783 Ticketing Support jobs in Kenya
Technical Support Specialist
30700 Mumbuni
KES70000 Annually
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Our client is looking for a highly motivated and customer-focused Technical Support Specialist to provide remote assistance to their users. This is a full-time, fully remote position, allowing you to support clients from the comfort of your home office. You will be the primary point of contact for users experiencing technical difficulties with our client's software and systems. Your role will involve troubleshooting a wide range of technical issues, guiding users through step-by-step solutions, and ensuring timely resolution of support requests. The ideal candidate will possess strong analytical and problem-solving skills, excellent communication abilities, and a patient, empathetic approach to customer service. You should have a solid understanding of common hardware and software issues, operating systems, and network configurations. Proficiency in using remote support tools and ticketing systems is essential. Responsibilities include accurately diagnosing technical problems, documenting support interactions, escalating complex issues to higher levels of support when necessary, and contributing to the knowledge base with solutions and guides. This role requires the ability to manage multiple support tickets simultaneously, prioritize tasks effectively, and maintain a high level of customer satisfaction in a fast-paced remote environment. A passion for technology and a commitment to delivering exceptional support are key to success in this position.
Key Responsibilities:
Key Responsibilities:
- Provide remote technical support to users via phone, email, and chat.
- Diagnose and resolve hardware, software, and network issues.
- Guide users through troubleshooting steps and solutions.
- Document all support interactions and resolutions in a ticketing system.
- Escalate unresolved issues to appropriate teams.
- Assist in the creation and maintenance of support documentation and FAQs.
- Identify recurring technical problems and suggest preventative measures.
- Ensure customer satisfaction through effective and timely support.
- Maintain a strong understanding of the client's products and services.
- Adhere to support service level agreements (SLAs).
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0
Technical Support Lead
60501 Meru , Eastern
KES120000 Annually
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Our client is seeking a highly skilled and customer-focused Technical Support Lead to manage their remote support operations. This role is critical in ensuring our clients receive timely and effective technical assistance. You will be responsible for leading a team of support specialists, overseeing the resolution of complex technical issues, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong technical background, excellent problem-solving abilities, and proven leadership experience. Key responsibilities include managing the support ticket queue, providing Tier 2 and Tier 3 technical support, developing troubleshooting guides and knowledge base articles, and identifying trends in customer issues to drive product improvements. You will also be responsible for training and mentoring support staff, ensuring adherence to service level agreements (SLAs), and contributing to the continuous improvement of support processes. As this is a fully remote position, exceptional communication skills, self-discipline, and the ability to manage a distributed team are essential. Your expertise will be vital in maintaining smooth operations and delivering an outstanding support experience for our client's users.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and manage a team of remote technical support specialists.
- Oversee the resolution of complex customer technical issues.
- Provide Tier 2 and Tier 3 technical support.
- Develop and maintain technical troubleshooting guides and knowledge base articles.
- Monitor and analyze support ticket data to identify trends and areas for improvement.
- Train and mentor junior support staff.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Collaborate with engineering and product teams to resolve escalated issues.
- Manage customer escalations and ensure timely resolution.
- Contribute to the development of support processes and best practices.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 5 years of experience in technical support or IT helpdesk roles.
- At least 2 years of experience in a leadership or supervisory role.
- Strong technical proficiency in diagnosing and resolving hardware and software issues.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Management).
- Excellent problem-solving, analytical, and communication skills.
- Proven ability to manage and motivate a remote team.
- Customer-centric approach with a commitment to providing exceptional service.
- Ability to work independently and manage time effectively in a remote environment.
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1
Technical Support Specialist
01001 Abothuguchi West
KES55000 Annually
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Our client, a leading provider of cloud-based software solutions, is seeking a skilled and customer-focused Technical Support Specialist for a fully remote position. In this role, you will be the primary point of contact for customers seeking assistance with our software products. You will diagnose and resolve technical issues, provide guidance on product usage, and ensure a high level of customer satisfaction. Your ability to communicate complex technical information clearly and concisely will be essential for success. Key Responsibilities:
- Provide technical support to customers via email, phone, and chat, addressing inquiries and resolving issues promptly.
