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  • Posted: Nov 7, 2022
    Deadline: Nov 11, 2022
  • Wananchi is the leading business providing affordable entertainment and connectivity for the rapidly growing middle class in East Africa.
    Read more about this company


    Technical Support Manager

    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

    Method of Application

    Interested and qualified candidates to submit their applications including a detailed CV and day time telephone contact to on or before 11th November 2022.

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