Wananchi Group (K) Ltd
Job
Title: Technical
Support Team Leader
Department: Customer
Experience
Location: Gateway
Park
Employment
Status / Type: Full-time
Position
Reporting to: Technical Support Manager
Manages
Others: Yes
Titles
& Number of Positions Managed:
· 20
Service Engineers – *Supervised by 2 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.
· 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:
1.
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.
2.
Analyze network, access & systems performance to provide real- time
escalations with areas for improvement and recommend long-term solutions
3.
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.
4.
Contribute to product development and improvement through continuous feedback
analysis collected from clients.
5.
Liaise between the Technical and Customer Experience team on customer issues
reporting to ensure timely resolution
6.
Extensive troubleshooting of all customer escalated matters including but not
limited to HFC, GPON, METRO, MPLS, WiMAX, DTH, TV and managed Wi-Fi.
7.
Good knowledge of the troubleshooting systems so as to analyze, provide
feedback and recommendations for improvements.
8.
Design and develop reports and analysis that will assist the technical team to
pin point trouble spots which require immediate actions.
9.
Contribute to product development and improvement through continuous feedback
analysis collected from clients.
10.
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.
11.
Pick up CE projects on systems/network and work with relevant stakeholders to
deliver the projects in a timely manner.
12.
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.
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.