340 Troubleshooting Technical Issues jobs in Kenya

• Lead and mentor a team of remote customer support agents, providing guidance and motivation.
• Handle escalated customer support issues, ensuring timely and effective resolution.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Monitor support channels (email, chat, phone) and ensure adherence to service level agreements (SLAs).
• Analyze customer feedback and support trends to identify areas for product and service improvement.
• Collaborate with product, engineering, and sales teams to relay customer insights and resolve complex issues.
• Train new support agents on products, procedures, and best practices.
• Develop and implement quality assurance processes for customer interactions.
• Contribute to the continuous improvement of customer support tools and workflows.
• Champion customer needs and act as a voice of the customer within the organization.

• Bachelor's degree in a related field or equivalent practical experience.
• Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or senior role.
• Proven experience in troubleshooting technical issues with software or hardware products.
• Excellent problem-solving and analytical skills.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly.
• Demonstrated leadership and team management capabilities.
• Experience with customer support platforms (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
• Patient, empathetic, and customer-focused attitude.
• Experience in developing training materials and documentation.

• Lead, mentor, and manage a team of customer support representatives.
• Handle and resolve escalated customer technical issues and complaints.
• Develop and implement customer support policies and procedures.
• Monitor and analyze customer support metrics to ensure service excellence.
• Collaborate with other departments to resolve product issues and improve customer satisfaction.
• Create and maintain a comprehensive knowledge base and support documentation.
• Train and onboard new customer support staff.
• Foster a positive and productive team environment.

• Provide expert-level technical assistance and troubleshooting for customer inquiries via various channels, including email, chat, and phone.
• Diagnose and resolve complex technical issues related to software, hardware, or service configurations.
• Guide customers through product functionalities and troubleshooting steps with patience and clarity.
• Document customer interactions, issues, and resolutions accurately in our CRM system.
• Identify recurring technical issues and provide feedback to product development and engineering teams for continuous improvement.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Escalate unresolved issues to higher-level support or specialized teams when necessary, ensuring prompt follow-up.
• Train and mentor junior customer support representatives on technical aspects and best practices.
• Contribute to the development and implementation of support policies and procedures.
• Actively participate in team meetings and contribute to a collaborative and supportive remote work environment.
• Monitor customer feedback and satisfaction metrics, striving to exceed expectations.

• High school diploma or equivalent; a Bachelor's degree in a technical field is a plus.
• Minimum of 3 years of experience in a technical customer support role, preferably within the tech industry.
• Proven ability to troubleshoot and resolve complex technical problems efficiently.
• Excellent communication (written and verbal), interpersonal, and active listening skills.
• Strong understanding of common operating systems, software applications, and hardware troubleshooting.
• Experience with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to explain technical concepts to non-technical users clearly and concisely.
• Patience, empathy, and a customer-centric approach.
• Self-motivated and able to work independently in a remote setting, managing time effectively.
• A proactive approach to learning about new technologies and product updates.

• Respond to customer inquiries and technical issues via remote channels promptly and professionally.
• Diagnose and resolve software and hardware problems, guiding users through step-by-step solutions.
• Escalate complex issues to senior support teams or relevant departments when necessary.
• Document all customer interactions and resolutions in the CRM system accurately.
• Contribute to the creation and maintenance of a comprehensive knowledge base and FAQs.
• Provide feedback to product development teams on recurring issues and potential improvements.
• Proactively engage with customers to ensure their needs are met and to enhance their overall experience.
• Stay updated on product features, updates, and industry best practices.
• Identify opportunities to upsell or cross-sell services based on customer needs and interactions.

• Proven experience in a customer service or technical support role.
• Strong understanding of common software and hardware troubleshooting techniques.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Proficiency with CRM software and remote support tools.
• Ability to multitask and manage time effectively in a fast-paced remote environment.
• A patient and customer-centric attitude.
• Experience in the (specific industry relevant to the fictional client) sector is a plus.
• High school diploma or equivalent; technical certifications are advantageous.

