Technical Support Manager at Wananchi Group

Department: Customer Experience

Position Reporting to: Director, Customer Experience

Managing Others: Yes

Positions Managed:

• Service Support B2C – 11
• Service Support B2B – 11

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 Manager by self and team will oversee the overall performance of the B2C & B2B customer problem capture and resolution processes within Wananchi Group, assuring that the different stakeholders:

• Know and recognize their process defects
• Solve them duly in time & quality
• Implement action plans to prevent them.

Key responsibilities:

• Service recovery for individual customer and customer base
• Data Analysis, Reporting and Feedback
• Spearheading policy creations to ensure Customer Excellence and retention
• Process Improvements
• Collaborating and Business Support
• Training and Team Leadership.

Key Roles:

• Manage customer complaints/problems by taking ownership and assuring resolution in a timely manner as well as ensuring that customers are advised of the most appropriate delivery channels to meet their needs.
• 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.
• Ensure the smooth every day running of the Service Support team, ensuring that SLAs are met and that quality targets are reached and maintained.
• Provide root-cause analysis for operational problems to ensure the cause of network faults is properly identified and the correct steps are taken to eliminate re-occurrence of the same problem.
• Ensure key network performance parameters are monitored by and propose improvements in monitoring to accurately measure the overall performance of the network.
• Liaise with third-party vendors in the resolution of network equipment faults.
• Handle first, second or third level escalations from the other team members.
• Act as the technical lead for Customer experience projects in liaison with Technical team.
• Outage/degradation detection and notification to relevant teams within the stipulated timelines.
• Follow-up outages noted thereby creating a ticketing and following up to resolution.
• Research of trouble spots in the network and systems, raising tickets and follow up.
• Escalate any unresolved faults and issues as per escalation procedure documents and the SLAs provided.
• Consistent and proactive monitoring of customer equipment majorly on the HFC, GPON VSAT, WiMAX and Metro networks.
• Analyse the entry of customer complaints/problems being a member, where applicable of the different inter-functional work groups and improvement teams.
• Track and monitor the customer problem exceeding the agreed SLA’s and escalate to the required level of management until complete resolution.
• Assure quality of the solution offered to the B2C & B2B customers, by executing a quality control check.
• Track and monitor reopened, repeated customer problems, executing a special customer care plan on affected customers, developing actions plans and following up until complete resolution.
• Agree on challenging performance objectives and measures for the team, providing regular feedback on honest assessment and achievement.
• 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.
• Contribute to product development and improvement through continuous feedback analysis collected from clients.

Experience and Background Required:

• Technical background is required with B.Sc. degree in IT, Engineering, Computer Science, Computer Technology or related field.
• Understanding of HFC, GPON, VSAT, WIMAX, METRO and MPLS networks is an added advantage.
• Good technical troubleshooting skills on DNS, Internet, Telephony, TV, VPN, LAN, WAN, Broadband networks and Enterprise solutions.
• Experience in leading a technical support team, including Call Centre experience
• Experience in managing and driving service improvements while managing multiple stakeholders within a Telco company and contact centre.
• Experience in developing and executing strategic plans
• Strong co-ordination skills with support functions such as training and planning.
• 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, DOCSIS 3, GPON & Routers from different vendors.
• Understanding and experience on CRM, trouble ticketing systems, dispatch procedures.
• 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.

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