Key responsibilities:
Supervision of Service Support Team to ensure right Skilling
Service recovery for individual customer and customer base
Data Analysis, Reporting and Feedback
Process Improvements
Collaborating and Business Support
Training and Team Leadership.
Experience and Background Required:
Technical background is required with B.Sc. degree in IT, Engineering, Computer Science, Computer Technology or related field.
Good understanding of all the troubleshooting systems within the organization.
Understanding of HFC, GPON, VSAT, WIMAX, METRO and MPLS networks is an added advantage.
Call Centre experience as an Agent/Quality or Supervisor is an added advantage.
Understanding and experience on CRM, trouble ticketing systems, dispatch procedures and processes within the Customer Experience department.
Good Knowledge of advanced IPv4 & IPv6 networks.
Ability to work with multiple operating systems i.e. MACOSX, Windows and Linux.
Proficient in common troubleshooting tools such as CACTI & SOLARWINDS.
Understanding of DOCSIS2, DOCSIS3, GPON & Routers from different vendors.
Experience in a triple play company would be an added advantage.
Experience in Onsite support and maintenance is an added advantage.
Knowledge and experience in reading, analyzing, and interpreting periodical reports and technical procedures.
Experience in writing reports. Proficient in MS Office – specifically Excel, Word, PowerPoint.
Ability to effectively present information and respond to questions from groups of managers, clients and customers.
Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists.
Other Desirable Qualities;
Planning and organization skills with focus to delivering desired results
Ability to project a positive image for him/ herself and the company.
Good team player with a commitment to value-based leadership.
Credibility and flexibility to deal with people at a variety of levels.
Highly adaptable and versatile; and ability to create good and strong work ties cross departmentally
Ability to handle ambiguity and work unsupervised in any environment.
Ability to motivate staff through leadership and handle high stress environment positively.
Committed to quality, customer service, equal opportunities and diversity, best practice and best value
Interested and qualified candidates to submit their applications including a detailed CV and day time telephone contact to recruit@ke.wananchi.com on or before 7th March 2023The subject line should be Technical Support, Team Leader.Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.Only short-listed candidates will be contacted.
Apply via :
recruit@ke.wananchi.com
