Engineer Home Customer Support

Job Closed!
Job Type:Permanent

Job details

Key Responsibilities:


  • Accept escalations from 1st line support and deal with customers issues raised on email/phone.
  • Troubleshoot, resolve incidents, analyze trends and report on support performance
  • Home partner performance tracking and reporting.
  • Continuously review and recommend customer solutions to maximize service availability
  • Oversee Home technical support engineers and effectively liaise with subject matter experts level 3 support players to diagnose, troubleshoot, and fix complex customer issues.
  • Deal with escalations from all home stakeholders and progressively update them on resolution activities and technical customer experience initiatives.
  • Troubleshoot with vendors to resolve and proactively capture customer issues.
  • Perform network and customer field visits to ensure and sustain quality FTTH network infrastructure.
  • Capacity monitoring and reporting on Home network resources.
  • Perform scheduled preventive maintenance for proactive support of all Home 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 Home Customer support by continuously training both partners 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.
  • Ensure Home customer technical solutions are documented and all running configurations are backed up.
  • Ensure all Preventive and restorative procedures are well documented.


Role requirements;


  • Bachelor’s degree in Engineering, computer science, BSc Electronics, Telecoms, MIS, or related technical field.
  • CCNP, CCIP, CCVP, HCNA, CWNA will have added advantage.
  • At least 2 years’ experience in technical support and preferably for an Internet Service provider or equivalent.
  • Proven customer service/support skills with internal and external customers
  • Strong technical analysis, troubleshooting, and problem resolution skills, including research of customer issues, issue re-creation, log file analysis and excellent reporting skills
  • Involvement in implementing and supporting customer-based products and solutions.




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