Technical Support Team Leader at Wananchi Group

Key responsibilities:

• Supervision of Service Support Team to ensure right Skilling
• Service recovery for individual customer and customer base
• Data Analysis, Reporting and Feedback
• Process Improvements
• Collaborating and Business Support
• Training and Team Leadership.

Experience and Background Required:

• Technical background is required with B.Sc. degree in IT, Engineering, Computer Science, Computer Technology or related field.
• Good understanding of all the troubleshooting systems within the organization.
• Understanding of HFC, GPON, VSAT, WIMAX, METRO and MPLS networks is an added advantage.
• Call Centre experience as an Agent/Quality or Supervisor is an added advantage.
• Understanding and experience on CRM, trouble ticketing systems, dispatch procedures and processes within the Customer Experience department.
• 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, DOCSIS3, GPON & Routers from different vendors.
• Experience in a triple play company would be an added advantage.
• Experience in Onsite support and maintenance is an added advantage.
• 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.
• Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists.

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