About Company
Safaricom PLC is a leading integrated communications company in Kenya, offering a comprehensive range of services including mobile voice, SMS, data, and fixed internet services. We are also at the forefront of mobile money, enterprise solutions, and cloud services, with our M-PESA platform transforming financial inclusion across the continent. Driven by innovation and a commitment to connecting Kenyans, Safaricom continually invests in cutting-edge technology and infrastructure to deliver exceptional value to our customers. Our vision is to transform lives, and we achieve this by empowering individuals, businesses, and communities through technology. Join us and be part of a team that is shaping the digital future of Kenya.
Job Description
Are you a problem-solver with a passion for technology and a knack for helping people? Safaricom PLC is seeking a dedicated and proactive Technical Support Specialist to join our dynamic team in Kilifi, Kilifi County. In this role, you will be the first point of contact for our valued customers, providing expert technical assistance and ensuring their seamless experience with our diverse range of products and services. From troubleshooting connectivity issues to guiding users through complex software configurations, your expertise will be crucial in maintaining customer satisfaction and loyalty.
This position requires a blend of technical proficiency, excellent communication skills, and a genuine desire to go above and beyond for our customers. You will work within a supportive environment, collaborating with various departments to escalate and resolve complex technical challenges. We believe in continuous learning and professional development, offering opportunities to grow your skills and advance your career within Safaricom. If you thrive in a fast-paced environment, are eager to tackle new challenges, and are committed to delivering exceptional service, we encourage you to apply and become a vital part of our mission to connect and empower Kenyans.
Key Responsibilities
- Provide first-line technical support to customers via phone, email, and live chat, addressing inquiries and resolving technical issues efficiently.
- Diagnose and troubleshoot hardware, software, network, and connectivity problems related to Safaricom's products and services.
- Guide customers through step-by-step solutions, ensuring a clear understanding of the resolution process.
- Document all customer interactions, technical issues, and resolutions accurately in the CRM system.
- Escalate complex or unresolved issues to higher-tier support teams or relevant departments, ensuring timely follow-up.
- Participate in ongoing training and development to stay updated on new products, services, and technical support best practices.
- Contribute to the creation and maintenance of a knowledge base for common technical issues and solutions.
- Collaborate with internal teams (e.g., engineering, product development) to provide feedback on recurring issues and improve service delivery.
- Maintain a high level of customer satisfaction by providing professional, courteous, and effective support.
- Adhere to all company policies and procedures, including data privacy and security protocols.
Required Skills
- Diploma or Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field.
- Minimum of 2 years of experience in a technical support, help desk, or customer service role, preferably in the telecommunications sector.
- Strong understanding of networking concepts (TCP/IP, LAN/WAN, Wi-Fi).
- Proficiency in troubleshooting mobile devices, operating systems (Android/iOS), and common applications.
- Excellent verbal and written communication skills in English and Swahili.
- Demonstrated problem-solving abilities and a strong analytical mindset.
- Ability to work effectively under pressure and manage multiple tasks simultaneously.
- Customer-focused attitude with a commitment to delivering high-quality service.
- Familiarity with CRM software and ticketing systems.
Preferred Qualifications
- ITIL Foundation certification or similar service management certification.
- Experience with cloud-based services and VoIP technologies.
- Knowledge of Safaricom products and services.
- Ability to explain technical concepts to non-technical users clearly and patiently.
- Experience with remote diagnostic tools and software.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health insurance package (medical, dental, vision).
- Generous paid time off, including vacation and sick leave.
- Pension scheme and other retirement benefits.
- Opportunities for professional development, training, and career advancement.
- Employee wellness programs and support services.
- Subsidized company products and services.
- A vibrant and inclusive work culture within a leading telecommunications company.
- Access to a modern and well-equipped work environment.
How to Apply
Interested candidates who meet the above qualifications are encouraged to apply by clicking on the application link below. Please ensure your resume highlights your relevant experience and skills. We look forward to reviewing your application.