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Vacancies in Wananchi Group, Kenya

Wananchi Group (K) Ltd

Job Title: Service Engineer
Department: Customer Experience
Location: Gateway Park
Employment Status / Type: Full-time.
Position Reporting to:Team Leader Technical Support
Manages Others: No

Job Purpose / Summary: Reporting to the Technical Support Team Leader, the job holder is responsible for call technical support and troubleshooting guidance pertaining to Wide Area Network (WAN), Local Area Network (LAN), Internet, data, voice, mail and managed LAN services queries from customers satisfactorily within the defined scope and laid down standards processes & procedures within the Helpdesk or Onsite.
The job holder will be expected to a) identify customer problems of a technical nature that are relevant for Technical organization’s quality improvement, b) investigate, c) design ad hoc reports that can assist the technical team.
The job holder will be expected to undertake extensive troubleshooting for any escalated matters using the existing systems and follow up that they have been resolved.
The job holder will be expected to act as a liaison between the Cs Team and the NOC, Engineering and technical team in reporting customer calls and queries so as to provide sufficient information in trying to understand and resolve customer related problems.
Key Roles:
·         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.
·         Good interpretation of customer calls to meaningful reports and understanding of the Network which can be presented to the technical team for continuous improvement of customer issues.
·         Act as a liaison between the technical team and CS team on customer issues reporting.
·         Log and follow-up on faults with internal / external suppliers.
·         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.
·         Follow up on any tasks which are allocated by the Technical Support Team Leader.
·         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.
·         Good understanding of the METRO, MPLS, HFC, GPON and Satellite networks.
·         CCNA /CCNP practical knowledge of its application and certification is an 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.
·         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.
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 30th April 2019.
The subject lines depending on the application should be “Customer Experience – Service Engineer”.

Job Title: Planning and Data Analyst

Job Purpose / Summary:Reporting to Head of Customer Experience, the Planning & Data Analyst is expected to turn data into information and information into insights to guide business decisions.
The Analyst will conduct full operations lifecycle activities to include requirements analysis and design, develop analysis and reporting capabilities, and continuously monitor performance and quality control plans to identify improvement areas.
Key Performance Indicators:
·         Provide weekly, monthly and annual forecasts and resource planning in order to support the department performance objectives
·         Interpret data, analyze results using statistical techniques and provide ongoing reports
·         Identify, analyze, and interpret trends or patterns in complex data sets
·         Generate and distribute management reports (periodic and ad hoc) in an accurate and timely manner
·         Develop and implement data collection systems and other strategies that optimize statistical efficiency and data quality
·         Acquire data from primary or secondary data sources and maintain databases/data systems
·         Review system reports and performance indicators to locate improvement opportunities on process, service and resource planning
·         Work closely with management to prioritize business and information needs
·         Defining inputs for ad hoc Business Case justification
·         Analyze business information to identify process improvements for increasing business efficiency and effectiveness
·         Participate in cross-functional meetings to resolve recurring customer issues
·         Link to IT & other source departments on system issues relating to reporting
·         Ensure there is a recovery plan on data relating to customer support operations
·         Manage the information systems through defining data entry & extraction points
·         Define system access matrixes for Team as per security and IT Policies
·         Provide customer support and assistance in issue troubleshooting and resolution
Experience & Background Needed
·         A good understanding of customer support resources, forecasting and planning techniques and how their successful deployment can deliver step change in the customer experience and operation efficiency
·         2 years’ experience in a large 24/7 and diverse customer support operation, preferably in ICT sector
·         Experience with Workforce Management technologies, preferably within a multi-site or multi-skilled, complex telephony environment
·         Recent and demonstrable experience in data analysis, reporting and planning
·         Technical expertise regarding data models, database design development, data mining and segmentation techniques
·         Knowledge of statistics and experience using statistical packages for analysing large datasets (Excel, SPSS, SAS etc)
·         Added advantage – reporting packages (Business Objects etc), databases (SQL etc), programming (XML, Javascript, or ETL frameworks)
·         Strong analytical skills with the ability to collect, organise, analyse, and disseminate significant amounts of information with attention to detail and accuracy
·         Adept at queries, report writing and presenting findings
·         BS in Mathematics, Economics, Computer Science, Information Management or Statistics
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 30th April 2019.
The subject lines depending on the application should be Planning and Data Analyst.
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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