About Company
Econet Wireless Zimbabwe is a leading diversified telecommunications group, providing a wide range of products and services including voice, data, and mobile money. As part of a larger Pan-African telecommunications, technology, and media group, Econet is committed to driving digital inclusion and innovation across Zimbabwe. With a strong presence nationwide and a focus on customer-centric solutions, we empower millions to connect, transact, and grow. Joining Econet means becoming part of a dynamic team dedicated to pushing the boundaries of what’s possible in the digital landscape. We pride ourselves on fostering a culture of excellence, continuous learning, and community impact. Our vision is to ensure that every Zimbabwean has access to world-class digital services that enhance their daily lives and contribute to the nation’s economic development. We believe in harnessing technology to create a brighter future for all.
Job Description
Are you an experienced and technically astute individual with a passion for problem-solving and empowering customers? Econet Wireless Zimbabwe is seeking a highly motivated Senior Product Support Specialist to join our dynamic team in Chimanimani, Manicaland Province. In this crucial role, you will be at the forefront of ensuring our customers receive unparalleled technical assistance and support for our diverse suite of telecommunications products and services. You will act as a primary point of contact for complex technical inquiries, troubleshooting intricate issues, and providing advanced solutions that enhance customer satisfaction and product usability. This position requires a blend of deep technical knowledge, exceptional communication skills, and a commitment to delivering world-class service. You will not only resolve escalated issues but also contribute to our knowledge base, mentor junior support staff, and provide valuable feedback to product development teams to drive continuous improvement. If you thrive in a fast-paced environment and are dedicated to making a tangible impact on customer experience, we encourage you to apply and become a vital part of Econet’s mission to connect Zimbabwe. Your expertise will directly influence our product strategy and customer loyalty, making this a pivotal role within our organization.
Key Responsibilities
- Provide expert-level technical support for Econet's range of products and services, handling complex escalated issues from first-line support.
- Diagnose, troubleshoot, and resolve intricate technical problems related to mobile networks, data services, mobile money platforms, and value-added services.
- Document detailed case notes, resolutions, and contribute to the development and maintenance of an accessible knowledge base for both internal teams and customers.
- Collaborate closely with product development, engineering, and network operations teams to identify root causes of issues and propose preventative measures.
- Act as a subject matter expert, offering guidance and mentorship to junior support specialists, and conducting internal training sessions as needed.
- Maintain high levels of customer satisfaction through proactive communication, professional demeanor, and timely resolution of issues.
- Analyze support trends and provide actionable insights and feedback to product management for future enhancements and feature development.
- Participate in the testing and evaluation of new products and services prior to launch.
- Adhere strictly to all company policies, procedures, and service level agreements (SLAs).
Required Skills
- Strong technical aptitude and problem-solving skills in telecommunications or IT.
- Excellent verbal and written communication skills, with the ability to explain complex technical concepts clearly.
- Proficiency in diagnosing network issues (2G, 3G, 4G, 5G), data services, and mobile applications.
- Demonstrated experience with customer relationship management (CRM) systems and support ticketing tools.
- Ability to work independently and collaboratively in a fast-paced, high-pressure environment.
- Exceptional attention to detail and organizational skills.
- A proactive and customer-focused approach to service delivery.
- Proven ability to mentor and train peers.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, Telecommunications Engineering, or a related technical field.
- Relevant industry certifications (e.g., ITIL, CompTIA Network+, CCNA).
- Experience with specific Econet products or services (e.g., EcoCash, Liquid Telecom services).
- Previous experience in a senior or lead support role.
- Familiarity with database querying (SQL) or scripting for troubleshooting.
Perks & Benefits
- Competitive monthly salary.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and continuous learning.
- Vibrant and supportive work environment.
- Career growth opportunities within a leading telecommunications company.
- Performance-based incentives.
- Contribution to a company at the forefront of digital innovation in Zimbabwe.
How to Apply
Interested and qualified candidates are invited to submit their applications by clicking on the link below. Please ensure your CV and cover letter highlight your relevant experience and skills for this role. We look forward to reviewing your application and potentially welcoming you to the Econet team.