Kenswitch Customer Support Analyst Job in Kenya


We seek a suitable candidate to fill the position below:

Customer Support Analyst

Summary of Duties & responsibilities:

  • Receiving, logging, closing and managing calls from clients via telephone & email
  • Resolve incidents/requests at first level as per the stipulated SLAs
  • Take ownership, follow up, and escalate outstanding requests and incidents to the relevant Technical team on behalf of the user and communicate progress in a timely manner
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles;
  • Monitor the infrastructure network, user application systems and escalating identified faults to the concerned teams for restoration
  • Generate daily, weekly and monthly reports

Professional Qualification & Skills:

  • Bachelor Degree in relevant field from a recognized University
  • Knowledge of help desk management software and/or ITIL
  • Prior experience in a similar position in the IT industry is an added advantage
  • Flexibility and ability to work in a shift system
  • Excellent communication skills{oral & written}
  • Self-initiated, team player with a passion for customer service support

How to Apply

If your experience and competencies match the above specifications please send your application letter & detailed CV to [email protected]
Closing date for applications is 2nd October 2015.
Only shortlisted candidates will be contacted.