783 Tier 1 Support jobs in Kenya
Customer Support Specialist - Tier 2
00100 Njiru Village
KES45000 Annually
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Our client is seeking a highly motivated and experienced Tier 2 Customer Support Specialist to join their dynamic team. This role is based in **Ongata Rongai, Kajiado, KE**, and offers a hybrid work model, blending office-based collaboration with remote flexibility. As a Tier 2 Specialist, you will be instrumental in resolving complex customer inquiries and technical issues that cannot be handled by our first-line support team. You will engage with customers via phone, email, and chat, providing timely, accurate, and empathetic assistance. Key responsibilities include troubleshooting advanced software and hardware problems, escalating issues to the appropriate departments (e.g., engineering, product development) when necessary, documenting all interactions and resolutions meticulously in our CRM system, and contributing to the knowledge base by creating detailed troubleshooting guides and FAQs. You will also be involved in identifying recurring issues and providing feedback to improve product and service offerings. The ideal candidate possesses exceptional problem-solving skills, a strong technical aptitude, and a passion for delivering outstanding customer service. A minimum of 3 years of experience in a customer support or helpdesk role, preferably with exposure to IT systems and customer relationship management (CRM) software, is required. Excellent communication and interpersonal skills, fluency in English and Swahili, and the ability to work independently and as part of a team are essential. A proactive approach to learning new technologies and a commitment to exceeding customer expectations will set you apart.
Responsibilities:
Responsibilities:
- Respond to and resolve escalated customer support requests via phone, email, and chat.
- Diagnose and troubleshoot complex technical issues related to software, hardware, and network connectivity.
- Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
- Escalate unresolved issues to higher-level technical support or relevant departments.
- Develop and maintain technical documentation, user guides, and knowledge base articles.
- Identify trends in customer issues and provide feedback to product and engineering teams for service improvement.
- Provide training and support to junior customer service representatives.
- Ensure customer satisfaction by providing timely and effective solutions.
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- Minimum of 3 years of experience in a Tier 2 customer support or technical helpdesk role.
- Proficiency in troubleshooting common software and hardware problems.
- Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Excellent analytical and problem-solving skills.
- Strong verbal and written communication skills in English and Swahili.
- Ability to work effectively in a hybrid work environment.
- Customer-centric attitude and dedication to providing exceptional service.
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0
Remote Tier 2 Customer Support Specialist - SaaS
20201 Mwembe
KES300000 Annually
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Our client is a rapidly growing Software-as-a-Service (SaaS) company providing innovative solutions to businesses worldwide. We are seeking a highly skilled and customer-focused Tier 2 Customer Support Specialist to join our fully remote support team. In this role, you will be instrumental in resolving complex technical issues, ensuring our clients receive exceptional service and can maximize the value of our platform. This position is entirely remote, offering flexibility and the chance to work with a supportive, global team.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers experiencing issues with our SaaS platform, escalating to Tier 3 support when necessary.
- Diagnose, troubleshoot, and resolve complex software and system issues through various channels (phone, email, chat, ticketing system).
- Analyze customer feedback and technical data to identify root causes of recurring problems and suggest product improvements.
- Document technical solutions, troubleshooting steps, and customer interactions in the CRM/ticketing system.
- Develop and maintain comprehensive knowledge base articles and FAQs to empower customers and internal teams.
- Collaborate with product development and engineering teams to relay customer issues and feature requests.
- Assist in the training of new support staff and contribute to the continuous improvement of support processes.
- Proactively monitor system health and performance to identify and address potential issues before they impact customers.
- Ensure adherence to service level agreements (SLAs) and maintain high standards of customer satisfaction.
- Guide customers through product features, settings, and best practices to enhance their user experience.
- Maintain a professional and empathetic demeanor when interacting with customers, even in challenging situations.
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- 3+ years of experience in a Tier 2 or higher technical support role, preferably within the SaaS industry.
- Strong understanding of web technologies, databases, and cloud infrastructure.
- Proficiency in troubleshooting common software and hardware issues.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to manage multiple tasks and prioritize effectively in a fast-paced, remote environment.
- Strong analytical and problem-solving skills.
- A customer-centric attitude and a passion for providing outstanding support.
