iWayAfrica Customer Support Engineer Jobs in Nairobi, Kenya

iWayAfrica Customer Support Engineer Jobs in Nairobi, Kenya

iWayAfrica is a leading African ISP, offering solutions over satellite, fiber optic and wireless networks.

Our expertise lies in designing, installing and operating networks to suit customers’ requirements.

The Group currently services over 67,000 corporate subscribers and over 20,000 consumer subscribers across Sub-Saharan Africa.

With an increase in customer numbers the following vacant position has arisen in its Kenya Operations:

Responsibilities:

To carry out field installation/onsite visits, commissioning and monitoring of communication networks including VSATs, terrestrial, etc

To troubleshoot customer incidents from various support channels (phone, email, chats)

To manage incidents through the incident resolution process ensuring all incidents are captured on SOLID and escalate per the escalation process

To prepare reports for customers, management and other any reports that may be required

To prepare and send notifications to customers regarding service outages/maintenance via the available support channels (sms, email, etc)

To participate in projects requiring technical input from Customer Support

To train new customers or other teams on Customer Support Procedures and provide technical support to other departments when called upon

To keep abreast of modern and the latest technology in order to acquire skills and knowledge that will ensure innovative and creative solutions to customers and prepare educational content for customers on a need basis

To ensure teamwork and coordination and mentor new staff joining the department

To create and continuously improve processes and procedures to improve efficiency and effectiveness and enable the departments offer world-class customer service

To continuously identify new customer feedback channels and improve existing ones channels in order to achieve set response times

To bring about improved communications, trust and free exchange of ideas, knowledge, data and information within

the team

To proactively monitor customer links and escalate to and work with upstream providers in case of issues

And any other duties assigned by the immediate supervisor or management.

Qualifications

Bachelor’s degree in Electrical/Telecommunications Engineering, Computer Science, Information Technology or equivalent, Diploma or Certificate in French Mandatory

Minimum Experience: 2 years working experience in a busy Support Environment preferably in telecommunications industry

Needs to be a Customer Focused, problem solving orientated individual. Ideal candidate is a self starter who uses their initiative, someone who wants to be challenged and who enjoys working in a fast paced and dynamic environment

Needs to be able to work on their own with minimum supervision as well as being able to work as part of a busy team. Needs to be a Team Player.

Excellent communication skills (verbal, presentation, telephone), Attention to detail and accuracy.

Core Description

The person will be reporting to the Customer Support Engineer – Team Leader and be responsible for provision of technical support to customers, troubleshooting problems and creating solutions, carrying out installations and maintenance

How to Apply

Interested candidates are requested to send their applications to iwayhr-ke@iwayafrica.net quoting the job title as the reference by 20th February 2019.

iWayAfrica Kenya Limited is an equal opportunity employer.

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