2,349 User Support jobs in Kenya

• Respond to and resolve end-user support requests via phone, email, and ticketing system in a timely manner.
• Diagnose and troubleshoot hardware, software, and network-related issues for desktops, laptops, and mobile devices.
• Install, configure, and maintain hardware and software systems.
• Assist with user account management, including creation, modification, and deletion.
• Perform routine system maintenance, including updates, patches, and security checks.
• Document technical procedures, solutions, and troubleshooting steps.
• Provide technical guidance and support to end-users on various applications and systems.
• Escalate complex issues to senior IT staff or relevant vendors when necessary.
• Participate in IT projects, such as system upgrades or new implementations.
• Maintain an inventory of IT hardware and software assets.
• Ensure adherence to IT policies and security best practices.
• Contribute to the continuous improvement of help desk processes and user support.

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 2 years of experience in an IT help desk or technical support role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office Suite and other common business applications.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Experience with IT ticketing systems (e.g., Jira Service Desk, Zendesk).
• Excellent problem-solving and analytical skills.
• Strong interpersonal and communication skills, with a patient and helpful demeanor.
• Ability to work independently and as part of a team.
• IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are a plus.

• Lead, train, and mentor a team of technical customer support representatives, fostering a high-performance culture.
• Manage and prioritize incoming customer inquiries and support tickets, ensuring timely resolution.
• Serve as an escalation point for complex technical issues, providing in-depth troubleshooting and resolution.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Monitor customer satisfaction metrics and implement strategies to improve service quality.
• Collaborate with engineering and product teams to identify and resolve product bugs and issues.
• Analyze support trends and provide feedback to improve product usability and customer experience.
• Develop and enforce customer support policies and procedures.
• Onboard and train new support team members effectively.
• Manage team schedules and ensure adequate coverage to meet service level agreements (SLAs).
• Contribute to the development of customer support tools and technologies.
• Handle customer complaints and difficult situations with professionalism and empathy.
• Identify opportunities for proactive customer engagement and support.
• Ensure accurate and timely documentation of all customer interactions and resolutions.
• Champion the voice of the customer within the organization.

• Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
• Minimum of 3-5 years of experience in technical customer support, with at least 1-2 years in a lead or supervisory role.
• Proven ability to troubleshoot and resolve complex technical issues across various platforms and software.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with CRM software (e.g., Zendesk, Salesforce Service Cloud) and ticketing systems.
• Ability to effectively mentor and manage a remote team.
• Proficiency in analyzing support data and generating reports.
• A calm and patient demeanor, especially when dealing with frustrated customers.
• Experience in creating and managing knowledge base content.
• Demonstrated ability to work independently and manage time effectively in a remote setting.
• A passion for technology and providing outstanding customer service.
• Familiarity with agile development methodologies is a plus.
• Proven track record of improving customer satisfaction scores.
• The ability to adapt quickly to new technologies and processes.

• Lead, mentor, and manage a remote customer support team, fostering a high-performance culture.
• Develop and implement customer support policies, procedures, and best practices.
• Provide advanced technical support and troubleshooting for customer inquiries related to the company's products or services.
• Act as a primary point of escalation for complex customer issues, ensuring timely and satisfactory resolution.
• Monitor customer support metrics (e.g., response times, resolution rates, customer satisfaction) and identify areas for improvement.
• Train and onboard new customer support representatives, ensuring they are equipped with the necessary skills and knowledge.
• Develop and maintain a comprehensive knowledge base of support documentation and FAQs.
• Gather customer feedback and insights to inform product development and service improvements.
• Collaborate with other departments (e.g., product, engineering) to address customer issues and advocate for customer needs.
• Ensure consistent and high-quality customer service delivery across all communication channels (email, chat, phone).
• Manage support ticket queues and ensure efficient workflow and prioritization.
• Contribute to the development of customer self-service resources.
• Stay updated on product updates and industry best practices in customer support and technical assistance.