- Experience with specific technologies relevant to the client's product (e.g., APIs, specific programming languages) is a plus.
This advertiser has chosen not to accept applicants from your region.
1
Remote Customer Support Specialist - Tier 2
70100 Moiben
KES65000 Annually
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Our client is seeking a highly motivated and experienced Remote Customer Support Specialist to join their dynamic virtual team. This role is pivotal in providing exceptional technical assistance and resolving complex customer inquiries. You will be responsible for troubleshooting software and hardware issues, guiding customers through product features and functionalities, and escalating unresolved problems to the appropriate departments. The ideal candidate will possess excellent communication skills, a patient demeanor, and a deep understanding of customer service best practices. You will manage a queue of support tickets, ensuring timely and accurate responses, and contribute to a knowledge base by documenting solutions and common issues. This is a remote-first position, meaning you will work from the comfort of your own home office, with all necessary tools and support provided by our client. Collaboration with cross-functional teams, including product development and quality assurance, will be essential to identify and address recurring issues. Successful candidates will demonstrate a proactive approach to problem-solving and a commitment to delivering outstanding customer experiences. A strong understanding of CRM systems and ticketing platforms is highly desirable. Regular virtual meetings and training sessions will keep you connected and up-to-date with product enhancements and company policies. This opportunity offers the flexibility of a remote role with the stability of a growing organization. Attention to detail and the ability to manage multiple tasks simultaneously are critical. Join our client’s supportive and collaborative remote environment and help shape positive customer interactions.
Responsibilities:
Responsibilities:
- Provide first- and second-tier technical support via phone, email, and chat.
- Diagnose and resolve complex customer issues related to software and hardware.
- Escalate critical issues to senior support staff or engineering teams.
- Guide customers through product setup, troubleshooting, and usage.
- Document all customer interactions and resolutions in the ticketing system.
- Contribute to the creation and maintenance of customer-facing knowledge base articles.
- Identify trends in customer inquiries and provide feedback to product teams.
- Achieve and maintain performance metrics for response times and customer satisfaction.
- Participate in ongoing training to stay updated on product knowledge and support procedures.
- Collaborate with team members to share best practices and improve support processes.
This advertiser has chosen not to accept applicants from your region.
2
Remote Customer Support Specialist - Tier 2
30100 Moiben
KES65000 month
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Our client is seeking a highly motivated and experienced Remote Customer Support Specialist to join their dynamic team. This role is critical in providing exceptional assistance to customers across various platforms, troubleshooting complex issues, and ensuring a seamless user experience. You will be the primary point of contact for customers seeking technical assistance and guidance.
Key Responsibilities:
Qualifications:
This fully remote position offers a flexible work schedule and the opportunity to contribute to a growing organization from the comfort of your home.
Key Responsibilities:
- Respond to customer inquiries and resolve issues via email, chat, and phone in a timely and efficient manner.
- Diagnose and troubleshoot technical problems, identify root causes, and provide effective solutions.
- Escalate complex issues to higher support tiers or relevant departments when necessary.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Maintain a deep understanding of our client's products and services to provide accurate information.
- Contribute to the knowledge base by creating and updating help articles and FAQs.
- Identify trends in customer issues and provide feedback to product development and QA teams.
- Proactively identify opportunities to improve customer satisfaction and retention.
- Collaborate with cross-functional teams to resolve customer problems.
- Adhere to all company policies and procedures, including data privacy and security standards.
- Participate in training sessions to stay updated on product features and support processes.
Qualifications:
- Proven experience in a customer support or helpdesk role, preferably at Tier 2 level.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly.
- Strong problem-solving and analytical skills.
- Proficiency in using CRM software and ticketing systems.
- Ability to multitask and manage time effectively in a remote work environment.
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- A dedicated home office setup with a reliable internet connection.
- Demonstrated empathy and patience when dealing with customer concerns.
- Ability to work independently and as part of a remote team.
- Previous experience in a remote-first organization is an advantage.
This fully remote position offers a flexible work schedule and the opportunity to contribute to a growing organization from the comfort of your home.
This advertiser has chosen not to accept applicants from your region.
