276 Troubleshooting jobs in Kenya
Senior Customer Support Specialist - Technical Troubleshooting
60100 Embu, Eastern
KES480000 Annually
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Job Description
Our client is seeking an experienced Senior Customer Support Specialist with a strong aptitude for technical troubleshooting to join their fully remote customer service team. This role is vital for providing exceptional support to users of our client’s innovative software products. You will be responsible for resolving complex technical issues, guiding customers through product functionalities, and contributing to the continuous improvement of our support resources. The ideal candidate is a patient communicator, a skilled problem-solver, and thrives in a fast-paced, remote work environment.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via email, chat, and phone, addressing complex product-related issues.
- Diagnose and troubleshoot software malfunctions, connectivity problems, and user configuration errors.
- Guide customers through product features, functionalities, and best practices.
- Escalate unresolved issues to higher technical tiers or development teams, ensuring clear documentation.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Analyze customer feedback and support trends to identify product improvements or training needs.
- Mentor and train junior support staff, sharing expertise and best practices.
- Contribute to the improvement of support processes and tools.
- Ensure high levels of customer satisfaction by providing timely, accurate, and empathetic support.
- Manage customer relationships effectively, even in a remote context.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in a technical customer support or helpdesk role.
- Proven expertise in troubleshooting software applications and diagnosing technical issues.
- Strong understanding of common operating systems, networking concepts, and cloud technologies.
- Excellent communication, interpersonal, and active listening skills.
- Ability to explain technical concepts clearly to non-technical users.
- Proficiency with customer support software (e.g., Zendesk, Intercom) and remote collaboration tools.
- Strong organizational skills and the ability to manage multiple support tickets efficiently.
- Self-motivated and able to work independently with minimal supervision in a remote setting.
- A genuine passion for helping customers and solving problems.
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0
Remote Customer Support Specialist - Technical Troubleshooting
20117 Mwembe
KES55000 month
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Join our dynamic team as a Remote Customer Support Specialist, focusing on technical troubleshooting for our innovative software products. This is a fully remote position where you will be the first point of contact for customers experiencing issues, providing timely and effective solutions. You'll leverage your technical acumen and exceptional communication skills to ensure customer satisfaction and retention. Your role will involve diagnosing problems, guiding users through solutions, and escalating complex issues when necessary.
Key Responsibilities:
Qualifications:
This position offers the flexibility of remote work, allowing you to contribute your expertise from the comfort of your home. If you are passionate about technology and helping customers, we want to hear from you.
Key Responsibilities:
- Respond to customer inquiries via email, chat, and phone, providing first-level technical support.
- Diagnose and troubleshoot software-related issues reported by customers, utilizing a knowledge base and diagnostic tools.
- Guide customers through step-by-step solutions for common technical problems.
- Escalate unresolved issues to higher-level support teams or engineering, providing detailed problem descriptions.
- Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
- Identify recurring issues and provide feedback to the product development team for potential improvements.
- Assist customers with account management, installation, and configuration of software.
- Contribute to the creation and maintenance of a comprehensive customer-facing knowledge base and FAQ section.
- Maintain a high level of customer satisfaction through empathetic and efficient problem-solving.
- Stay updated on product features, updates, and best practices for technical support.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Proactively identify opportunities to improve the customer support process.
- Educate customers on product functionalities to enhance their user experience.
- Gather customer feedback and relay insights to relevant departments for product enhancement.
- Maintain a positive and professional demeanor in all customer interactions.
Qualifications:
- Proven experience in customer support or a similar technical assistance role.
- Strong understanding of software applications and troubleshooting methodologies.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly.
- Proficiency in using helpdesk software and CRM systems.
- Ability to multitask, prioritize, and manage time effectively in a remote environment.
- A patient and empathetic approach to customer service.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Demonstrated problem-solving skills and attention to detail.
- Ability to work independently and as part of a remote team.
- Must have a stable internet connection and a dedicated workspace conducive to providing excellent support.
- Previous experience supporting SaaS products is a significant advantage.
This position offers the flexibility of remote work, allowing you to contribute your expertise from the comfort of your home. If you are passionate about technology and helping customers, we want to hear from you.
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Remote Field Service Technician - Technical Support (Remote Troubleshooting)
50200 Kakamega, Western
KES150000 month
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Our client is looking for a skilled Remote Field Service Technician to provide expert-level technical support and troubleshooting for their advanced equipment. This is a unique, fully remote opportunity where you will diagnose and resolve technical issues by guiding on-site personnel through remote assistance. Your role will involve leveraging your deep understanding of mechanical, electrical, and software systems to ensure our clients' operations run smoothly. The ideal candidate is adept at remote communication, possesses exceptional problem-solving skills, and has extensive experience with complex machinery or technical systems.
