Reporting to the Fixed Customer Support Lead, the position holder will perform daily 2nd Level customer support, customer installations, service provisioning and partner operations for FTTx customers and resolution of 1st Line escalations within SLA in order to achieve and surpass Customer experience expectation for Safaricom Fixed Business by ensuring service requests are fulfilled within defined OLA’s/SLA’s for quality service delivery.
Responsibilities
- Uphold
the company code of conduct, policies and procedures, ensuring integrity
and accountability in every aspect of your work.
- All
employees have a responsibility to adhere to safety, health, and
wellbeing policies, guidelines and procedures in all actions and
decisions.
- Accept
and resolve escalations from 1st line support, partners and any other
stakeholders and deal with customers issues raised on email/phone.
- Customer
focused with a professional outward attitude.
- Troubleshoot,
follow up, analyze and resolve FTTx network issues by closely coordinating
with the relevant stakeholders and report on support performance.
- Support
FTTx customers on in-house troubleshooting and offer alternative solutions
in line with emerging technologies.
- Engage
with business team & partners on the ground to understand the
challenges with customer services & deployed networks and close the
gaps either working with one’s own team or cross-functional verticals.
- Strategize
in coordination with different stakeholders to bring down the customer
complaint ratios/demand consistently.
- Ensure
compliance with all current customer processes and procedures in all
operations.
- Be
able to communicate effectively and professionally with internal and
external customers.
- Perform
daily Fixed partner performance tracking and reporting.
- Continuously
review and recommend customer solutions to maximize service availability
- Anticipate
potential problems and proactively give suggestions to partners/internal
teams in areas like process adherence, technology upgrades/optimization,
better service delivery and automation.
- Ensure
partner satisfaction by responding to all escalations regarding delivery
& fault rectification.
- Oversee
Fixed customer solutions partners and effectively liaise with subject
matter experts’ level 3 support to diagnose, troubleshoot, and fix complex
customer issues.
- Handling
escalations from all Fixed Customer Solutions stakeholders and
progressively update them on resolution activities and technical customer
experience initiatives.
- Perform
network and customer field visits to ensure and sustain quality FTTx
network infrastructure.
- Capacity
monitoring and reporting on Fixed Customer Solutions ISP network
resources.
- Perform
scheduled preventive maintenance for proactive support of all Fixed
Customer Solutions customers.
- Perform
root cause analysis on all incidents and problems to avoid recurrence and
issuance of incident reports on the same to home stakeholders.
- Deliver
excellence in Fixed Customer management by continuously training both
partners, Dispatch and 1st line support teams on troubleshooting skills
and best practices.
- Proactive
communication of service outages, network changes and progressively update
stakeholders during faulting.
- Continuously
review and improve on the existing processes to benchmark on best
practices and ensure adherence.
- Tracking
and reporting on FTTx Inventory management.
- Communication
with management on weekly achievements/ targets/ concerns.
- Embrace
and drive compliance with Health & Safety standards and provide weekly
EHS reports.
- Flexibility
to undertake works outside normal working hours.
Qualifications
- Bachelor’s
degree in engineering, computer science, electronics, IT,
Telecommunications or any related technical field.
- CCNP,
CCIP, CCVP, HCNA, CWNA will have added advantage or equivalent
certification.
- At
least 2 years’ experience in technical support and preferably for an
Internet Service provider or equivalent.
- Familiarity
and experience with FTTH, GPON & wireless access technologies will
have an added advantage.
- Capability
to demonstrate ways to automate repetitive tasks will have an added
advantage
- Proven
customer service/support skills with internal and external customers
How to Apply
