e.Stream Networks Limited New Job Openings [2 Positions]

Posted on :

10 Apr, 2018

Category :

Accounting Jobs in Nigeria, Customer Service Jobs in Nigeria

e.Stream Networks Limited, an ISO9001 Quality Certified company is a licensed broadband communications provider dedicated to providing suitable connectivity solutions for businesses.With over a decade in the ICT sector and presence all over Nigeria, we leverage on providing a unique combination of industry experience and expertise in our service offering to all our clients across the country.

We are recruiting to fill the vacant position below:

 

Job Title: Service Desk Officer (Strategic Account Support)
Location:
 Nigeria
Reports to: Assistant Manager, Service Desk
Direct reports: N/A

Job Purpose

The primary goal for the position of Service Desk Strategic Account Support is:

  • To act as a single point of contact for all user incidents, requests and general communication on services for eStream Strategic Account Support (Class D, & E customers).
  • To restore ‘normal service operation’ as quickly as possible in the case of disruption & follow up till incident resolution life cycle.
  • To improve user awareness of service issues and use of services.
  • To manage user communication and escalating incidents and requests using defined procedures.
  • To enhance customer relationships, meeting organizational & operational objectives.

Duties and Responsibilities
Strategic Insight and Integration

Technical/Analysis and Problem Solving:

  • Use of eStream approved monitoring software’s, to proactively monitor links; remotes, PoPs, & backhauls, (End to End) for all Strategic account services.
  • Prompt communication of incident status & progress to customers, & in house till resolution.
  • Systematically troubleshoot incidents through all point of failures and attempt resolution of such incidents for all links being managed.
  • Escalate all unresolved incidents to affected (Outsource service support) / eStream 2nd/ 3rd level support and follow through to resolution life cycle.
  • Coordinate & manage user (Customer) requests related service.
  • Ensure documentation of all incidents and user requests on Microsoft Dynamic CRM.
  • Ensure service performance reports are sent to customers on weekly, monthly and quarterly basis.
  • Provide & report detailed intelligence on service performance for all service being managed to Line manager.
  • Reconcile customer service performance against target on monthly/quarterly basis.
  • Enhance Customer relationship with the company through planned, anticipatory calls to review service performance.
  • Escalate all twice recurring incidents to Line Manager and follow up till resolution & update the customer on complaint/incident status.
  • Liaise with Outsource service support in response to organisational request for access to supplier (Vendor) premises for service

Maintenance and incident management:

  • Responsible for ensuring that service level target is adhered to during incident resolution process. Maintenance of existing customer accounts through Customer Retention Ratio (CRR) Interpersonal, Relationship Management & Collaboration
  • Constantly liaise with service desk team members and all stakeholders to ensure customer satisfaction

Communication:

  • Reporting service impacting incidents on a weekly/monthly basis to service manager.
  • Reporting service performance to customers on weekly / monthly/quarterly basis

Customer Focus:

  • Maintain constant communication with the customer, identify potential issues, and implement appropriate solutions.
  • Work with customers face-to-face or via telephone, attending on-site meetings when necessary.

Financial Management:

  • Increasing revenue through quarterly business chargeback reduction by prudent surcharge negotiation with customers

Requirements
Education & Work Experience:

  • B.Sc/HND,in either Computer Science, Computer Engineering, Electrical Electronics Engineering, Telecommunications Engineering or any other relevant discipline
  • At least 3-5 years of customer support experience, part of this working as a Service Desk /Team Leader role
  • Possession of relevant certification and member of relevant association is required
  • Fluent in English and any other local language is an advantage

Competency, Skills & Certifications:

  • ITIL certified or have knowledge of ITIL. CCNA, CWNA
  • Customer service, Soft skill, Service Mgt training and other relevant certificates applicable
  • Strong knowledge of & any other monitoring that may be used by the organisation.
  • Experience in the use of software applications including; (Solarwind’s, Cacti, iMonitor, WinBox, Microsoft Dynamics CRM, Air-control, CNS Server. etc
  • Technical understanding of network infrastructure.
  • Ability to drive initiatives with minimal supervision.
  • Planning and organizing skills
  • Relationship & People Management
  • Process Awareness & Implementation
  • Service Desk Experience
  • Emphasizing Excellence

KPIs:

  • Reduce time to resolve incidents
  • Average time to escalate Incidents & Follow-ups.
  • Improve Customer satisfaction to reduce churn rate
  • Maintain good relationship with Customers
  • Ensure proper documentation of customer records.
  • Strict Compliance to QMS Standards.

Working conditions:

  • The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
  • The incumbent may occasionally work off-site

Physical requirements:

  • This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the mental demands.

Interested and qualified candidates should: Click here to apply

 

Job Title: Service Delivery Officer
Location:
 Nigeria
Reports to: Service Delivery Team Lead
Direct reports: NIL

Job Purpose

  • Service Delivery Officer is responsible for planning, coordinating and facilitating the delivery of services to customers in line with e.Stream standard.
  • The incumbent is expected to develop realistic project schedule, conduct risk management and stakeholder management toward attaining customer’s satisfaction.

Duties and Responsibilities
Strategic Insight and Integration:

  • Work collaboratively with the technical team to maintain thorough knowledge of product capabilities with regards to customer requirement.
  • Responsible for ensuring and confirming that newly deployed services are done in line with e.Stream standard.

Technical/Analysis and Problem Solving:

  • Coordinates the activities of the project team and external vendors in order to ensure services delivered consistently meet customers’ expectation.
  • Ensures the delivery of services to customers within the agreed timeline.
  • Responsible for ensuring effective quality control processes are in place to monitor services delivered to customers.
  • Ensure accurate documentation of services delivered to customers on the CRM.

Leadership:

  • Contribute in creating and driving a vision for the unit in line with corporate goals.
  • Lead and motivate team members – encouraging them to deliver quality results

Interpersonal, Relationship Management & Collaboration:

  • Liaise with internal stakeholders and 3rd party vendors to deliver projects.
  • Promote customer service and track timelines for delivery of services to customers.

Communication:

  • Deliver periodic and regular reports to line manager on service delivery activities, challenges and results.
  • Provide regular important update to customers and internal stakeholders.
  • Seek and provide useful feedback to line manager.
  • Generate and submit periodic report on service delivery issues to management for informed decision.

Customer Focus:

  • Ensure delivered services meet customer’s requirement.
  • Provide platforms to receive customers’ feedback.
  • Ensure prompt delivery of services to customers.

Requirements
Education & Work Experience:

  • Bachelor’s degree in Information Technology, Computer Science, Electrical Electronics Engineering or related field
  • Minimum of 3 years work experience in a relevant role.
  • Network experience in an ISP environment or a systems integration company with specialization in enterprise and service provider routing and switching solutions.
  • Affiliation with relevant professional bodies

Competency, Skills & Certifications:

  • Project Management Training/Certifications (PMP, Prince 2, etc.)
  • Certification in CCNA & ITIL
  • Strong verbal/written communication ethics
  • ISP Network Design
  • RF Technology Skills
  • Leadership
  • Customer Service
  • Relationship & People Management

KPIs:

  • Successful delivery of projects within the agreed timeline.
  • 100% compliance to QMS standard.

Working conditions:

  • The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
  • The incumbent may be required to travel out of station seldom.

Physical requirements:

  • This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the mental demands.

Interested and qualified candidates should: Click here to apply

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