Customer Service & Support Assistant (NOC)
Fireside Communications Limited
Nairobi CBD
5d ago
source : Pigiame
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  • 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.

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