Wananchi Group Technical Support Team Leader Jobs in Kenya

Wananchi Group Technical Support Team Leader Jobs in Kenya



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.
Provide quality resolution in a timely manner.
Implement action plans to prevent re-occurrence

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.

  • Analyze network, access & systems performance to provide real- time escalations with areas for improvement and recommend long-term solutions

  • Track and monitor re-opened & repeated customer problems, executing a special customer care plan on affected customers, developing actions plans and following up until complete resolution.

  • Contribute to product development and improvement through continuous feedback analysis collected from clients.

  • Liaise between the Technical and Customer Experience team on customer issues reporting to ensure timely resolution

  • Extensive troubleshooting of all customer escalated matters including but not limited to HFC, GPON, METRO, MPLS, WiMAX, DTH, TV and managed Wi-Fi.

  • 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.

  • 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.

  • Pick up CE projects on systems/network and work with relevant stakeholders to deliver the projects in a timely manner.

  • 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, 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

    How to Apply

    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 2023

    The subject line should be Technical Support, Team Leader.

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