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 skillsoral & written


• Self-initiated, team player with a passion for customer service support

If your experience and competencies match the above specifications please send your application letter & detailed CV to hr@kenswitch.com. 

Closing date for applications is 2nd October 2015.

Only shortlisted candidates will be contacted.