3
Remote Customer Support Specialist - Tier 2
80201 Nairobi, Nairobi
KES55000 Annually
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We are seeking a highly motivated and experienced Remote Customer Support Specialist to join our dynamic team. In this pivotal role, you will be instrumental in providing exceptional technical assistance and customer service to our diverse client base. As a Tier 2 specialist, you will handle complex customer inquiries, troubleshoot advanced technical issues, and work collaboratively with our engineering and product development teams to identify and resolve recurring problems. Your primary responsibility will be to ensure customer satisfaction by offering timely, accurate, and empathetic support through various communication channels, including live chat, email, and phone. You will be expected to meticulously document all customer interactions, resolutions, and feedback in our CRM system, contributing to our knowledge base and continuous improvement efforts. This is a fully remote position, allowing you to work from anywhere with a reliable internet connection.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and resolve technical issues via chat, email, and phone in a timely and efficient manner.
- Diagnose and troubleshoot complex software and hardware problems, escalating issues to senior technical staff when necessary.
- Guide customers through step-by-step solutions to technical problems, ensuring clear and concise communication.
- Educate customers on product features and functionalities, promoting self-service through our online resources.
- Contribute to the creation and maintenance of support documentation, FAQs, and knowledge base articles.
- Identify trends in customer issues and provide feedback to the product and engineering teams for improvement.
- Maintain a high level of customer satisfaction by demonstrating patience, empathy, and professionalism.
- Achieve and exceed key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
- Stay up-to-date with product updates and new features to provide accurate support.
- Proven experience as a Customer Support Representative or in a similar client-facing role, preferably in a technical environment.
- Strong understanding of common IT troubleshooting techniques and best practices.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Proficiency in using CRM software and ticketing systems.
- Ability to multitask, prioritize, and manage time effectively in a remote setting.
- High school diploma or equivalent; a degree in IT, Computer Science, or a related field is a plus.
- A dedicated home office space with a stable high-speed internet connection and a quiet environment for client calls.
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4
Remote Customer Support Specialist - Tier 2
90100 Mumbuni
KES75000 Annually
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Our client is seeking a skilled and empathetic Remote Customer Support Specialist to join their growing team. In this fully remote position, you will be the frontline of support, assisting customers with complex technical issues, product inquiries, and account management tasks. You will be responsible for resolving customer problems efficiently and effectively, ensuring a high level of customer satisfaction and retention. This role requires excellent communication skills, a strong technical aptitude, and the ability to troubleshoot and provide solutions remotely.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide exceptional customer support through various channels, including email, chat, and phone, addressing customer inquiries and resolving technical issues.
- Diagnose and troubleshoot complex customer problems, guiding them through step-by-step solutions.
- Escalate unresolved issues to higher tiers of support or relevant departments, ensuring clear documentation and follow-up.
- Maintain a deep understanding of the company's products and services to provide accurate and comprehensive assistance.
- Educate customers on product features, troubleshooting steps, and best practices to enhance their experience.
- Document all customer interactions, resolutions, and feedback accurately in the CRM system.
- Contribute to the knowledge base by creating and updating FAQs, help articles, and troubleshooting guides.
- Identify trends in customer issues and provide feedback to product development and quality assurance teams.
- Meet and exceed key performance indicators (KPIs) related to customer satisfaction, first-contact resolution, and response times.
- Proactively identify opportunities to improve the customer support process and customer experience.
- Handle customer escalations with professionalism and a focus on de-escalation and resolution.
- Collaborate with team members to share knowledge and best practices for continuous improvement.
Qualifications:
- Proven experience in a customer support or technical support role, preferably in a remote environment.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Strong problem-solving and analytical skills, with a knack for troubleshooting complex issues.
- Proficiency in using customer support software, ticketing systems, and CRM platforms.
- Ability to work independently and manage time effectively in a remote setting.
- Patience, empathy, and a customer-centric attitude.
- High school diploma or equivalent; further technical education or certifications are a plus.
- Experience with (mention a relevant software/product type, e.g., SaaS applications, mobile apps) is highly desirable.
- Demonstrated ability to learn new products and technologies quickly.
- A reliable internet connection and a dedicated workspace conducive to remote work.
This advertiser has chosen not to accept applicants from your region.
