• 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.

Key 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