• Provide advanced remote technical support and troubleshooting for complex mechanical, electrical, and software systems.
• Diagnose equipment malfunctions and failures using diagnostic tools and remote access software.
• Develop clear, step-by-step repair and maintenance procedures for field technicians.
• Guide and mentor field service technicians remotely, enhancing their technical capabilities.
• Analyze recurring technical issues and propose preventative maintenance strategies.
• Create and update technical documentation, including user manuals, service guides, and troubleshooting databases.
• Collaborate with engineering and product development teams to provide feedback on product performance and identify areas for improvement.
• Manage escalations and resolve complex technical problems efficiently.
• Ensure adherence to safety protocols and best practices during all service interventions.
• Track service requests, resolutions, and customer feedback using the CRM system.
• Develop training materials and deliver remote training sessions to field staff and clients.
• Maintain a high level of technical expertise on the company's product line.
• Contribute to the development of remote support strategies and tools.
• Communicate effectively with internal departments and external clients regarding technical matters.
• Oversee the quality of remote technical assistance provided by the team.

• Minimum of 7 years of experience in field service, technical support, or a related role, with a focus on complex equipment.
• In-depth knowledge of mechanical, electrical, and software systems relevant to the industry.
• Proven ability to troubleshoot and diagnose complex technical issues remotely.
• Excellent communication, presentation, and interpersonal skills, with the ability to explain technical concepts to diverse audiences.
• Proficiency in using remote diagnostic tools, CRM software, and technical documentation platforms.
• Strong analytical and problem-solving skills.
• Ability to work independently and manage multiple priorities in a demanding remote environment.
• Relevant technical certifications or an Associate's/Bachelor's degree in a technical field (e.g., Engineering, Electronics).
• Experience in leading or mentoring technical teams is essential.
• Familiarity with project management principles.
• Adaptability and a strong desire to learn new technologies.
• Previous experience in a remote technical support role is highly desirable.

The Senior Technical Office Architect
will oversee all architectural coordination and documentation within the project's Technical Office at Tatu City. This office-based leadership role ensures that architectural design integrity, quality, and technical precision are maintained throughout the review, coordination, and construction phases.

The position requires a technically astute architect with exceptional attention to detail, deep knowledge of construction systems and materials, and a proven ability to manage complex architectural packages for high-quality, large-scale developments.

Key Responsibilities
Shop Drawing & Submittal Management

• Lead the detailed review of all architectural shop drawings submitted by the contractor, including complex systems such as façades, curtain walls, waterproofing, roofing, and high-end interior fit-out and joinery packages.
• Validate that shop drawings fully align with the approved design intent, specifications, performance criteria, and material standards.
• Oversee the review and approval of all architectural material submittals, samples, and mock-ups prior to procurement and installation.
• Coordinate architectural shop drawings with structural and MEP submissions to identify and resolve clashes in openings, ceiling voids, service routes, and structural interfaces.

Technical Coordination & Design Integrity

• Manage the Request for Information (RFI) process for all architectural matters, ensuring clear and timely coordination between contractors and consultants.
• Act as the primary technical liaison between the lead architect and contractor's technical teams to resolve design and constructability issues.
• Review contractor-proposed Method Statements and Inspection and Test Plans (ITPs) for architectural works, ensuring compliance with project standards.
• Serve as the custodian of the project's architectural design integrity, safeguarding aesthetics and technical quality throughout pre-construction and construction stages.