5
Remote Customer Support Specialist - Tier 2
00100 Gathiruini
KES60000 month
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Job Description
Our client is seeking a dedicated and knowledgeable Remote Customer Support Specialist (Tier 2) to provide advanced technical assistance and exceptional service to their valued customers. This role is fully remote, allowing you to contribute to customer satisfaction from the comfort of your home. The ideal candidate will possess strong problem-solving skills, in-depth product knowledge, and the ability to troubleshoot complex issues across various platforms. You will handle escalated customer inquiries that require more technical expertise than Tier 1 support can provide. Key responsibilities include diagnosing and resolving intricate technical problems, guiding customers through troubleshooting steps, documenting issues and resolutions accurately, and escalating unresolved problems to the appropriate internal teams. You will also contribute to the knowledge base by creating and updating support articles and FAQs. Excellent communication skills, both written and verbal, are essential for clearly explaining technical solutions to non-technical users. This position demands patience, empathy, and a customer-centric approach. The ability to manage multiple tickets, prioritize effectively, and work autonomously in a remote setting is crucial. If you are a proactive problem-solver passionate about delivering outstanding customer support in a remote capacity, we encourage you to apply.
Responsibilities:
Responsibilities:
- Provide advanced technical support and troubleshooting for escalated customer issues.
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve complex technical problems efficiently.
- Document all customer interactions, issues, and resolutions in the CRM system.
- Create and update support documentation, including FAQs and knowledge base articles.
- Escalate unresolved issues to appropriate departments and follow up to ensure resolution.
- Gather customer feedback and report recurring issues to relevant teams for product improvement.
- Maintain a high level of customer satisfaction through excellent service.
- Collaborate with team members to share knowledge and best practices.
- Proven experience in a Tier 2 or advanced customer support role.
- Strong technical aptitude and ability to troubleshoot complex software or hardware issues.
- Excellent written and verbal communication skills.
- Proficiency in using helpdesk software and CRM systems.
- Strong problem-solving and analytical skills.
- Patience, empathy, and a customer-focused attitude.
- Ability to work independently and manage time effectively in a remote environment.
- Experience in the relevant industry (e.g., SaaS, IT, Telecommunications) is a plus.
This advertiser has chosen not to accept applicants from your region.
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6
Senior Customer Support Specialist (Tier 2)
80300 Nairobi, Nairobi
KES80000 Annually
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Our client is seeking a dedicated and experienced Senior Customer Support Specialist (Tier 2) to provide exceptional technical assistance to their global customer base. This is a fully remote position, offering the flexibility to deliver outstanding support from any location. You will be responsible for resolving complex customer inquiries, troubleshooting technical issues, and escalating unresolved problems to appropriate departments. Your role involves providing detailed guidance on product usage, diagnosing software and hardware malfunctions, and ensuring customer satisfaction through timely and effective communication. The ideal candidate will possess strong problem-solving skills, a deep understanding of customer support best practices, and the ability to remain calm and professional under pressure. Experience with CRM systems and ticketing software is crucial. You will also contribute to knowledge base articles and assist in training junior support staff. A proactive approach to identifying recurring customer issues and suggesting improvements to products or processes is highly valued. This is a fantastic opportunity to utilize your customer service expertise in a remote, impactful role. Responsibilities:
- Handle escalated customer inquiries and provide advanced technical troubleshooting.
- Diagnose and resolve complex software and hardware issues via phone, email, and chat.
- Document all customer interactions and technical solutions accurately in the CRM system.
- Collaborate with engineering and product teams to report and resolve bugs.
- Develop and maintain comprehensive knowledge base articles and FAQs.
- Train and mentor Tier 1 support staff on advanced troubleshooting techniques.
- Identify trends in customer issues and provide feedback for product improvement.
- Ensure a high level of customer satisfaction and retention.
- Associate's degree in Information Technology, Computer Science, or a related field.
- Minimum of 4 years of experience in technical customer support, preferably in a Tier 2 capacity.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Strong understanding of operating systems, network protocols, and common software applications.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Exceptional active listening and problem-solving abilities.
- Proven ability to work independently and manage time effectively in a remote environment.
This advertiser has chosen not to accept applicants from your region.
