Customer Service & Support Jobs
Today, 06 : 26 Ad ID : 1585688
Customer Service & Support Assistant (NOC)
Nairobi CBD Nairobi Details Employer Fireside Communications Limited Company Industry Technology & Communication Work Type Full time Job Level Entry level Minimum Qualification Diploma Years Experience 2 years Application Deadline 2019-12-01 Description
Process quick turnaround of customer requests in accordance with Service Level Agreements.
Escalate service requests that require engineer level support.
Coordinate with engineers on site to ensure services are completed within SLA parameters.
Communication with customers as required : keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Oversight of the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
Basic remote access solution implementation and support.
Keeping and maintaining customer data bases, inquiries, complaints and resolutions.
Improve customer service, perception, and satisfaction.
Customer experience and satisfaction through emails, phone calls and visits where necessary.
Perform any other duty as assigned.
Preferred Education and Experience
Diploma in Engineering or IT Related field.
Specific training on Customer Service and experience.
Previous work experience at a Help Desk, Technical Call Center, NOC or equivalent environment.
Abilities and skills required.
Ability to work efficiently both individually or in a team, and communicate effectively.
Strong interpersonal skills : specifically verbal and written skills, telephone skills, active listening and client-care skills, Problem solving and analytical skills.
Willingness to work at odd hours and on weekends in a fast-paced environment.
The preferred candidates should be ready to work under pressure, have strong work ethics and should be highly motivated.