- Diagnose and troubleshoot software-related problems, including installation, configuration, and usage issues.
- Guide customers through product features, functionalities, and best practices.
- Escalate complex technical issues to higher-level support or engineering teams when necessary.
- Document customer interactions, issues, and resolutions in a ticketing system.
- Create and update knowledge base articles and FAQs to empower customers and support self-service.
- Identify recurring issues and provide feedback to the product development team for potential improvements.
- Maintain a high level of customer satisfaction through effective problem-solving and communication.
- Adhere to established service level agreements (SLAs) for response and resolution times.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Proven experience in technical support or customer service, preferably in a software environment.
- Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
- Excellent troubleshooting and problem-solving skills.
- Exceptional communication, interpersonal, and active listening skills.
- Ability to explain technical concepts to non-technical users.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and manage time effectively in a remote, fast-paced environment.
- A passion for technology and helping customers succeed.
This advertiser has chosen not to accept applicants from your region.
2
Technical Support Engineer
01001 Makongeni
KES60000 Annually
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Our client is seeking a skilled and customer-focused Technical Support Engineer to join their growing team. This is a fully remote position, providing essential technical assistance and troubleshooting for our clients' software products. The ideal candidate will have a strong technical background, excellent problem-solving abilities, and a passion for delivering outstanding customer service. You will be the first point of contact for clients experiencing technical difficulties, ensuring their issues are resolved efficiently and effectively.
Key responsibilities include:
Key responsibilities include:
- Providing timely and accurate technical support to customers via phone, email, and chat.
- Diagnosing and resolving software and hardware issues.
- Guiding users through step-by-step solutions to complex technical problems.
- Escalating unresolved issues to the appropriate internal teams, such as development or engineering.
- Documenting technical issues, solutions, and customer interactions in a support ticketing system.
- Creating and maintaining technical documentation, FAQs, and knowledge base articles.
- Identifying recurring technical issues and suggesting product improvements to the development team.
- Assisting with the installation, configuration, and deployment of software products.
- Proactively monitoring systems and responding to alerts.
- Gathering customer feedback to improve the overall customer experience.
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Minimum of 2 years of experience in technical support or a similar customer-facing IT role.
- Proficiency in troubleshooting operating systems (Windows, macOS, Linux) and common software applications.
- Familiarity with networking concepts (TCP/IP, DNS, VPN).
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk).
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and analytical abilities.
- Ability to explain technical concepts to non-technical users.
- Customer-focused mindset with a commitment to providing exceptional service.
- Ability to work independently and manage time effectively in a remote environment.
- Knowledge of cloud computing platforms (AWS, Azure) is a plus.
This advertiser has chosen not to accept applicants from your region.
3
Technical Support Engineer
20200 Kapsuser
KES70000 month
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Our client is looking for a dedicated and technically proficient Technical Support Engineer to join their growing team. This role is primarily based in Kericho, but offers a hybrid work model, allowing for a blend of in-office and remote work days. You will be responsible for providing advanced technical assistance to customers, diagnosing and resolving hardware and software issues, and ensuring customer satisfaction. Your duties will include responding to escalated support tickets, conducting remote troubleshooting sessions, and collaborating with engineering teams to identify root causes of problems. You will also be involved in creating and maintaining technical documentation, user guides, and knowledge base articles. The ideal candidate will have a strong background in IT support, excellent problem-solving skills, and a deep understanding of networking, operating systems, and common software applications. Familiarity with ticketing systems and remote support tools is essential. A bachelor's degree in Computer Science, Information Technology, or a related field, along with relevant certifications (e.g., CompTIA A+, Network+), is highly desirable. You should possess excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. This role offers a fantastic opportunity to grow your technical expertise and contribute to a client-focused organization. We are committed to fostering a supportive work environment that balances productivity with employee well-being.
