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Wananchi is the leading business providing affordable entertainment and connectivity for the rapidly growing middle class in East Africa.
Department: Customer Experience
Location: Gateway Park
Employment Status / Type: Full-time.
Position Reporting to: Team Leader Technical Support
Manages Others: No
Job Purpose / Summary: Reporting to the Technical Support Team Leader, the job holder is responsible for call technical support and troubleshooting guidance pertaining to Wide Area Network (WAN), Local Area Network (LAN), Internet, data, voice, mail and managed LAN services queries from customers satisfactorily within the defined scope and laid down standards processes & procedures within the Helpdesk or Onsite.
The job holder will be expected to a) identify customer problems of a technical nature that are relevant for Technical organization’s quality improvement, b) investigate, c) design ad hoc reports that can assist the technical team.
The job holder will be expected to undertake extensive troubleshooting for any escalated matters using the existing systems and follow up that they have been resolved.
The job holder will be expected to act as a liaison between the Cs Team and the NOC, Engineering and technical team in reporting customer calls and queries so as to provide sufficient information in trying to understand and resolve customer related problems.
Key Roles:
Experience and Background Required:
Interested and qualified candidates to submit their application including a detailed CV and day time telephone contact to recruit@ke.wananchi.com on or before 30th April 2019.
The subject lines should be the job position
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.
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