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership or lead role.
• Proven experience in resolving complex technical issues and providing advanced troubleshooting.
• Excellent leadership, coaching, and team management skills.
• Strong understanding of customer relationship management (CRM) software and helpdesk platforms.
• Exceptional communication, interpersonal, and active listening skills.
• Ability to remain calm and professional in high-pressure situations.
• Strong analytical and problem-solving abilities.
• Proficiency in using various communication and collaboration tools for remote work.
• Ability to work independently, manage time effectively, and meet performance goals in a remote setting.
• A passion for customer satisfaction and a commitment to excellence in service delivery.

We are looking for a Fluent English Speaking Customer Service Representative (CSR) to join our fast-paced team in the automotive industry.

This role involves handling both inbound and outbound calls while delivering exceptional service and driving sales conversions.

Key Requirements:

• Must have prior experience in a CSR role (mandatory) Automotive Experience is a PLUS.

• Excellent English speaking skills with clear and confident communication.

• Ability to work 7 hours/day, 6 days/week (42 hours/week).

• Flexible to work shift schedules and anytime between operational hours of 7:00 AM – 10:00 PM Eastern Time.

• Experience in the automotive industry is a plus (training can be provided).

• Committed to a long-term, full-time career opportunity.

What We Offer:

• Base salary + commission + performance-based incentives on every conversion.

• Career growth and long-term job security.

• Stable, supportive, and growth-oriented work environment.

• Training and continuous support to help you succeed.

• A collaborative, performance-driven work culture.

If you are hardworking, adaptable, and ready to grow with a fast-paced company, apply now and build your career with us

Kofa is seeking a motivated and detail-oriented Customer Support Associate to assist our customers with issues that could arise when using our products and services.

This role involves resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with using help desk software.

Key Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone, email or chat.
• Identify customer needs and help customers use specific features.
• Analyze and report product malfunctions by testing different scenarios or impersonating users on our platform.
• Update our internal database and the helpdesk system with information about technical issues and useful discussions with customers.
• Monitor customer complaints on social media and reach out to provide assistance.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share with our Product, Operations and Sales and Marketing teams.
• Work closely with operations to reactively and proactively manage customer problems.

Qualifications and Skills:

Education:

• Bachelor's degree or diploma in a related field.

Experience:

• 2+ Experience as a Customer Support Associate or similar Customer Support role.
• Understanding of working of CRM systems.
• Familiarity with the mobility industry will be a plus.
• Experience using help desk software and remote support tools.

Skills:

• Excellent communication and problem-solving skills.
• Patience when handling tough cases with customers or others.
• Strong organizational and time-management skills.
• Basic proficiency in Microsoft Office and Google workspace Suite .

Other Requirements:

• Willingness to travel to field locations as needed.
• Flexibility to participate in on-call rotations.

What We Offer:

• Opportunity to be part of a mission-driven, high growth company shaping the future of clean energy in Africa.
• A dynamic, collaborative, and entrepreneurial work environment.
• Competitive salary and benefits package.
• Professional development opportunities and career growth potential.
• Hands-on experience in field operations within a growing industry.

Company Description
Assent offers professional regulatory and compliance services to complement the world's fastest growing compliance and data management solution provider. Companies in various industries face evolving regulatory and compliance challenges, and we assist our clients in supporting their compliance and data management requirements.

Our company was built on a shared commitment to excellence. Our pillars provide a strong foundation on which we can offer highly specialized services. We focus on timely completion of contracts, cost effectiveness and maintaining the highest standards of professionalism. Our highly engaged team of professionals is what drives our company forward each and every day.

Work Model

Fully Onsite in our Eldoret Offices. This is a 6 month term contract.

Job Description
Position Summary

The Supplier (Customer) Support Associate will report to the Manager, Supplier Support. The Supplier Support Associate will support the Supplier Support team in obtaining declarations and other important information from non-responsive suppliers in our client's supply chains.

