Wananchi Group Customer Surveillance Engineer Job in Kenya

Wananchi Group (K) Ltd
 

Job Title: Customer Surveillance Engineer
 

Department: Customer Surveillance

Location: Gateway Park

Employment Status/ Type: Full-time. 
 

Position Reporting to: Customer Surveillance Team Leader
 

Manages Others: No

Job Purpose / Summary: Reporting to the Customer Surveillance Team Leader, the job holder is responsible for monitoring, troubleshooting, reporting and escalating of all Wananchi Group client connections i.e.; HFC and GPON networks; DTH platform; Voice platform and Metro Ethernet;

The job holder will be expected to produce good analyzed reports to assist the other teams in the organization to make meaningful decisions and find remedies for the existing problems within the organization.
 

The job holder will be expected to undertake extensive troubleshooting for any escalated matters using the existing systems and follow up that they have been resolved.
 

The job holder will be expected to act as a liaison between the Cs Team and the technical team in reporting customer calls and queries so as to provide sufficient information in trying to understand and resolve customer related problems.
 

The job holder will also be expected to step in and act as the deputy for the Customer Surveillance Team Leader.

Key Roles:

• Extensive troubleshooting of all customer escalated matters including but not limited to HFC, GPON, DTH, TV and managed Wi-Fi.
• Research for potential trouble spots using the available troubleshooting tools and providing workable solutions and/or escalating to the relevant department for closure.
• Good interpretation of customer calls to meaningful reports which can be presented to the technical team for continuous improvement of customer issues.
• Act as a liaison between the technical team and CS team on customer issues reporting.
• Good knowledge of the troubleshooting systems so as to analyze, provide feedback and recommendations for improvements.
• Design and develop reports and analysis that will assist the technical team to pin point trouble spots which require immediate actions.
• Follow up on any tasks which are allocated by the Customer Surveillance Team Leader.
• Any other duty that may be assigned.

Experience and Background Required:

• Good Technical background and skills.
• Good understanding of all the troubleshooting systems within the organization.
• Good understanding of the HFC , GPON and Satellite networks.
• 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.
• 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.

eMail: recruit@ke.wananchi.com, subject line job title

Closing Date: December 10th 2014