Documentation & Reporting

• Maintain a comprehensive and up-to-date register of all architectural drawings, submittals, RFIs, and specifications.
• Ensure the site supervision team has access to the latest approved and fully coordinated "Issued for Construction" drawings.
• Support the preparation of accurate and complete as-built drawings and documentation at project completion

Requirements
Hard Skills & Experience

• Bachelor's or Master's degree in Architecture from a recognized university.
• 10-15 years of post-qualification experience, with a strong focus on technical delivery, detailing, and documentation for large-scale projects.
• Professional registration as an Architect (e.g., RIBA, AIA, or equivalent) is highly advantageous.
• Significant experience with international contractors, façade specialists, or major architectural/engineering consultancies.
• Proven experience in managing technical coordination for high-rise, mixed-use, or complex building projects.
• Expert knowledge of building envelope systems, waterproofing, façade engineering, and high-quality interior finishes.
• Advanced proficiency in Revit and AutoCAD for model interrogation and drawing review.
• Strong familiarity with international building codes and standards related to performance, fire safety, and accessibility.

Soft Skills

• Attention to Detail: Exceptional precision in technical review, with the ability to identify even minor discrepancies or potential coordination issues.
• Problem-Solving: Skilled in developing practical and buildable solutions while maintaining design intent.
• Communication: Strong written and visual communication skills for clear and concise technical commentary.
• Organization: Excellent document management and time-management abilities to handle large volumes of complex documentation.
• Integrity: Committed to maintaining design quality and technical standards under schedule and commercial pressures.
• Leadership: Capable of guiding junior staff, leading technical review meetings, and coordinating effectively with consultants and contractors.

Overview

Influx is a growing and profitable startup that delivers on-demand, 24/7 customer support to high-performing tech companies and global brands. Headquartered in Australia and powered by a team of 1000+ professionals worldwide, we pride ourselves on delivering fast, flexible, and scalable support that meets our clients' exacting standards - every day of the year.

We are currently seeking a highly motivated Support Agent to join our team for a new client project in the e-commerce sector. This is an exciting opportunity to work with a dynamic and innovative brand, providing technical assistance and ensuring a seamless customer experience.

About the role

As a Technical Support Agent, you will be the first point of contact for customers, troubleshooting a wide range of complex issues that arise in online commerce. You'll be working on a unique blend of customer service and light technical tasks to ensure smooth operations for our clients.

In this role, you will:

• Respond to customer inquiries via email, chat, and other communication channels.
• Troubleshoot and resolve a wide range of issues which on the "hard" end of the spectrum involve debugging APIs and web platforms ("stripe", "shopify" and so on)
• Log and manage support tickets with a high degree of conscientiousness and attention to detail.
• Maintain a clear understanding of the client's business and operating model (e.g., e-commerce, shipping systems) to effectively address issues.
• Collaborate with internal teams to escalate complex issues as needed.

What You'll Need

Technical Competencies:

• Proven experience understanding and troubleshooting complex problems and systems
• Familiarity with using
  Postman for API troubleshooting
  is a plus.
• Ability to
  read log files
  and
  basic scripting knowledge
  is an advantage.
• Basic
  SQL skills
  are also a nice-to-have.

Soft Skills:

• Excellent English communication (spoken and written)
• Ability to simplify technical explanations
• Patience, empathy, and active listening
• Problem-solving
• Leadership capabilities are a plus.
• We're looking for bright, quick learners with a strong working memory

Work Environment and Setup:

• Reliable and fast internet connection (30 Mbps minimum).
• A quiet and distraction-free workspace.
• Desktop/laptop with 8GB RAM minimum.

What we offer

• Work from home (WFH) arrangement.
• A supportive, collaborative, and high-performance environment at work that supports a life outside work.
• A set of international clients with high standards of excellence.
• An international team.
• Comprehensive training to equip you with the knowledge and skills necessary to excel in the role.
• Plenty of opportunities to learn from, and work with, high-performing colleagues in a fast-paced environment.

Employment type:
Full-time only, 44 hours per week.

How We Operate / Our Values:

• Treat others as you would like to be treated
• Do what you say you're going to do. Show, don't tell
• Prioritize the listener
• Truth seeking

If this sounds interesting to you, join us by clicking on Apply

IMPORTANT NOTES:

• Influx never asks candidates to make any payment throughout the entire recruitment process.
• Successful candidates will be contacted only through email ending with @