Key Requirements And Responsibilities

• Communicate with suppliers through a multi channel approach including emails, chats and conference calls to gather compliance information, assist with compliance requests, and confirm quality of the documents provided;
• Work directly with top-tier suppliers to be a valuable resource to help them respond to their compliance requests;
• Handle emails and chats from suppliers to help them troubleshoot, navigate their compliance requests by providing a positive experience;
• Engage with unresponsive suppliers through a multi channel approach including emails, chats and conference calls, supplier education and webinar invites;
• Language support may be required to help with internal translations, hosting webinars, and joining prospect calls with the Sales team;
• Work closely with Program Success team to strategize on the best approach for new customers, client campaigns and supplier issues
• Validate and ensure Quality Assurance for compliance data provided by our suppliers;
• Act as a peer mentor to Supplier Support Agents as required;
• Keep up to date with new regulations and changes in Assent's products to become an expert in your field;
• Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent.

This is not an exhaustive list of duties. Responsibilities may be altered and/or added from time to time to meet business needs.

Qualifications
Your Knowledge, Skills and Abilities

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications:

• Excellent verbal and written communication skills, primarily in English, however proficiency in additional languages is required for certain supplier groups;
• Bachelor's Degree/Higher diploma from a recognized learning institution;
• 1-2 years related work experience (eg. administration, reporting, research & data, supplier/customer support, call centres);
• Solid ability to manage time effectively and juggle multiple priorities at one time;
• Computer proficiency using MS Office Suite and Google Applications, able to leverage all functions proactively to effectively and efficiently;
• Self-starter, excellent time management skills and the ability to adhere to assigned deadlines;
• Solutions-first attitude, self-motivated to proactively engage with our suppliers through multiple channels;
• Builds productive and stable working relationships internally and externally in the interest of supporting our suppliers needs;
• Possess basic to intermediate regulatory knowledge in order to consult with suppliers in providing requested information;
• You are highly adaptable, flexible and thrive in a fast-paced, dynamic business environment;
• You are naturally curious about technology or how things work;
• You are diligent and detail-oriented- you pay high attention to detail and you double-check everything;
• You have grit- you are conscientious, will always work towards providing solutions over excuses and are dedicated to achieving excellence and driving results;
• You consider yourself a lifelong learner - you have an insatiable thirst for knowledge, are always striving to self-improve, and are coachable.

Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform the aforementioned duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions. Assent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Additional Information
At Assent, we are uniquely positioned to make meaningful, impactful changes in the world around us. If you believe in doing work that matters, we want you to join our team.

Life at Assent

• Wellness: We believe that you and your family's well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.
• Financial Benefits: It's not all about the money – well, it's a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.
• Life at Assent: There is purpose beyond your work. We provide our team members with volunteer days, flexible work options and opportunities to get involved in corporate giving initiatives.
• Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.
• Work The Way That Works for You: Your work and life should be balanced in a way that is purposeful for you. We offer flexible working environments for our team. Choose a space that meets your unique needs.

• Handle inbound customer calls, emails, and chat inquiries regarding accounts, services, and product information.
• Provide accurate and timely information to customers, ensuring clarity and understanding.
• Resolve customer complaints and issues effectively, escalating complex cases to appropriate departments when necessary.
• Process customer requests, such as account updates, service changes, and transaction inquiries.
• Educate customers on the features and benefits of our client's offerings.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Adhere to company policies and procedures, ensuring compliance with regulatory requirements.
• Contribute to team efforts by achieving individual and team performance goals.
• Identify opportunities to improve customer service processes and customer satisfaction.
• Build and maintain strong relationships with customers through positive and helpful interactions.
• Stay updated on new products, services, and policies.
• Participate in team meetings and training sessions, both in-person and remotely.

• Previous experience in a customer service or call center environment is highly desirable.
• Excellent verbal and written communication skills in English.
• Strong active listening and problem-solving abilities.
• Ability to remain calm and professional in high-pressure situations.
• Proficiency in using computer systems and customer relationship management (CRM) software.
• High school diploma or equivalent; further education or certifications are a plus.
• Ability to multitask and manage time effectively.
• A proactive and customer-centric approach.
• Comfortable working in both an office environment and remotely.
• Knowledge of financial products or services is advantageous.
• Team player with a positive attitude.