Wananchi Group (K) Ltd
Job Title: Customer Service Engineer
Department: Customer Experience
Location: Gateway Park
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.
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