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Remote Customer Support Specialist - Tier 2
Our client, a rapidly growing technology firm, is seeking a highly motivated and experienced Remote Customer Support Specialist to join their dynamic team. This is a fully remote position, offering flexibility and the opportunity to work from anywhere within Kenya. As a Tier 2 Support Specialist, you will be instrumental in resolving complex customer inquiries, troubleshooting technical issues, and ensuring a consistently high level of customer satisfaction. You will act as a key point of contact for escalated issues, providing detailed technical guidance and solutions.
Key Responsibilities:
Investigate and resolve advanced customer technical issues via phone, email, and chat. Diagnose and troubleshoot software and hardware problems. Escalate unresolved issues to relevant departments (e.g., engineering, product development) with comprehensive documentation. Develop and maintain a deep understanding of our client's product suite and services. Create and update support documentation, knowledge base articles, and FAQs. Provide training and mentorship to Tier 1 support agents. Identify trends in customer issues and provide feedback to product and engineering teams for service improvement. Collaborate with cross-functional teams to ensure a seamless customer experience. Adhere to service level agreements (SLAs) and ensure timely resolution of all support tickets. Participate in ongoing training to stay updated on product changes and industry best practices.
Qualifications:
Minimum of 3 years of experience in a Tier 2 customer support or technical helpdesk role. Proven experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems. Strong analytical and problem-solving skills with a keen attention to detail. Excellent communication, interpersonal, and active listening skills, with the ability to explain technical concepts to non-technical users. Ability to work independently and manage time effectively in a remote setting. Demonstrated ability to handle complex and high-pressure situations with professionalism. Proficiency in troubleshooting common software and hardware issues. A proactive approach to identifying and resolving customer needs. Familiarity with remote work tools and collaboration platforms is essential. A passion for delivering exceptional customer service.
This is an exciting opportunity to become a vital part of a forward-thinking company, contributing directly to customer success. The role offers a competitive salary and benefits package, along with the unparalleled advantage of a fully remote work environment, allowing you to focus on your career without geographical constraints. This role is based in Ongata Rongai, Kajiado, KE , but operates entirely remotely.
