Specialist - Contact Center Support
Role purpose:
The position holder is responsible for delivery technical Support for Safaricom contact center, work with internal teams and vendors to enhance contact center operation efficiency and effectiveness. Responsible for handing all technical support issues: to identify the root cause for the incident and troubleshoot in collaboration with vendor and follow up, addressing technical debts be on call to handle any emerging issues with support from internal and external stakeholders.
Key accountabilities and decision ownership:
- Provide technical support for any request form CC.
- Identify the root cause for the incident and troubleshoot in collaboration with vendor and follow up.
- Monitor capacity of CC VMS and take appropriate action before the operation gets interrupted.
- Configuring the CC systems according to the business need.
- Ensure all contact center servers are backup and retained according to data retention policy
- Perform quarterly account audit task.
- Take ownership for CC incidents and work to resolve in minimal incident resolution time.
- Monitor performance of CC system and license utilization
- Proactively visiting our internal colleagues that are helping to serve our external customers and advisors on a frequent basis identifying and resolving IT issues.
- In addition to on-prem support, deliver remote support remotely helping to resolve IT issues through effective diagnosis, technical actions, and customer focus.
- Communicating clearly and effectively with internal colleagues being supported, owning issues through to satisfactory resolution and closure.
- Manage own workload in an efficient and effective way, working to maximize opportunities to help and support team members and colleagues.
- Clearly captures and records appropriate and relevant technical information and ensure RCA is recorded
- Automation Innovativeness for to enhance end user IT services to ease support activities.
- Document obsolete assets from operational use and acquire legal indemnification for disposed assets while updating the asset status.
- Ensure SLA with vendor is as per the contract.
- Ticket follow up and lead incident resolution calls
- Ensure all aspects of customer support, response, is a good experience and consistent (not one off).
- Define and implement Vendor management, service delivery initiatives and SLA across different business units within the company.
- Build and maintain relationships with all areas of the Safaricom Departments and ensure co-ordination of services offered by vendors.
- Ensure contracts are linked to catalog line items.
Project and Program Management
- Customize existing contact center platform – IVR development, report development and customization, integration with other system.
- Defines scope and deliverables in terms of time, cost, quality, and business benefit.
- Schedules activity and identifies resource needs, dependencies, and synergies.
- Evaluates progress, mitigates risks and addresses issues.
Functional Competencies:
- Defines scope and deliverables in terms of time, cost, quality, and business benefit.
- Schedules activity and identifies resource needs, dependencies, and synergies.
- Evaluates progress, mitigates risks and addresses issues
Must have technical / professional qualifications:
· BSc in Technical fields: computer science/engineering/IT/Software engineering/hardware engineering
· 3 year experience systems support/technical support /IT helpdesk ,system administration
· Good Experience in java script, SQL and report builder tools
· Good understanding about cloud concepts – DC virtualization, containerization
· 1 year Experience in system administration Linux /ubuntu and /or windows OS.
· Experience on troubleshooting network related incidents and network protocol analyzer tools
· Experience on IT Projects Management.
· Good follows up and reporting skill.
· Good interpersonal relationships.
· Good communication and stakeholder management skills.
· Customer Obsessed.
· It’s a plus to have a CCNA, A+ , cloud and data center virtualization
How To Apply
If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on the career portal and then Click on the apply button. Remember to attach your resume.
The closing date for receiving applications is Thursday, 17th July 2025, 5:30 pm