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4
Technical Support Specialist
20101 Mwembe
KES180000 Annually
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Job Description
Our client is seeking a dedicated and proficient Technical Support Specialist to provide exceptional assistance to our users. This is a fully remote position, allowing you to leverage your problem-solving skills from the comfort of your home. You will be the first point of contact for customers experiencing technical difficulties, diagnosing issues, and guiding them through step-by-step solutions. The ideal candidate will possess a strong understanding of hardware, software, and network troubleshooting, with excellent communication and customer service skills. You will be responsible for responding to support requests via phone, email, and chat, documenting technical issues and their resolutions, and escalating complex problems to higher support tiers when necessary. Key responsibilities include providing timely and accurate technical assistance, maintaining a high level of customer satisfaction, and contributing to the knowledge base by documenting common issues and solutions. You will also be involved in testing new software releases and providing feedback. This role requires patience, empathy, and the ability to explain technical concepts in a clear and understandable manner. You must be a self-motivated individual, capable of managing your workload efficiently in a remote environment and adhering to service level agreements. A passion for technology and helping others is essential.
Responsibilities:
Responsibilities:
- Provide first-level technical support to customers via phone, email, and chat.
- Diagnose and resolve hardware, software, and network issues.
- Guide users through step-by-step solutions and troubleshooting processes.
- Document all technical issues, user interactions, and resolutions in a ticketing system.
- Escalate unresolved issues to appropriate internal teams or senior support staff.
- Contribute to the development and maintenance of a knowledge base with FAQs and troubleshooting guides.
- Test and verify software updates and new features.
- Maintain a high level of customer satisfaction through excellent service.
- Stay up-to-date with product knowledge and technical advancements.
- Adhere to defined support protocols and service level agreements (SLAs).
- High school diploma or equivalent; Associate's or Bachelor's degree in Computer Science or a related field is preferred.
- Minimum of 2 years of experience in technical support or a similar customer-facing IT role.
- Proven ability to troubleshoot and resolve common technical issues.
- Familiarity with operating systems (Windows, macOS, Linux) and common software applications.
- Excellent communication, listening, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to work independently and manage time effectively in a remote setting.
- Customer-centric approach with a passion for helping others.
- Experience with remote support tools and ticketing systems.
- Basic understanding of networking concepts is a plus.
This advertiser has chosen not to accept applicants from your region.
5
Technical Support Specialist
70100 Moiben
KES50000 month
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Job Description
Our client is seeking a highly motivated and customer-focused Technical Support Specialist to join their fully remote team. In this role, you will be the first point of contact for customers experiencing technical issues with our products or services. Your primary objective is to provide timely, accurate, and effective technical assistance, ensuring a positive customer experience. You will troubleshoot software and hardware problems, guide users through solutions, and escalate complex issues when necessary. This is a dynamic, remote position requiring excellent communication and problem-solving skills.
Key Responsibilities:
Qualifications:
If you are passionate about technology and helping people, and you thrive in a remote work setting, this is the perfect opportunity for you to grow your career.
Key Responsibilities:
- Provide exceptional customer support via phone, email, and chat for technical inquiries.
- Diagnose and resolve hardware, software, and network issues efficiently.
- Guide customers through step-by-step solutions to technical problems.
- Document all customer interactions, issues, and resolutions in the ticketing system.
- Escalate unresolved issues to appropriate internal teams or senior technicians.
- Create and maintain knowledge base articles and FAQs to assist customers and internal teams.
- Identify recurring technical issues and provide feedback to product development teams for improvements.
- Proactively monitor customer systems and respond to alerts.
- Maintain a high level of customer satisfaction.
Qualifications:
- Proven experience in a technical support or customer service role.
- Strong knowledge of computer hardware, software, operating systems (Windows, macOS, Linux), and common applications.
- Excellent troubleshooting and problem-solving skills.
- Superb communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Ability to work independently, manage multiple tasks, and prioritize effectively in a remote environment.
- A strong customer service orientation and a patient, helpful attitude.
- Relevant technical certifications (e.g., CompTIA A+, Network+) are a plus.
If you are passionate about technology and helping people, and you thrive in a remote work setting, this is the perfect opportunity for you to grow your career.
