Boss Telecom Ltd is recruiting a proactive and seasoned Customer Support & Fiber Operations Supervisor to oversee our customer support division and streamline fiber installation and service delivery operations. The preferred applicant will exhibit exceptional leadership in customer service, possess in-depth technical expertise in fiber internet services, and excel at fostering collaboration between customers, field technicians, and network operations teams.
Oversee and execute a range of critical duties, ensuring alignment with organizational goals and maintaining high standards of efficiency. Lead initiatives that drive productivity, quality, and innovation while fostering collaboration across teams. Develop and implement strategies to optimize workflows, resolve challenges, and enhance performance metrics. Monitor progress, analyze outcomes, and provide actionable insights to stakeholders to support data-driven decision-making. Cultivate a culture of accountability, continuous improvement, and professional development within the team.
Oversee the Customer Support team with a focus on driving prompt and courteous resolution of customer inquiries and complaints.
Oversee the scheduling of fiber installations and guarantee successful service activations.
Serve as the main point of contact and coordination between Customer Support, Fiber Installation Teams, and Network Operations.
Track and verify installation completion timelines while upholding adherence to Service Level Agreements (SLAs).
Responsible for managing escalated customer concerns and facilitating the resolution of technical faults.
Examine installation reports ensuring all activations were completed successfully.
Monitor recurring customer issues and develop recommendations to enhance operational efficiency.
Ensure customer records are meticulously updated and generate comprehensive operational performance reports.
Provide ongoing guidance, instruction, and mentorship to customer support personnel to enhance their skills and performance.
Provide precise technical assistance to customers, addressing their inquiries about installation prerequisites and proper service utilization.
Seeking candidates with a Bachelor’s degree in a relevant field and a minimum of 3 years of industry experience. Strong communication and teamwork skills are essential, along with proficiency in Microsoft Office Suite. Additional expertise in project management software is highly advantageous. Ability to analyze data, solve complex problems, and adapt to evolving priorities is required. Prior experience in a leadership role is preferred, though not mandatory. Commitment to continuous learning and professional development is expected.
A diploma or degree in Telecommunications, Information and Communication Technology (ICT), Computer Science, Business Administration, or an equivalent discipline is required.
A minimum of three years of hands-on experience in telecommunications, ISP operations, or the delivery of fiber internet services is required.
Seeking candidates with a minimum of one to two years of professional experience in a supervisory capacity or leading teams to success.
With a strong background in assisting FTTH (Fire-to-the-Home) customers and managing fiber installation projects, you will play a key role in ensuring seamless service delivery and customer satisfaction.
Demonstrated ability to lead teams, communicate effectively, and resolve complex challenges with innovative solutions.
Proven expertise in leveraging CRM systems, ticketing platforms, and telecom operations tools is required.
Technical certifications, including CCNA, Mitotic, Ubiquity, or Fiber Optics, are considered advantageous.
Seeking a candidate with a robust foundation in technical skills and specialized knowledge, encompassing proficiency in relevant programming languages, software development methodologies, and system architecture principles. The ideal applicant should demonstrate hands-on experience with databases, cloud services, and cybersecurity best practices, along with familiarity with DevOps and continuous integration/continuous deployment (CI/CD) pipelines. Additionally, expertise in troubleshooting, debugging, and optimizing technical solutions is essential to ensure system reliability and performance. Strong analytical abilities and problem-solving skills are required to address complex technical challenges effectively.
Possesses a comprehensive knowledge of Fiber to the Home (FTTH) network architecture and its implementation methodologies.
Proficiency in fiber installation standards, splicing techniques, termination processes, testing methodologies, and activation procedures is required.
Proficient in identifying and resolving connectivity challenges such as signal degradation, ONU/ONT malfunctions, router configuration errors, and customer premises equipment (CPE) defects.
Proficient in UPON technology and fiber network operations is required.
Proficiency in network monitoring tools and ticketing systems is required.
Proficient in analyzing installation reports, signal readings, and technical fault reports with precision and clarity.
Skilled in managing and directing field technicians and installation crews to ensure efficient project execution and adherence to timelines.
Proficiency in Wi-Fi networking principles, router configuration, and foundational LAN troubleshooting techniques is required.
Familiarity with Service Level Agreements (SLAs) and incident management frameworks is required.
Demonstrates proficiency in critical competencies essential for success in the role, including advanced problem-solving abilities, effective communication, and strong leadership capabilities. Exhibits adaptability to evolving challenges and a commitment to continuous learning. Possesses a deep understanding of industry-specific regulations and best practices, ensuring compliance and operational excellence. Displays keen analytical skills to interpret data, assess risks, and drive informed decision-making. Maintains a results-oriented mindset with a focus on delivering measurable outcomes and fostering collaborative team dynamics.
We value individuals who prioritize customer needs and satisfaction as the foundation of their work. This role requires a strong commitment to understanding and addressing client concerns promptly and effectively. You should demonstrate empathy, patience, and a proactive approach to resolving issues while maintaining a positive and professional demeanor.
Provides guidance and oversight to teams while managing personnel, ensuring effective coordination, performance optimization, and professional development of team members.
Individuals must possess exceptional verbal and written communication abilities, along with strong interpersonal competencies, to effectively engage with colleagues, clients, and stakeholders across diverse professional settings.
Exceptional proficiency in organization and coordination is essential for this role.
Proven ability to analyze and resolve complex technical issues with a structured and logical approach, demonstrating strong analytical skills and attention to detail in identifying root causes and implementing effective solutions.
Demonstrates meticulous attention to detail and ensures thorough completion of assigned tasks.
Capable of organizing and prioritizing tasks efficiently while handling diverse responsibilities simultaneously, ensuring optimal productivity and timely project completion.
Qualified and enthusiastic applicants are encouraged to submit their CVs to hr@mybestjobs.co.ke, with the job title clearly indicated in the subject line of the email.
Qualifications
BA/BSc/HND , Diploma
Experience Required
3 - 5 years
