We believe EVERYONE in the world deserves access to the internet and affordable communications. Communications have an incredibly positive impact on improving the lives of individuals and accelerating the economic and social growth of developing countries; yet 4.4 billion people around the world are still unconnected and many more are poorly serviced. ...
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- Contents
- Open Jobs
- Customer Service Trainee
- Technical Support Technician
- Team Lead - Technical Support
- Method of Application
- Job TypeContract
- QualificationBA/BSc/HND
- Experience
- LocationNairobi
- Job FieldCustomer Care  , Graduate Jobs 
Mission Statement for the Role:
To be the face of Poa Internet on a daily basis for customers reaching out to us through our omnichannel customer experience channels.
Overall Responsibility:
Receive, document, and resolve inbound requests from customers through all our inbound communication channels-voice, WhatsApp, social media, and chat on a daily basis.
Key SMART Results for A-Player Success
- Poa customer experience is known across Kenya for being able to reached on any channel the customer needs to reach us, phone, social media, WhatsApp, email or chat - By the end of Q1 2025
- Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently - By the end of Q1 2025
- Poa customer experience shift teams are known internally as the teams that collaborate and seek help to resolve customer inquiries as rapidly as possible-By the end of Q1 2025
- Poa customer experience agents are acknowledged by our users on Social Media as a department that cares about solving their problems - By the end of Q1 2025
- Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results - By the end of Q1 2025
Department stage of development where this role sits
Scaling
Key Competencies (H, M, L)
- Clear, empathetic written and verbal communication skills - H
- Ability to solve problems on multiple planes - H
- Attention to detail: Troubleshooting and resolution is an observer game, being able to identify and spot problems is a key to success in the role - M
- Time management: The ability to resolve specified tasks within the slotted times - H
- The ability to ask for help: Knowing when and how to ask for help internally and with other departments to resolve a customer's inquiry - M
- Ability to remain calm even when the customer is upset. Keeping the tempo of the conversation positive in light of challenges - H
- Digital and computer literacy - H
- Social media competency - H
Mandatory Criteria if Any, with no exceptions to hire
- Must have a learning and growth mindset
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience2 years
- LocationNairobi
- Job FieldEngineering / Technical 
Mission Statement for the Role:
Level 2 in-depth troubleshooting and back-end analysis with the aim of providing solutions and recommendations for both customer and technical-related incidents.
Overall Responsibility:
To address and resolve technical escalations from the contact centre, support field service partners and follow up on network downtimes with the NOC team.
People:
Individual Contributor
Key SMART Results for A-Player Success
- Ensure all technical issue escalated from L1 teams are resolved within 1 hour with detailed updated respective tickets - End Q4 2025
- Escalate 100% issues and patterns associated with network performance and availability to the NOC team for resolution at the end of every 8-hour shift (e.g., sector load/performance issues) - End Q4 2025
- All escalated issues with common problems & root causes identified and proposed resolutions communicated with NOC / L1 within 1 hour - End Q4 2025
- All customer complaints that can be resolved on FCR are identified and shared with the Technical Operations Manager at the end of every 8-hour shift for training of the L1 team- End Q4 2025
- Address all technical issues escalated in regard to installation and field support by Service Partners within 10 minutes during working hours - End Q4 2025
- Support in the creation, management and adherence of detailed departmental documentation and processes - End Q4 2025
Department stage of development where this role sits
Preparing for rapid scale
Key Competencies (H, M, L)
- Have knowledge of routing and switching protocols, IT systems, and radio frequency- H
- Results-orientated with track record of working in high-pressure business-to-consumer (B2C) technical support environments- H
- Exceptional interpersonal, verbal and written communication, and conflict resolution skills- H
- Customer focused with strong analytical, troubleshooting, & problem-solving skills- H
- Have experience using CRM and remote support tools, with demonstrated end-to-end ownership of escalated customer issues- H
- Has experience working within a fast-paced, high-pressure L2 support environment in the telecommunications sector for at least 2 years- H
- The ability to communicate technical information in an accessible manner to non-technical employees- H
Mandatory Criteria if any, with no exceptions to hire
- Must have worked in a business-to-consumer (B2C) technical support team in the telecommunications sector.
- Must have at least 2+ progressive years working in a similar setup.
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience2 - 4 years
- LocationNairobi
- Job FieldEngineering / Technical 
Mission Statement for the Role:
Lead a dynamic team of technicians dedicated to providing exceptional Level 2 support and solutions to poa! customers, with a relentless commitment to excellence
Overall Responsibility:
To ensure the smooth and efficient operation of the Technical Support team by resolving technical issues promptly & delivering excellent customer service
People:
Technical Support Technicians
Key SMART Results for A-Player Success
- Reduced average response time by 10% through continuous process enhancement, team development efforts, and fostering effective collaboration with other support teams -End of Q4 2025.
- Identified troubleshooting gaps & implemented regular training sessions and performance reviews to develop staff knowledge and skills, with the aim of achieving set SLAs -End of Q4 2025.
- Provide internal training, along with the technical operations manager and quality manager, to introduce, implement, and maintain effective and efficient processes that support the customer incident and problem management processes - End of Q4 2025.
- Ensured that ticket queues are managed effectively by achieving a first-call resolution rate of at least 80% - End of Q4 2025.
- Drive service improvements and provide best practice incident management of issues impacting our customer base through resolution, including escalation within the business & communication to stakeholders - End of Q4 2025.
- Ensure comprehensive technical integration support for the Field Services team, addressing 99% of all requests within SLA - End of Q4 2025.
- Providing effortless customer experience by proactively recommending changes to product information, alternatives, and solutions - End of Q4 2025.
- Proactively provided technical insights and recommendations whilst ensuring effortless decision-making by offering tailored information, alternatives, and solutions - End of Q4, 2025.
Level of Management Experience Required (Mandatory & Nice to Have)
2 years in a team lead or leadership role and 4 years in wireless installation/related fields.
Department stage of development where this role sits
Scaling
Key Competencies (H, M, L)
- Have knowledge of routing and switching protocols, IT systems, and radio frequency -H
- At least 4 years experience in wireless installation or a related field -H
- Great interpersonal, verbal and written communication, and conflict resolution skills -H
- Customer focused with strong analytical, troubleshooting, and problem-solving skills - H
- Has experience working within a fast-paced, high-pressure L2 support environment in the telecommunications sector for at least 2 years - H
- Problem-solving abilities to troubleshoot complex issues and provide guidance to technical support technicians - H
- Experience in a leadership role for at least 2 years - H
Mandatory Criteria if Any, with no exceptions to hire
- Must have worked in a business-to-consumer (B2C) technical support team in the telecommunications sector.
- Must have 2 years progressive experience in a team lead or similar leadership position.
- Must have at least 4 years experience in wireless installations or related fields.
Method of Application
Use the link(s) below to apply on company website.
