Wananchi Group Technical Support Team Leader Jobs in Kenya

Wananchi Group Technical Support Team Leader Jobs in Kenya

Wananchi Group (K) Ltd
Job Title:

  • Technical Support Team Leader
    Department:
  • Customer Experience
    Location:
  • Gateway Park
    Employment Type:
  • Full-time.
    Position Reporting to:
  • Technical Support Manager
    Manages Others:
  • Yes

    Titles & Number of Positions Managed:

  • 21 Service Engineers
  • *supervised by 3 Team Leaders for 24/7
  • operations supporting +5 country client support

    Job Purpose / Summary:

    Responsible for the service support of network management related to all customer problems and claims.

    Based on a continuous improvement approach the Technical Support Team Leader will track the performance of customer problem capture and resolution processes for escalated service complains;

    Know and recognize their process defects
    Solve them duly in time & quality
    Implement action plans to prevent them.

    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.

    Key Roles:
  • Daily monitoring and reporting on the intake of B2C & B2B customer problem by type, root cause, SLA compliance, average closing time and average pending time.
  • Extensive troubleshooting of all customer escalated matters including but not limited to HFC, GPON, METRO, MPLS, WiMAX, DTH, TV and managed Wi-Fi.
  • Research for potential trouble spots using the available troubleshooting tools and providing workable solutions and/or escalating to the relevant department for closure.
  • Track and monitor reopened, repeated customer problems, executing a special customer care plan on affected customers, developing actions plans and following up until complete resolution.
  • Pursue team and personal development to increase effectiveness/efficiency, acknowledging strengths and areas of development as well as share knowledge experience and best practice with other team members.
  • Contribute to product development and improvement through continuous feedback analysis collected from clients.
  • Act as a liaison between the technical team and CS team on customer issues reporting.
  • Good knowledge of the troubleshooting systems so as to analyze, provide feedback and recommendations for improvements.
  • Design and develop reports and analysis that will assist the technical team to pin point trouble spots which require immediate actions.
  • Contribute to product development and improvement through continuous feedback analysis collected from clients.
  • Any other duty that may be assigned.

    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, DOCSIS 3, 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

    How to Apply
  • Interested and qualified candidates to submit their application including a detailed CV and day time telephone contact to recruit@ke.wananchi.com on or before 13th February 2019
  • The subject line Team Leader, Technical Support.
  • 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.
  • Note: Canvassing will lead to automatic disqualification.

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