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NTT Limited
Partner Dedicated Support Engineer
Nairobi, Kenya
Moi University
CLOSEDSenior Quantity Surveyor - Department Of Development Unit & Maintenance
Eldoret, Kenya
Kenyatta University Teaching, Referral and Research Hospital (KUTRRH)
CLOSEDQuantity Surveyor
Nairobi, Kenya
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Tatu City
CLOSEDProject Manager
Nairobi, Kenya
Closing: Apr 26, 2024
8 days remainingPublished: Apr 15, 2024 (3 days ago)
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Job Summary
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Working at NTT
Requirements
Customer Satisfaction
- Being proactive in communicating any service-related issues with the partner clients Ensure there is proactive service monitoring of all clients’ services and identify opportunities to upsell and or cross sell to improve client experience Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Manage, escalate, and drive satisfactory resolution of customers’ technical support, service and infrastructure issues based on Internet Solutions services and technology Identify and assess and communicate clients’ needs to enhance satisfaction levels Ensure 95% resolution of all customer issues of all SR’s while acknowledging the same within 15 minutes Ensure 90% of all incidents reported by the customer are resolved within 3 hours and proactively managed.
Client Experience & Retention
- Provide day to day reports and identify risks for the allocated clients and assist other departments in resolving customer issues to help retain clients Recommend potential services to management by collecting customer information and analyzing customer needs Identify sales opportunities, upsell and cross sell IS products within the existing base by proactive scoping of technical solutions required in order to address customer requirements, assesses customers met and unmet needs, and recommends solutions that optimize value for both the customer and the company. Work closely with the customer retention teams – Solution Architects, Client Success Managers and Project Managers to enhance client experience across all touch points within the Business Effectively builds and maintains relationships and trust in both new and existing accounts. Should process sound business acumen to complement an advanced industry and technical background to derive the most value.
Service Improvement
- Prepare, recommend, and implement service improvement initiatives for the clients’ portfolio Enhance Client Retention through Strategic Client Meetings for assigned accounts each quarter. Identifies, evaluates, and recommends options, implementing if required Document minutes of client meetings, plan on resolution and feedback to clients Attendance of all internal partner service review meetings Improvement of client’s solutions, document client setup and quality reporting Organize technical discussion meetings where they share the technology trends and ways of optimizing and improving services.
Qualifications, Skills And Experience
- Degree in Information Technology or Information Systems or Computer Sciences or Telecommunication, or related discipline Advanced Certification in Cisco, Microsoft Applications, Security and Voice Solutions. Practical experience working with large Enterprise Solutions such as SDWAN, MPLS, Network Security, CISCO, VC, VOIP Between 3-4 years' experience in the IT industry focusing specifically on network infrastructure support and maintenance Customer Service skills and training with excellent oral and written communication skills. Excellent organizational skills
PERSONAL ATTRIBUTES
- Self-driven and result oriented Strong customer support and client relation skills Effective communication skills (verbal and written) Strong focus on building relationships (internal and external) Willingness to learn new things and share them with others Team player Confident and decisive Strong Problem solving/analytical skill.
Responsibilities
Working at NTT
Requirements
Customer Satisfaction
- Being proactive in communicating any service-related issues with the partner clients Ensure there is proactive service monitoring of all clients’ services and identify opportunities to upsell and or cross sell to improve client experience Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Manage, escalate, and drive satisfactory resolution of customers’ technical support, service and infrastructure issues based on Internet Solutions services and technology Identify and assess and communicate clients’ needs to enhance satisfaction levels Ensure 95% resolution of all customer issues of all SR’s while acknowledging the same within 15 minutes Ensure 90% of all incidents reported by the customer are resolved within 3 hours and proactively managed.
Client Experience & Retention
- Provide day to day reports and identify risks for the allocated clients and assist other departments in resolving customer issues to help retain clients Recommend potential services to management by collecting customer information and analyzing customer needs Identify sales opportunities, upsell and cross sell IS products within the existing base by proactive scoping of technical solutions required in order to address customer requirements, assesses customers met and unmet needs, and recommends solutions that optimize value for both the customer and the company. Work closely with the customer retention teams – Solution Architects, Client Success Managers and Project Managers to enhance client experience across all touch points within the Business Effectively builds and maintains relationships and trust in both new and existing accounts. Should process sound business acumen to complement an advanced industry and technical background to derive the most value.
Service Improvement
- Prepare, recommend, and implement service improvement initiatives for the clients’ portfolio Enhance Client Retention through Strategic Client Meetings for assigned accounts each quarter. Identifies, evaluates, and recommends options, implementing if required Document minutes of client meetings, plan on resolution and feedback to clients Attendance of all internal partner service review meetings Improvement of client’s solutions, document client setup and quality reporting Organize technical discussion meetings where they share the technology trends and ways of optimizing and improving services.
Qualifications, Skills And Experience
- Degree in Information Technology or Information Systems or Computer Sciences or Telecommunication, or related discipline Advanced Certification in Cisco, Microsoft Applications, Security and Voice Solutions. Practical experience working with large Enterprise Solutions such as SDWAN, MPLS, Network Security, CISCO, VC, VOIP Between 3-4 years' experience in the IT industry focusing specifically on network infrastructure support and maintenance Customer Service skills and training with excellent oral and written communication skills. Excellent organizational skills
PERSONAL ATTRIBUTES
- Self-driven and result oriented Strong customer support and client relation skills Effective communication skills (verbal and written) Strong focus on building relationships (internal and external) Willingness to learn new things and share them with others Team player Confident and decisive Strong Problem solving/analytical skill.
- The Dedicated Solutions Support Engineer specializes in advanced troubleshooting, maintenance, as well as proactive & reactive support for Enterprise Clients and acts as an advocate for clients’ needs.
- This role provides a single point of accountability and problem resolution, proactive management and support, and well-coordinated technical recommendations that delivers outcomes that are optimized to clients’ unique needs. It involves monitoring, resolving technical customer inquiries via phone and electronic means, as well as onsite visits. The role requires the engineer to be infinitely client focused and absorbed in applying expertise in a fast-paced heterogeneous operating environment to deliver professional and infrastructure services.
- The role holder is the primary technical point of contact for the assigned clients and provides advice and assistance to the client in relation to Solutions provided.
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