Join us at SEACOM

The successful candidate will report to the Service Manager, and will be responsible for, inter alia, the following:

Key Responsibility: Deliver Quality Service

Core Tasks:

• Promptly respond to queries logged by client via email or telephone.
• Respond to enquiries from clients and help them resolve any network issues within the SLA’s.
• Perform vendor, suppliers, and 3rd party providers engagement towards the resolution of customer related faults. 
• Perform End-end troubleshooting of customer connections such as Fibre, Microwave, Wireless, on the SEACOM Network.
• Work with cross-functional teams within SEACOM to achieve/drive full resolution of customer issues.
• Receive, manage, and resolve Technical Customer queries within the ENEA region via e-mail/call.
• Take ownership of any given request or project from start to end.
• Prompt tracking and updating of tickets logged by customers on the Service desk system until resolution.
• Develop and maintain a knowledge repository of processes, skills, and procedures.
• Timely escalation of faults to Service Assurance Manager and other internal
• Internal & External customer communication relating to calls logged or network outages.
• Ownership of Ticket - Ensure 100% ownership and effective management of Ticket.
• Voice Calls – All customer voice calls to be answered within 30 secs.
• Call Abandonment Rate - Must achieve <5% Abandoned Calls (Per Month)
• First Response on Ticket - All tickets must be responded to within 15 minutes.
• Periodical Customer Updates - Provide updates according to Customer Segmentation and Product SLA's
• Quality and Accuracy of Data - Ensure 100% accuracy of Data logged according to support processes.
• Perform monitoring of Customer networks and log necessary faults with 3rd party suppliers.
• Ability to resolve issues by configuring switches and routers.
• This requires the ability to quickly understand our customers network, do in-depth analysis and ultimately resolve the issue which may require remotely logging on to the Customers device and performing the necessary changes.
• Proposes design enhancements, capacity changes, contingency and recovery arrangements as required, to ensure that service targets are met within the organization's planned budget.
• Ensures the investigation and diagnosis of operational incidents. Resolves such incidents, including any capacity and availability management issues to maintain overall performance.
• Diagnosing and resolving problems to the customers satisfaction
• Identify and escalate repeat issues or service risks into Service Assurance Manager.
• Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational.
• Generating & analyzing reports to provide insight on issues raised.

Key Responsibility: Customer Satisfaction – NPS and CSAT

Core Tasks:

• CSAT must be above 85%, this will be measured by the surveys monthly and quarterly.
• Interact with internal and external customers in a respectful and professional manner 100% of the time. Emphasis on the "Concierge Experience"

Key Responsibility: Teamwork and Work Ethics

Core Tasks:

• Attend staff meetings and work sessions.
• Take on extra tasks from Team Lead and deliver on time.
• Contribute to team spirit (peer feedback)
• Share knowledge - train peers and mentor interns / junior members
• Deliver on promises to team and customers, honor appointments. Be punctual for shifts and reliable.
• Provide timely feedback on email requests from Team Lead and 2IC.
• Knowledge Base - Documented solutions and workarounds added to Knowledge Base
• Constantly growing your knowledge of SEACOM as a business, our products and network, for the benefit of one’s growth and our customer.
• Attend required training & workshops.
• Build professionalism, loyalty and commitment within Customer Operations team.
• Communicate actively and effectively resolving any potential conflicts that may arise.
• Drive initiatives leading to increasing efficiency and effectiveness of customer services.
• Strong customer-centric approach
• Generally, do all such things which, although not specifically referred to herein, are necessary and/or required for the due, proper, and efficient rendering of the services for the purposes contemplated by this role.

EDUCATION:

• Degree in BSC Computer Science; or any other IT related field.
• CCNA:  Cisco Certified Network Associate – Routing and Switching.
• JNCIA: Juniper Network Certified Associate (preferable).

SKILLS, KNOWLEDGE & EXPERIENCE:

• MTCNA: Mikrotik Certified Network Associate
• Solid understanding of Telecom processes and best practices.
• Ability to communicate confidently and professionally.
• Solid IP Network troubleshooting skills.
• Some hands-on experience on Cisco, Juniper, and Mikrotik devices 
• Understanding of Network Management Systems.

​REQUIRED KEY COMPETENCIES/ATTRIBUTES:

• 3 years of customer support and incident resolution within a multi-vendor Network service provider
• 3 years’ experience in configuring and Troubleshooting firewalls, routers, and switches.
• 3 years’ experience in Network Monitoring.
• Familiarity with routing protocols e.g., Static routing, BGP.
• Excellent Customer Management and handling skills.
• Ability to work collaboratively within a team.
• Excellent written and communication skills.
• Excellence in reporting.
• End-end ownership of customer escalations and resolution process.
• Self-driven and works well without supervision.
• The ability to liaise and communicate confidently and professionally with customer representatives at all levels.
• Natural aptitude for troubleshooting & problem solving.
• Highly organized and able to work on own initiative to complete the range of tasks required.
• Flexible and must be able to work shifts outside core business hours as required.

Interested people should please submit an updated and condensed CV by clicking Apply Now.