Job Purpose / Summary:  
Reporting to the Team Leader, the job holder is responsible for answering customer enquiries, monitoring, troubleshooting and escalating, for Zuku Fiber client connections on HFC and GPON networks; Voice platform and Metro Ethernet.  
The job holder will be expected to provide one-stop customer support for all Fiber services by responding to customer contacts within defined SLAs
resolve customer query on first contact and keep the promise of query/problem resolution for escalated cases
take full ownership of customer cases that land and handover unresolved cases at end of day
ensure customer satisfaction with service and quality of support provided.
The job holder will be expected to undertake extensive troubleshooting for any service matters using the existing systems and follow up with transversal teams to resolve.
Good interpretation of customer queries and relay of accurate information to reassure customers and manage their expectations – are key to this role.
The job holder will be expected to identify and highlight to the Team Leader, all emerging service issues of general of unique nature; that may require maintenance, upgrade or restructuring of Fiber services in order to meet customer needs.
The job demands high performance of the holder, for which KPIs are defined and measured for monthly performance scores.
Any other duty that may be assigned.
Experience and Background Required:
Degree / Diploma in any of these fields: Electrical / Electronic, Telecommunications, Computer Technology, Computer Science, Information Technology.
2 years Experience in Engineering
Skills in Enterprise Solutions, VPN.
Knowledge in transmission.
Understanding of – IP networks; the contention ratios in the network; Metro Ethernet networks
Troubleshooting skills e.g. on CMTS basic configuration, IP assignment (DHCP services).
Understanding of the basic network design & structure:  Master node, distribution node, GPON.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Knowledge and experience in reading, analyzing, and interpreting reports and technical procedures.
Proficiency in MS Office – specifically Excel, Access, Word, PowerPoint.
Ability to effectively present information and respond to questions from management, peers and customers.
Ability to handle service delivery and service assurance processes and structures in a large telecommunications environment.
Self-driven, customer centric and team player.

Applicants should send a detailed CV, day time telephone contact to recruit@ke.wananchi.com with a subject line Customer Experience Service Engineer on or before 11th October 2017.

Apply via :

recruit@ke.wananchi.com