Vacancies at Tatu City Limited

As a Customer Support Engineer, you will be primarily responsible for monitoring, maintaining, and troubleshooting Fahari Link and its affiliates' multiservice network infrastructure and implementing changes, such as provisioning, suspension, reactivation, and termination of circuits, in response to user requests and project work. You will also be required to deal with escalated issues from customers, other team members, and other departments.

Responsibilities

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Troubleshooting systems within the organization using the available troubleshooting tools, Cacti, Libre, GPON Smart OLT, GPON UNM2000, the Dude, and GPON Huawei NCE.
• Diagnose and resolve faults on network devices such as routers, switches, firewalls, and bandwidth managers.
• Ensure the core network performance and availability are within the stipulated Key Performance Indicators (KPIs).
• Skills in Enterprise Solutions, VPN, SDWAN, including METRO, MPLS, GPON, and Wireless networks
• Actively monitor the network and promptly report any unforeseen issues that could result in downtime.
• Ensure key network performance parameters are monitored and propose improvements in monitoring to accurately measure the network's overall performance.
• Understanding and experience in CRM, trouble ticketing systems, dispatch procedures, and processes within the Customer Experience department.
• Experience in Onsite support and maintenance. Both fiber and wireless technologies.
• Knowledge and experience in reading, analysing, and interpreting periodical reports and technical procedures.
• Assist the Account Executive in managing large amounts of incoming phone calls.
• Ability to effectively present information and respond to questions from groups of managers, technical leads, and customers.
• Fulfill any additional responsibilities delegated by the leadership team and management.

Requirements

Skills and Experience

• Strong analytical skills and ability to collate and interpret data from various sources.
• Ability to assess and prioritize faults and respond or escalate accordingly.
• Strong phone contact handling skills and active listening
• Skills to configure different types of switches, firewalls, and routers.
• Be able to work in a call-out Rota running 24×7.
• Excellent communication and presentation skills
• Knowledge of BGP, MPLS (L2 and L3 VPNs), ISIS and OSPF both in IPv4 and IPv6 networks.
• B.Sc. degree in IT, Engineering, Computer Science, Computer Technology, or a related field.
• CCNA/JNCIA/HCNA certification, CCNP/JNCIP will be an added advantage.
• Ability to work under pressure and meet sales targets.

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RESPONSIBILITIES

• Write SQL queries and python code for pulling and working with large data sets.
• Construct efficient multi-threaded data models from large data sets.
• Create visual representations of data for executive reporting.
• Build dashboards for daily operational usage.
• Utilize Statistical analysis, Predictive and Prescriptive modeling, and forecasting to provide business insights.
• Design analytical models to identify areas of improvement, optimization of operational efficiencies, and increased revenue.
• Analyze customer touchpoints with the Contact Center.
• Identify trends and patterns in customer behaviors.
• Make data backed recommendations on Contact Center programs.
• Manage cross-platform reporting and data processing.
• Correlate omnichannel data for KPI tracking.
• Create and maintain data repositories.
• Work with stakeholders to identify needs and implement solutions.
• Clearly communicate understandings of business needs, results, and solutions.

Requirements

SKILLS AND EXPERIENCE

• Bachelor’s Degree from an accredited University.
• Minimum of 2 years of experience in an analytical role.
• Advanced experience with SQL, Python, building data models, data validation, and QA.
• Preferred experience with Power BI, Azure Data Lake, Databricks, and Visual Analytics.
• Preferred experience with omnichannel data and Azure Cognitive Services.
• Working knowledge of Excel and Powerpoint.
• Prior experience with speech analytics and sentiment analysis is a plus.
• Ability to work in a fast-paced dynamic environment with shifting priorities.
• Must have excellent attention to detail, strong analytical skills, and the ability to prioritize multiple tasks.
• Strong data mining skills with the ability to understand cross-platform integrations.
• Excellent written and verbal communication skills with an aptitude for analytical thinking.
• Must be proactive, self-motivated, and be able to work both independently and collaboratively.

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RESPONSIBILITIES

• Support the operational needs of the Contact Center and increase insights into customer interactions.
• Curate new data products that package Call Center performance information into easily readable and understandable formats.
• Propagate techniques for answering basic report questions and conveying data definitions.
• Use statistical analyses and mathematical models to derive insights about Call Center operations.
• Maintain solutions for data governance and documentation.
• Partner with other departments to build holistic cross functional dashboards for executives.
• Use data to analyze Call Center performance, identify trends, and provide feedback to Managers and Trainers while improving SLAs and CSAT.
• Meet with Managers to identify their analytical needs for growing their departments.
• Create tickets and report/dashboard mock-ups for new reporting functionality based on stakeholder requirements.
• Act as liaison between stakeholders and cross-functional support teams for data issues
• Monitor industry trends to watch for new functionality and best practices that can be introduced to improve productivity.
• Report on current performance trends to Management and Executives.

Requirements

SKILLS AND EXPERIENCE

• Bachelor’s Degree in Business Analytics or related field.
• 1+ years experience with Data Analytics
• Proficiency in Power BI including creating dashboards and data connections
• Prior experience and in depth understanding of omni-channel contact centers
• Create data driven presentations for executives on short notice
• Adept at handling multiple simultaneous projects
• Excellent written and verbal communication skills with an aptitude for analytical thinking
• Ability to work in a fast-paced dynamic environment with shifting priorities
• Must be proactive, self-motivated, and be able to work both independently and collaboratively