JOB TITLE: Corporate & Data Support Supervisor DEPARTMENT: Commercial REPORTING RELATIONSHIP: Business Development Manager: PURPOSE: Provide Team Leadership for corporate level support team covering Voice/Data and lPsolutions to Zantel customers. (include Blackberry services and applications from EMS)
KEY RESPONSIBILITIES:
• Management of Team of 3 Representatives (initially).
• Dealing with customer support issues-phone email and troubleticket escalation in accordance with agreed KPls.
• Trouble shooting including diagnostic of hardware, software and network problems.
• Shift work as required in accordance with agreed hours of call centre operations and on-call liability
• On site attendance at customer premises where required.
• Conducting Technical training for customer when required.
• On site implementation or land support of key customers.
EDUCATION AND EXPERIENCE:
• Engineering Degree or Business related studies with Technical training completed.
• Previous Team Lead/Supervisory Experience.
• Previous experience in Call Centre Environment working with complex Telecom products- 2 years* experience.
• Good knowledge of the internet and corporate working environment.
• Fluent English and Swahili speaker.
• Flexibility for shift/weekend working.
• Technical skills Competencies
• Knowledge in deployment and management of Lotus Domino, Novel
• Group Wise or Microsoft Exchange is an advantage.
• Familiar with stages of BlackBerry solution, implementation life cycle is an added advantage
• Familiar with Mobile Data networks (GPR5/EDCE/3G).
• Familiar with how fire walls, proxies and network infrastructure work.
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