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6
Technical Support Engineer
00101 Njiru Village
KES80000 month
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Job Description
Our client, a leading provider of IT solutions, is seeking a proactive and skilled Technical Support Engineer to join their dynamic team. This role offers a hybrid work model, allowing for a balance between remote work and occasional on-site collaboration. You will be responsible for providing advanced technical support to clients, diagnosing and resolving complex hardware, software, and network issues. Your primary objective is to ensure client satisfaction by delivering timely and effective technical assistance. Key responsibilities include troubleshooting system and application problems, installing and configuring hardware and software, managing IT infrastructure, and creating technical documentation and user guides. You will also be involved in training clients on new systems and providing ongoing support. This position requires a deep understanding of operating systems (Windows, macOS, Linux), networking protocols, and common IT hardware. Experience with cloud platforms (AWS, Azure) and virtualisation technologies is highly desirable. Excellent problem-solving abilities, strong communication skills, and the capacity to work under pressure are essential. You should be adept at working both independently and as part of a team. A Bachelor's degree in Computer Science, Information Technology, or a related field, along with relevant certifications (e.g., CompTIA A+, Network+, CCNA), is preferred. This is an excellent opportunity to grow your technical expertise and career in a company that values innovation and employee development. You will have the chance to work on diverse projects and collaborate with a talented group of professionals. The hybrid nature of this role means you will spend some days working remotely and others at our client's facilities near **Ongata Rongai, Kajiado, KE**, providing a flexible and engaging work environment.
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7
Technical Support Specialist
00200 Gathiruini
KES75000 Annually
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Job Description
Our client is searching for a dedicated and proficient Technical Support Specialist to provide exceptional remote assistance to their customer base. In this fully remote role, you will be the primary point of contact for customers experiencing technical issues with our products and services. Your responsibilities will include diagnosing hardware and software problems, guiding users through step-by-step solutions, and escalating complex issues to appropriate teams. You will utilize a variety of remote support tools, including ticketing systems, remote desktop software, and communication platforms, to deliver timely and effective support. The ideal candidate possesses strong troubleshooting skills, a customer-centric approach, and excellent communication abilities, both written and verbal. Patience, empathy, and the ability to explain technical concepts clearly to non-technical users are essential. Key duties involve maintaining detailed records of customer interactions and technical issues, contributing to knowledge base articles, and identifying recurring problems to suggest improvements in product design or documentation. This is a remote-first position, allowing you to contribute significantly to customer satisfaction from the comfort of your home office. You will be part of a supportive team environment, with opportunities for professional growth and development in the technical support field. A commitment to problem resolution and a passion for helping others are key attributes we are looking for. If you are a proactive problem-solver with a knack for technology and a desire to deliver outstanding customer experiences, we encourage you to apply.
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8
Technical Support Specialist
50200 Bungoma, Western
KES180000 month
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Posted today
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Job Description
Our client, a leading provider of innovative software solutions, is seeking a highly skilled and customer-focused Technical Support Specialist to join their fully remote support team. This role is essential in ensuring our clients receive timely and effective assistance to resolve technical issues and maximize their use of our products. You will be the first point of contact for customers experiencing technical difficulties, providing expert guidance and troubleshooting. Key responsibilities include diagnosing and resolving software-related problems through various channels (phone, email, chat), documenting customer interactions and solutions accurately in a ticketing system, and escalating complex issues to higher-level support teams when necessary. You will also be responsible for creating and updating knowledge base articles and FAQs to empower users and reduce support volume. The ideal candidate possesses excellent analytical and problem-solving skills, strong technical aptitude, and a deep understanding of customer service principles. Proficiency with ticketing systems (e.g., Zendesk, Freshdesk) and experience supporting SaaS products are essential. You must have exceptional communication skills, patience, and the ability to explain technical concepts clearly to non-technical users. This remote position demands a high level of self-motivation, organization, and the ability to manage workload efficiently while working independently. If you thrive in a fast-paced, technology-driven environment and are dedicated to providing outstanding customer support, this is an excellent opportunity to grow your career with a dynamic company. Your ability to troubleshoot effectively and ensure customer satisfaction will be paramount to the success of our support operations. We are looking for individuals who are proactive, empathetic, and possess a commitment to delivering exceptional service.
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