Responsibilities:
Responsibilities:
- Provide remote technical assistance and troubleshooting for equipment failures and performance issues.
- Guide on-site personnel through diagnostic procedures, repair steps, and maintenance activities using clear instructions and visual aids.
- Analyze technical documentation, schematics, and diagnostic data to identify root causes of problems.
- Document all troubleshooting steps, resolutions, and customer interactions accurately in the ticketing system.
- Escalate complex issues to Tier 2/3 support or engineering teams when necessary.
- Provide feedback to product development teams on recurring issues and potential product improvements.
- Maintain a high level of customer satisfaction through efficient and effective problem resolution.
- Stay updated on product knowledge, technical updates, and repair procedures.
- Conduct remote training sessions for customers on equipment operation and basic troubleshooting.
- Manage your remote workload efficiently and prioritize tasks to meet service level agreements.
- Associate's or Bachelor's degree in Electrical Engineering, Mechanical Engineering, Electronics Technology, or a related technical field.
- Minimum of 4 years of experience in field service, technical support, or a similar role involving hands-on troubleshooting of complex equipment.
- Proven ability to diagnose and resolve mechanical, electrical, and software issues.
- Proficiency with diagnostic tools, multimeters, oscilloscopes, and relevant software.
- Excellent verbal and written communication skills, with the ability to provide clear and concise instructions remotely.
- Strong analytical and problem-solving skills.
- Experience guiding non-technical personnel through technical procedures.
- Ability to interpret technical manuals, schematics, and blueprints.
- Familiarity with remote support tools and platforms.
- Self-motivated, detail-oriented, and capable of working independently in a remote setting.
- (Preference) Experience with industrial machinery, automation systems, or specialized equipment relevant to our client's industry.
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2
Senior Auto Electrician - Remote Troubleshooting - Remote
60100 Embu, Eastern
KES95000 month
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Posted 4 days ago
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Job Description
Our client, a prominent automotive service provider, is seeking an experienced Senior Auto Electrician for a fully remote, specialized role focusing on electrical system diagnostics and troubleshooting. This position requires a deep understanding of automotive electrical systems and the ability to diagnose and resolve complex issues remotely. You will be the go-to expert for challenging electrical problems encountered by our client's service centers. Responsibilities include analyzing wiring diagrams and technical specifications to pinpoint electrical faults; guiding on-site technicians through diagnostic procedures via video calls and detailed instructions; recommending specific diagnostic tools and tests required; reviewing diagnostic reports and suggesting corrective actions; maintaining an up-to-date knowledge base of vehicle electrical systems and common issues; and contributing to the development of remote diagnostic protocols. The ideal candidate possesses a strong foundation in automotive electrical theory and practice, with at least 8 years of experience as an Auto Electrician or Auto Electrician Specialist. Relevant trade certifications and a proven ability to diagnose and repair complex automotive electrical and electronic systems are mandatory. Expertise in using oscilloscopes, multimeters, scan tools, and other advanced diagnostic equipment is essential. A thorough understanding of CAN bus systems, modern vehicle infotainment, and control module diagnostics is highly desirable. Excellent problem-solving abilities, clear and concise communication skills (both verbal and written), and the ability to effectively mentor and guide others remotely are critical for success. You should be self-motivated, highly organized, and adept at managing your workload in a remote setting. This is a unique opportunity to leverage your extensive electrical expertise in a pioneering remote role within the automotive sector. Join a company that is embracing technological advancements to enhance its service capabilities and values the contributions of its remote professionals. If you are a master of automotive electronics and ready for a challenging new chapter, apply today.
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3
Technical Support Specialist
30700 Mumbuni
KES70000 Annually
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Job Description
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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4
Technical Support Lead
60501 Meru , Eastern
KES120000 Annually
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Job Description
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.
This advertiser has chosen not to accept applicants from your region.
5
Technical Support Specialist
01001 Abothuguchi West
KES55000 Annually
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Job Description
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.
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6
Technical Support Engineer
01001 Makongeni
KES60000 Annually
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Job Description
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.
7
Technical Support Engineer
20200 Kapsuser
KES70000 month
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Job Description
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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8
Technical Support Specialist
20101 Mwembe
KES180000 Annually
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Posted today
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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.
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