EUCOOKIELAW_BANNER_TITLE

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.

Share this:

Like this:

Like Loading…


The post Wananchi Group Customer Service Engineer Job in Kenya appeared first on JSEP KENYA.

click here for more details and apply to position

SIMILAR JOBS ( NEWEST )

JOB INTERVIEW
Tipical Questions
“Please give me an example of a time when you had a problem with a supervisor/co-worker and how you approached the problem.” “I think that the hardest thing about work isn’t the work, it’s the people at work,” Teach says. Most employees have a problem with a supervisor or co-worker at some point in their career. How they handle that problem says a lot about their people skills. If you can explain to the interviewer that you were able to overcome a people problem at work, this will definitely help your chances of getting the job, he says.
Questions to ask
What can you tell me about your new products or plans for growth? This question should be customized for your particular needs. Do your homework on the employer’s site beforehand and mention a new product or service it’s launching to demonstrate your research and interest. The answer to the question will give you a good idea of where the employer is headed.