Our client Boss Telecom Ltd \u00a0is seeking a highly motivated and experienced Customer Support & Fibre Operations Supervisor to lead our customer support team while coordinating fibre installation and service delivery operations. The ideal candidate will possess strong customer service leadership skills, technical knowledge of fibre internet services, and the ability to bridge the gap between customers, field technicians, and network operations teams.<\/p>\n
Key Responsibilities<\/p>\n
\tSupervise and support the Customer Support team to ensure timely and professional handling of customer inquiries and complaints.
\n\tCoordinate fibre installation schedules and ensure successful service activations.
\n\tAct as the primary liaison between Customer Support, Fibre Installation Teams, and Network Operations.
\n\tMonitor installation turnaround times and ensure compliance with Service Level Agreements (SLAs).
\n\tHandle escalated customer issues and coordinate technical fault resolution.
\n\tReview installation reports and verify successful activations.
\n\tTrack recurring customer issues and recommend operational improvements.
\n\tMaintain accurate customer records and prepare operational performance reports.
\n\tTrain, coach, and mentor customer support staff.
\n\tEnsure customers receive accurate technical guidance regarding installation requirements and service usage.<\/p>\n
Qualifications & Experience<\/p>\n
\tDiploma or Degree in Telecommunications, ICT, Computer Science, Business Administration, or a related field.
\n\tMinimum 3 years’ experience in telecommunications, ISP operations, or fibre internet service delivery.
\n\tAt least 1\u20132 years’ experience in a supervisory or team leadership role.
\n\tExperience supporting FTTH (Fibre-to-the-Home) customers and coordinating fibre installations.
\n\tStrong leadership, communication, and problem-solving skills.
\n\tExperience using CRM systems, ticketing platforms, and telecom operations tools.
\n\tTechnical certifications such as CCNA, MikroTik, Ubiquiti, Fibre Optics, or related qualifications will be an added advantage.<\/p>\n
Technical Skills & Knowledge<\/p>\n
\tGood understanding of FTTH network architecture and deployment processes.
\n\tKnowledge of fibre installation standards, splicing, termination, testing, and activation procedures.
\n\tAbility to diagnose and coordinate resolution of connectivity issues including signal loss, ONU\/ONT faults, router configuration, and customer premises equipment (CPE) issues.
\n\tFamiliarity with GPON technology and fibre network operations.
\n\tKnowledge of network monitoring and ticketing systems.
\n\tAbility to interpret installation reports, signal readings, and technical fault reports.
\n\tExperience coordinating field technicians and installation teams.
\n\tKnowledge of Wi-Fi networking, router configuration, and basic LAN troubleshooting.
\n\tUnderstanding of Service Level Agreements (SLAs) and incident management processes.<\/p>\n
Key Competencies<\/p>\n
\tCustomer-centric mindset
\n\tTeam leadership and people management
\n\tExcellent communication and interpersonal skills
\n\tStrong organizational and coordination abilities
\n\tTechnical problem-solving capability
\n\tAttention to detail and follow-through
\n\tAbility to manage multiple priorities effectively<\/p>\n
Interested and qualified candidates should forward their CV to: hr@mybestjobs.co.ke using the position as subject of email.<\/p>\n
Apply Through:<\/p>\n
hr@mybestjobs.co.ke<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/hr@mybestjobs.co.ke","_company_name":"Mybest Ltd","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"At\u00a0MyBest Teams Ltd, we are passionate about connecting talent with opportunity across Kenya and the wider East African region. As a dynamic HR and recruitment solutions company, we specialize in helping organizations build high-performing teams through tailored hiring strat... read moreegies, talent sourcing, and employer branding support. We also offer\u00a0outsourced HR services\u00a0to businesses seeking flexible, cost-effective solutions for managing payroll, compliance, employee relations, and day-to-day HR operations \u2014 allowing them to focus on growth while we handle the people side. Whether you're an employer seeking top talent, looking to streamline your HR function, or a job seeker ready for your next opportunity,\u00a0MyBest Teams Ltd\u00a0is your trusted partner in the world of work.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[711,693,717,708,1356],"job-types":[1244],"class_list":{"0":"post-96968","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time-onsite"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/96968","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=96968"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=96968"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=96968"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=96968"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}