Fireside Communications Limited

Customer Service & Support Assistant (NOC)

Job Summary

The preferred candidates should be ready to work under pressure, have strong work ethics and should be highly motivated.

  • Minimum Qualification: Diploma
  • Experience Level: Entry level
  • Experience Length: 2 years

Job Description

  1. Process quick turnaround of customer requests in accordance with Service Level Agreements.
  2. Escalate service requests that require engineer level support.
  3. Coordinate with engineers on site to ensure services are completed within SLA parameters.   
  4. Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  5. Oversight of the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  6. Basic remote access solution implementation and support.
  7. Keeping and maintaining customer data bases, inquiries, complaints and resolutions.
  8. Improve customer service, perception, and satisfaction.
  9. Customer experience and satisfaction through emails, phone calls and visits where necessary.
  10. 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.

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