Position Title: Specialist - Contact Center Support
Employer: Safaricom Telecommunication Ethiopia
Employment: Full-Time | Permanent
Place of Work: Addis Ababa - Ethiopia
Posted date: 7 months ago
Deadline: Submission date is over
Role Purpose:
The position holder is responsible for delivering technical support for Safaricom contact center. This includes working with internal teams and vendors to enhance contact center operation efficiency and effectiveness. Responsibilities include:
- Identifying the root cause for incidents and troubleshooting in collaboration with vendors.
- Addressing technical debts and being on call to handle emerging issues.
- Following up with internal and external stakeholders.
Key Accountabilities and Decision Ownership:
- Provide technical support for any request from the contact center.
- Identify the root cause for incidents and troubleshoot in collaboration with vendors.
- Monitor capacity of CC VMS and take appropriate action.
- Configure the CC systems according to business needs.
- Ensure all contact center servers are backed up according to data retention policy.
- Perform quarterly account audit tasks.
- Take ownership of CC incidents and work to resolve them quickly.
- Monitor performance of CC systems and license utilization.
- Proactively visit internal colleagues to identify and resolve IT issues.
- Deliver remote support to resolve IT issues effectively.
- Communicate clearly with internal colleagues, owning issues to resolution.
- Manage workload efficiently to support team members.
- Capture and record relevant technical information and ensure RCA is documented.
- Innovate automation to enhance end-user IT services.
- Document obsolete assets and update asset status.
- Ensure SLA with vendors is maintained as per contract.
- Follow up on tickets and lead incident resolution calls.
- Ensure a consistent and positive customer support experience.
- Define and implement vendor management and service delivery initiatives.
- Build and maintain relationships with all Safaricom departments.
- Ensure contracts are linked to catalog line items.
Project and Program Management:
- Customize existing contact center platform (IVR development, report development).
- Define scope and deliverables in terms of time, cost, quality, and business benefit.
- Schedule activities and identify resource needs.
- Evaluate progress, mitigate risks, and address issues.
Functional Competencies:
- Define scope and deliverables in terms of time, cost, quality, and business benefit.
- Schedule activities and identify resource needs.
- Evaluate progress, mitigate risks, and address issues.
Must Have Technical / Professional Qualifications:
- BSc in Technical fields: computer science/engineering/IT/software engineering/hardware engineering.
- 3 years of experience in systems support/technical support/IT helpdesk/system administration.
- Good experience in JavaScript, SQL, and report builder tools.
- Good understanding of cloud concepts (DC virtualization, containerization).
- 1 year of experience in system administration (Linux/Ubuntu and/or Windows OS).
- Experience troubleshooting network-related incidents and using network protocol analyzer tools.
- Experience in IT project management.
- Good follow-up and reporting skills.
- Good interpersonal relationships.
- Good communication and stakeholder management skills.
- Customer obsessed.
- CCNA, A+, cloud, and data center virtualization are a plus.
