Wananchi Group Technical Support Team Leader Job Vacancy in Kenya

Wananchi Group (K) Ltd

Career Opportunity: 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
  • 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.