Technical Support Manager at Wananchi Group

Job Purpose / Summary: Technical Support Manager

Manage the Technical Support function in Customer Experience Department. Responsible for the service quality to the customer and resolution of service queries.

Based on a continuous improvement approach the Service Quality Manager will oversee the overall performance of Technical Support function to deliver quality service to B2C & B2B clients within Wananchi Group (Zuku Fiber, Zuku TV, SimbaNET, WTL, ISAT). Ensure that the customers receive promised services in quality and timeliness. that may be assigned.

Key Roles:

• Continuously interrogate network infrastructure and service delivery to flag trouble spots and emerging service issues to Technical Department for action.
• Connect network, service delivery and customer support to business objectives of customer retention and growth in active customer base and revenue.
• Audit customer facing processes through customer lifecycle from on-boarding, usage, query resolution and site visits. Introduce improvements to achieve first time right at each step.
• 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.
• Present service quality challenges to stakeholders and get their commitments to resolve the defects.
• Check solutions provided against customer expectations and feedback.
• 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.
• Follow up on network and equipment upgrades to establish service benefits to customers. Assure quality of the solution offered to the customers, by executing a quality control checks.
• Ensure key network performance parameters are monitored by and propose improvements in monitoring to accurately measure the overall performance of the network.
• Proactive monitoring of customer equipment majorly on the HFC, GPON VSAT, WiMAX and Metro networks. Propose and follow through on customer equipment improvements and necessary replacements.
• Liaise with Technical Department and third-party vendors in the resolution of network faults.
• Act as the technical lead for Customer Experience projects in liaison with transversal teams.
• Track and monitor reopened, repeated customer and network problems and work with Technical Dept to develop and implement long-term solutions.
• Agree on challenging performance objectives and measures for the team, providing regular feedback on progress and achievement.
• Design and develop reports and analysis that will assist the technical team to pin point trouble spots which require immediate actions.
• Train and empower Technical Support Team to deliver quality and timely support to each customer.
• Any other duty

Experience and Background Required:

• Technical background: B.Sc. degree in IT, Engineering, Computer Science, Computer Technology or related field.
• Leadership experience in a service delivery function including multiple stakeholders within Telco/ICT sectors.
• Understanding of HFC, GPON, VSAT, WIMAX, METRO and MPLS networks is an added advantage.
• Quality control certification advantageous. Ability to create and review quality control processes.
• Data analysis and statistical aptitude. Knowledge and experience in reading, analyzing, and interpreting reports and technical procedures.
• Troubleshooting skills: DNS, Internet, Telephony, TV, VPN, LAN, WAN, Broadband networks, Enterprise solutions.
• Experience in leading a technical support team, including Call Centre experience
• 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.
• Knowledge in transmission.
• Understanding and experience on CRM, trouble ticketing systems, dispatch procedures.
• Understanding of – IP networks; the contention ratios in the network; Metro Ethernet networks
• Skills in Enterprise Solutions, VPN.
• Troubleshooting skills e.g. on CMTS basic configuration, IP assignment (DHCP services).
• Understanding of the basic network design & structure: Master node, distribution node, GPON.
• Ability to solve problems and deal with a variety of variables in situations where limited standardization exists.
• Proficiency in MS Office – specifically Excel, Access, Word, PowerPoint.
• Self-driven, customer centric and team player.

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