Boss Telecom Ltd is in search of a dynamic and seasoned Customer Support & Fiber Operations Supervisor to oversee our customer support team and streamline fiber installation and service delivery operations. The preferred candidate will demonstrate 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 the execution of core duties, including developing and implementing strategic plans, managing cross-functional teams, and ensuring alignment with organizational objectives. Lead initiatives to enhance operational efficiency, foster innovation, and drive sustainable growth. Monitor performance metrics, identify key trends, and implement data-driven solutions to optimize outcomes. Collaborate closely with stakeholders to align on priorities, allocate resources effectively, and mitigate potential risks. Maintain a strong focus on leadership, accountability, and continuous improvement to achieve long-term success.
Oversee the Customer Support team to facilitate prompt and courteous resolution of customer inquiries and complaints.
Coordinate and oversee the planning of fiber installation schedules while guaranteeing the flawless execution of service activations.
Serve as the main point of contact and coordination between Customer Support, Fiber Installation Teams, and Network Operations.
You are responsible for tracking the duration of installation processes and verifying adherence to established Service Level Agreements (SLAs).
Address complex customer concerns that require elevated support and manage the resolution of technical faults.
Ensure installation reports are reviewed thoroughly to confirm that activations have been completed successfully.
Monitor recurring customer issues and propose enhancements to operational processes for increased efficiency and effectiveness.
Ensure customer records are meticulously maintained and generate comprehensive operational performance reports.
Provide guidance, support, and mentorship to customer support staff to enhance their skills and performance.
Provide customers with precise technical assistance concerning installation specifications and operational procedures.
Seeking a candidate with a Bachelor’s degree in Computer Science, Engineering, or a related field, complemented by a minimum of five years of hands-on experience in software development. Proficiency in programming languages such as Java, Python, or C++ is essential, along with expertise in database management and system architecture. Strong problem-solving skills, attention to detail, and the ability to collaborate effectively in cross-functional teams are required. Familiarity with Agile methodologies and cloud platforms like AWS or Azure is advantageous. The ideal applicant will demonstrate a track record of delivering scalable solutions and optimizing performance in previous roles.
A degree or diploma in Telecommunications, 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 fiber internet service delivery is required.
Minimum of one to two years of experience in a supervisory or team leadership capacity is required.
Bringing extensive expertise in assisting FTTH (Fire-to-the-Home) customers and overseeing fiber installation projects.
Exceptional leadership abilities, excellent communication skills, and a proven aptitude for problem-solving are required.
Skilled in leveraging customer relationship management systems, ticketing solutions, and telecom operational tools.
Technical certifications, including but not limited to CCNA, Mitotic, Ubiquity, or Fiber Optics, are advantageous.
Proficient in a range of technical skills and possesses comprehensive knowledge of relevant tools and methodologies to execute job responsibilities effectively. Demonstrates expertise in specific programming languages, software applications, and industry-standard frameworks. Capable of analyzing complex systems, troubleshooting technical issues, and implementing innovative solutions to enhance operational efficiency. Maintains up-to-date awareness of emerging technologies and best practices to ensure continuous improvement in technical capabilities.
Possesses a solid grasp of FTTH network architecture and its deployment methodologies.
Proficient in fiber installation protocols, including splicing, termination, testing, and activation procedures.
Proficient in diagnosing and coordinating the resolution of connectivity issues, such as signal loss, ONU/ONT faults, router configuration discrepancies, and customer premises equipment (CPE) malfunctions.
Possesses a solid understanding of UPON technology and practical experience in fiber network operations.
Proficient in utilizing network monitoring tools and ticketing systems is required.
Capable of analyzing installation reports, signal readings, and technical fault reports with precision and clarity.
Proven ability in managing field technicians and installation crews, ensuring efficient task execution and adherence to project timelines.
Proficiency in configuring routers, managing Wi-Fi networks, and performing fundamental LAN troubleshooting is required.
Familiarity with Service Level Agreements (SLAs) and incident management frameworks is required.
Demonstrates a strong aptitude for identifying and leveraging critical skills essential for performance in the role. Exhibits proficiency in essential areas that drive success, ensuring alignment with organizational objectives and industry standards. Maintains a keen focus on developing and refining expertise required to meet key performance indicators and deliver measurable results. Possesses the ability to adapt and apply competencies effectively within dynamic work environments while upholding professional excellence.
We seek an individual who demonstrates a strong commitment to customer satisfaction and places the needs of clients at the forefront of decision-making. The ideal candidate will prioritize understanding and addressing customer concerns while fostering meaningful relationships. You will actively engage with customers to identify their needs and ensure their expectations are met or exceeded through timely and effective solutions.
We are seeking an experienced leader capable of guiding and mentoring a high-performing team to achieve organizational goals. The ideal candidate will possess strong interpersonal skills to foster collaboration, resolve conflicts, and inspire team members to reach their full potential. This role requires the ability to delegate tasks effectively, provide constructive feedback, and support professional development initiatives. Additionally, the successful applicant must demonstrate a commitment to creating an inclusive and motivating work environment while ensuring accountability and alignment with company objectives.
Accomplished communication and interpersonal abilities are essential, enabling effective collaboration and relationship-building across diverse teams and stakeholders.
Possesses exceptional organizational and coordination skills, with a proven ability to manage multiple tasks efficiently and ensure seamless collaboration among team members. Demonstrates meticulous attention to detail and the capacity to prioritize responsibilities while maintaining high standards of accuracy and productivity.
Proven expertise in diagnosing and resolving complex technical challenges with efficiency and precision. Strong aptitude for analyzing intricate systems, identifying root causes of issues, and implementing effective solutions. Demonstrated ability to troubleshoot hardware, software, and network-related problems while maintaining minimal downtime. Excellent analytical skills paired with a methodical approach to problem-solving. Capable of providing clear, actionable recommendations to stakeholders and end-users to prevent recurrence. Familiarity with industry-standard tools and diagnostic techniques to ensure optimal system performance.
Attention to detail and follow-through
Demonstrated capacity to prioritize tasks efficiently while handling competing deadlines and shifting demands with ease.
Qualified and enthusiastic candidates are kindly requested to submit their CVs to hr@mybestjobs.co.ke, with the job title clearly indicated in the email subject line.
Qualifications
BA/BSc/HND , Diploma
Experience Required
3 - 5 years
