Telecom Support Specialist (Remote)

Telecom Support Specialist | Babble Cloud | Kenya

About Babble

Babble is a leading technology business that is reimagining how we do work. Founded in 2001, the company works with over 4,000 organisations in a wide range of sectors – including financial, health and education, travel and accommodation, and public services – by sourcing deploying and supporting locally the very best cloud solutions. Babble’s growth over the last few years is one of the big success stories in its industry. This is demonstrated by the private equity investment of Graphite Capital in November 2020 – which was supported by reinvestment from LDC and management – to accelerate the buy and build

The Purpose of your role:

To receive, process and resolve customer service-related change requests and problems, ensuring high levels of customer satisfaction.

Key Responsibilities

• To receive and record telecoms related customer service requests and complaints.
• Escalate cases requiring higher level intervention or of a critical nature.
• Undertake evaluation, investigation and resolution actions relative to each case and in line with the appropriate SLA.
• Deliver customer effective and timely communications ensuring awareness and satisfaction.
• Liaise with Vendors and third parties as appropriate in order to achieve resolution.
• Use and deploy Service Delivery model tools and techniques to deliver high levels of customer satisfaction.

What good looks like for this role

• Confident and assertive
• An excellent communicator
• Insightful
• Commercially astute – you can prioritise both short- and long-term actions against an accurate assessment of organisational impact.
• Excellent business skills, it goes without saying you need to be an Excel expert but in-depth knowledge of VOIP systems would also be viewed favourably.
• Experience of working a fast-paced and rapidly growing business where priorities can change

Requirements for the role

• Experience in a telecoms technical service delivery role is essential
• Good communication skills are essential. Ability to manage accounts and service traffic is essential.
• Strong analytical skills and good IT comprehension.
• Effective in handling conflict and dealing with issues.
• Knowledge of Unified Communications, VOIP products, Internet Services & WLR Portals

Why would you work at Babble?

• Competitive salary
• Great benefits – Risk cover covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits
• 5% allowance based on basic salary that can be towards Medical Aid.
• 22 days annual leave plus UK bank holidays with increased annual leave based on length of service
• We work a 9-day fortnight
• Babble events to celebrate our success
• Babble issued laptop

The recruitment journey

We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a first interview call on Microsoft teams with the department manager. If you proceed past this then you will have a second interview.

Job Types: Full-time, Permanent

Pay: R17 500,00 per month

Experience:

• telecoms technical service delivery role: 1 year (Required)
• Unified Communications, VOIP products & Internet Services: 1 year (Required)

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home