English Speaking Customer Support Agent – Technical Support

About the role

We are looking for an English‑speaking Customer Support Agent who can troubleshoot technical issues and deliver exceptional service to our global clients. This full‑time, remote position allows you to work from anywhere in Kenya while supporting a variety of web and mobile applications.

Key responsibilities

• Provide customer support via email, live chat, and phone.
• Troubleshoot login, password, account access, product setup, connectivity and other common technical issues using guided steps.
• Explain solutions clearly and professionally.
• Document interactions and categorize tickets accurately.
• Escalate complex cases to specialized teams.
• Identify recurring issues and suggest process improvements.
• Collaborate with teammates to enhance the overall customer experience.

Required profile

• Excellent spoken and written English.
• Minimum 1 year experience in customer service, helpdesk or similar roles.
• Comfortable following structured troubleshooting guides.
• Familiar with web and mobile applications.
• Strong attention to detail and documentation skills.
• Calm, patient and empathetic when assisting customers.

Required skills

• Experience with CRM or helpdesk platforms such as Zendesk.
• Experience with Intercom.
• Experience with Freshdesk.
• Experience with Salesforce.
• Experience with HubSpot.

What we offer

• 100 % remote work (44 hours per week).
• Collaborative and supportive global team.
• Exposure to international clients and brands.
• Opportunities for professional growth in a fast‑growing startup.