Call Centre Agent
Reports To: Service Delivery Manager
The purpose of this role is to field and log technical customer calls and e-mails; provide first line support, troubleshoot problems and advise on the appropriate action, or otherwise escalate issues to next level support.
Manage support calls/e-mails, and escalate to the relevant team
Open, track and close trouble tickets; maintain status updates and requests with the Customer.
Engage various troubleshooting methods to fix a problem, logging the calls into a service desk system.
Periodically call up customers post incident resolution to ensure their satisfaction and provide any additional service if required.
Perform additional diagnostic duties with the customer
Provide fault analysis and prepare reports
Excellent troubleshooting and critical thinking skills
Effective communication skills both oral and written
Effective analytical and problem-solving skills
Good ethical conduct
Ability to work in multi-cultural and multi-lingual environments
Ability to work flexible shifts that include evenings and weekends
Qualifications and Experience
Current college student with coursework in any of the following disciplines: - Computer Science, Telecommunications, Electrical or Electronic engineering or related technical disciplines
At least one years’ experience working with computer technology in a business or institutional environment
Computer Literacy in MS Office is essential
Goal oriented, learning skills
Assertive, pro-active and initiative
Team oriented, adaptability
Stress tolerance, perseverance
Tactful, attention to detail, problem-solving
Goal oriented, flexible
Task execution, planning and organizing
The position will be based in Nairobi
Must be prepared to work long hours and weekends
Must be willing to assume varying responsibilities as delegated from time to time.
If interested, kindly send your CV to firstname.lastname@example.org,with the job title as the subject matter