7
Remote Customer Support Specialist - Tier 1
20100 Mwembe
KES40000 Annually
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Job Description
Our client is looking for a dedicated and empathetic Remote Customer Support Specialist to join their growing team. This is a fully remote position, offering the convenience of working from home while providing exceptional assistance to our valued customers. As a Tier 1 Support Specialist, you will be the first point of contact for customers seeking help with our products and services. You will handle a high volume of inquiries via phone, email, and chat, ensuring that each customer receives timely, accurate, and friendly support. Your primary goal is to resolve customer issues efficiently and effectively, escalating complex problems to higher support tiers when necessary.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via multiple channels (phone, email, chat) in a timely and professional manner.
- Identify and assess customer needs to achieve satisfaction.
- Troubleshoot common customer issues and provide appropriate solutions.
- Gather customer feedback and report any recurring issues or trends to the relevant departments.
- Educate customers on product features and functionalities.
- Maintain accurate records of customer interactions and transactions.
- Adhere to company policies and procedures.
- Collaborate with team members to share best practices and improve service quality.
- High school diploma or equivalent; associate's or bachelor's degree preferred.
- Proven customer support experience or experience as a client service representative.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and practices.
- Excellent communication and presentation skills.
- Ability to multitask, prioritize, and manage time effectively.
- Proficiency in using standard office software.
- A patient and understanding demeanor, with a passion for helping others.
- Must have a reliable internet connection and a dedicated workspace suitable for remote work.
This advertiser has chosen not to accept applicants from your region.
8
Remote Customer Support Specialist (Tier 2)
30200 Moiben
KES85000 Annually
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Our client is seeking an experienced and dedicated Remote Customer Support Specialist (Tier 2) to provide exceptional technical assistance and customer service to their user base. This is a completely remote position, allowing you to contribute from the comfort of your home office. As a Tier 2 specialist, you will handle more complex customer inquiries and technical issues that have been escalated from the Tier 1 support team. Your primary responsibility will be to troubleshoot, diagnose, and resolve a wide range of technical problems related to our client's software and services. This involves utilizing your advanced technical knowledge, problem-solving abilities, and strong communication skills to guide customers through step-by-step solutions. You will engage with customers via various channels, including email, live chat, and phone, ensuring timely and effective resolution of their issues. A key aspect of this role includes meticulously documenting customer interactions, issues, and resolutions in our CRM system, contributing to a knowledge base for future reference. You will also work closely with the product development and engineering teams to identify recurring issues, provide feedback on product performance, and suggest improvements. The ideal candidate possesses a patient and empathetic demeanor, with a passion for helping customers succeed. You must be adept at managing multiple priorities, working under pressure, and maintaining a high level of professionalism at all times. This role demands excellent analytical skills to identify root causes of technical problems and a proactive approach to preventing future occurrences. If you are a seasoned support professional who excels in a remote, fast-paced environment and is committed to delivering outstanding customer experiences, we want to hear from you.
Responsibilities:
Qualifications:
Responsibilities:
- Provide advanced technical support and troubleshooting for escalated customer issues via multiple communication channels.
- Diagnose and resolve complex software and service-related problems, ensuring customer satisfaction.
- Guide customers through step-by-step solutions and provide clear, concise instructions.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Contribute to the creation and maintenance of a comprehensive knowledge base.
- Collaborate with Tier 1 support, engineering, and product teams to address and resolve technical challenges.
- Identify trends in customer issues and provide feedback for product improvements.
- Maintain a high level of customer service, empathy, and professionalism.
- Manage time effectively and prioritize tasks to meet service level agreements (SLAs).
- Stay updated on product features, updates, and industry best practices in customer support.
Qualifications:
- Proven experience in a Tier 2 customer support or technical support role.
- Strong technical aptitude and ability to troubleshoot software and hardware issues.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly.
- Proficiency in using CRM software and customer support ticketing systems.
- Experience with live chat and remote support tools.
- Ability to work independently and as part of a remote team.
- High school diploma or equivalent; relevant certifications or associate's degree preferred.
- Demonstrated ability to remain calm and professional under pressure.
- Strong problem-solving and analytical skills.
- Reliable internet connection and a dedicated workspace for remote work.
This advertiser has chosen not to accept applicants from your region.
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