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Dec 20, 2017

Wananchi Group Service Engineer

Wananchi Group (K) Ltd

Job Title: Service Engineer

Department:
Customer Experience
 
Location: Gateway Park
 
Employment Status / Type: Full Time

Position Reporting to: Customer Surveillance Manager
 
Manages Others: No

 
Job Purpose / Summary: Reporting to the Team Leader, the job holder is responsible for answering customer enquiries, monitoring, troubleshooting and escalating, for Zuku Fiber client connections on HFC and GPON networks; Voice platform and Metro Ethernet. 
 
The job holder will be expected to
  • provide one-stop customer support for all Fiber services by responding to customer contacts within defined SLAs
  • resolve customer query on first contact and keep the promise of query/problem resolution for escalated cases  
  • take full ownership of customer cases that land and handover unresolved cases at end of day
  • ensure customer satisfaction with service and quality of support provided.
  • The job holder will be expected to undertake extensive troubleshooting for any service matters using the existing systems and follow up with transversal teams to resolve. 
  • Good interpretation of customer queries and relay of accurate information to reassure customers and manage their expectations – are key to this role.
  • The job holder will be expected to identify and highlight to the Team Leader, all emerging service issues of general of unique nature; that may require maintenance, upgrade or restructuring of Fiber services in order to meet customer needs.
  • The job demands high performance of the holder, for which KPIs are defined and measured for monthly performance scores.
  • Any other duty that may be assigned.
Experience and Background Required:
  • Degree/Diploma in any of these fields: Electrical/Electronic, Telecommunications, Computer Technology, Computer Science, Information Technology.
  • 2yrs Experience in Engineering
  • Skills in Enterprise Solutions, VPN.
  • Knowledge in transmission.
  • Understanding of - IP networks; the contention ratios in the network; Metro Ethernet networks
  • 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 practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Knowledge and experience in reading, analyzing, and interpreting reports and technical procedures.
  • Proficiency in MS Office - specifically Excel, Access, Word, PowerPoint.
  • Ability to effectively present information and respond to questions from management, peers and customers.
  • Ability to handle service delivery and service assurance processes and structures in a large telecommunications environment.
  • Self-driven, customer centric and team player.
How to Apply

Interested and qualified candidates to submit their application including a detailed CV,day time telephone contact to [email protected] with a subject line Customer Service Representative- Service Engineer on or before 25th December 2017

Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.

Only short-listed candidates will be contacted.

Note: Canvassing will lead to automatic disqualification.

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