, bug reporting, and knowledge base contributions are key components of this role. You will also play a crucial part in identifying trends in customer issues and providing feedback to the product development team for service improvements. The ideal candidate thrives in a fast-paced, collaborative remote environment, demonstrates strong problem-solving abilities, and is dedicated to customer satisfaction. Your ability to empathize with customers, de-escalate tense situations, and find effective solutions will be essential for success. Join our growing team and contribute to delivering outstanding support that differentiates our brand in the market. We are looking for individuals who are passionate about technology and helping others succeed. This role offers the flexibility of working from anywhere within Kenya, provided you have a reliable internet connection and a dedicated workspace. Your contribution will directly impact customer retention and overall satisfaction.
Responsibilities:
Responsibilities:
- Provide comprehensive technical support to customers via various communication channels.
- Troubleshoot and resolve software-related issues efficiently and effectively.
- Document customer interactions, technical problems, and resolutions accurately.
- Contribute to the development and maintenance of a robust knowledge base.
- Identify recurring customer issues and provide feedback to the product team.
- Manage customer escalations and ensure timely resolution.
- Maintain a high level of customer satisfaction through excellent service.
- Adhere to service level agreements (SLAs) and internal quality standards.
- Proven experience in customer support, preferably in a technical or software environment.
- Strong understanding of software applications and troubleshooting methodologies.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users.
- Proficiency in customer relationship management (CRM) software.
- Demonstrated problem-solving and critical thinking abilities.
- Experience with ticketing systems and remote support tools.
- Ability to work autonomously and manage workload effectively in a remote setup.
- A background in IT support or a related field is advantageous.
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