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Wananchi Group Customer Service Engineer Job in Kenya

 FULL TIME
May 082017
 


Wananchi Group (K) Ltd

Job Title: Customer Service Engineer

Department: Customer Experience

Location: Gateway Park

Full-time

Position Reporting to: Technical Support Manager

Manages Others: No

Job Purpose / Summary: Reporting to the Technical Manger, the job holder is responsible for monitoring, troubleshooting, reporting and escalating of all Wananchi Group client connections on HFC and GPON networks; TV services, Voice platform and Metro Ethernet;

The job holder will be expected to identify and investigate customer cases of technical nature for resolutions and organization’s quality service improvement.

The job holder will be expected to undertake extensive troubleshooting for any escalated matters using the existing systems and follow up on resolution.

The job holder will be expected to act as a liaison between the Cs Team and the NOC, Engineering and technical team in escalating customer cases and queries to provide sufficient information to understand and resolve customer related problems.

Key Roles:

  • Extensive troubleshooting of all customer escalated matters including but not limited to HFC, GPON; TV, VOIP 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.
  • 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.
  • Any other duties that may be assigned.

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