114 Center Staff jobs in Kenya

Company Description

We suggest you enter details here

Role Description

This is a full-time, on-site role for a Network Operations Center (NOC) Engineer located in Nairobi County, Kenya. The NOC Engineer will be responsible for monitoring and maintaining network systems, performing routine network administration tasks, and offering technical support. Duties also include troubleshooting network issues and ensuring network security measures are implemented and maintained.

Qualifications

• Experience in Network Operations Center (NOC) and Network Administration
• Strong Troubleshooting and Technical Support skills
• Knowledge of Network Security protocols and practices
• Excellent problem-solving and communication skills
• Ability to work independently and collaboratively within a team
• Relevant certifications such as CCNA, CompTIA Network+, or equivalent are a plus
• Bachelor's degree in Information Technology, Computer Science, or a related field

We embrace passionate Team Members who consistently display our values: United, Informative, Approachable, Caring and Transparent. We are united in our collective effort to achieve member goals and proactively provide solutions tailored to individual Member needs. We are committed to ensuring that each Member receives a positive service experience and trusted financial advice. Join the Nuvision Team today Let us be part of your career journey

Sign-on bonus available for eligible external applicants Contact us today to learn more
The primary role of the Member Contact Center Representative I is to provide exemplary service to Credit Union via all manners and methods of contact, including but not limited to phones, e-mail, web channels, mail, and facsimile. Under general supervision, the MCC Rep I performs a wide variety of duties related to member service such as processing deposits and withdrawals, reviewing account information and credit/card transactions, processing loan payments, providing basic online banking support, etc. This position supports all of the Credit Union depository and lending products and works to achieve cross-sell goals established by the Credit Union. MCC Rep I's are generally on the phone in a queue the entire day and responsible for adhering to their assigned schedule to ensure member service standards are met and exceeded. This role's focus is the member experience and is expected to represent Nuvision Credit Union in a positive and professional manner at all times, showing mutual respect while working with and collaborating with others to build strong relationships internally within the organization and externally with our members. This means supporting the Credit Union goals and Core Values. They must maintain confidentiality with member information, pay attention to detail, ensure accuracy, demonstrate sound judgment, and act with tact and diplomacy.

Responsibilities

• Responsible for providing efficient and timely service to the membership via phone, mail, facsimile, as applicable. Provides basic member service transactions, with quality and accuracy.
• Consults with members. Identifies needs, offers solutions, and follows up on any pending transactions. Holds conversations that matter with members either in person or over the phone.
• Recommends other products and services such as ancillary products as appropriate from having conversations that matter with members.
• Performs various duties including but not limited to: Opening all new Member Accounts; Savings, Checking, Money Market, Trust, Certificates, and IRA. Completes all appropriate forms such as Account Cards, Certificate Application and Agreement, Trust Application and Agreement, and Certificate of Trust. Recommends other products and services as appropriate from having conversations that matter with members.
• Performs a wide variety of account maintenance including but not limited to changes of address, name changes, adding/updating account set up, adding/updating joint owners, adding/updating beneficiaries, closing accounts, processing deceased accounts and notary services.
• Identifies and reports any suspicious behavior or suspected fraud activity.
• Completes all required training and compliance modules.
• Treats all co-workers and members with respect.
• Supports and participates in continuous improvement activities.
• Represents the Credit Union in a positive and professional manner.
• Maintains member and other sensitive information with confidentiality.
• Other related duties as assigned.

Qualifications

• 1 year retail experience with a proven track record in meeting and or exceeding service and sales goals.
• Basic understanding of financial products and services
• Professional verbal skills and etiquette
• Competent computer knowledge and proficiency in Microsoft applications (Word, Outlook and Excel), remote signing and ability to work and operate a webcam
• Excellent follow up
• Strong interpersonal skills with the ability to effectively listen, understand, and anticipate member needs
• Excellent Written skills (Email) – Grammar and Spelling
• Member service and organizational skills
• Work well with other departments – Team player
• Genuine interest in helping members through Conversations that Matter and have an empathetic and caring nature
• Willingness to make a difference
• Personable and professional

Education

• High School Diploma or equivalent

Website:

Pay scale by applicable geographic location:

• Alaska: Min-$20.00 Mid-$4.31 Max- 29.17
• Arizona: Min- 16.77 Mid- 20.96 Max- 25.15
• Nevada: Min- 17.15 Mid- 21.44 Max- 25.73
• Texas: Min- 16.14 Mid- 20.18 Max- 24.22
• Washington: Min- 20.00 Mid- 24.35 Max- 29.23
• Wyoming: Min- 16.53 Mid- 20.67 Max- 24.80

The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and applicable experience within the industry, job related training/education, etc.

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Flexible Spending Account
• 401(k) Matching
• Paid Time Off
• Training Provided
• Tuition Reimbursement

• Supervise daily operations of the NOC team, including monitoring network performance, identifying issues, and coordinating resolution efforts.
• Develop and implement standard operating procedures (SOPs) for incident management, problem management, and change management.
• Train, mentor, and evaluate NOC staff to ensure high levels of performance and skill development.
• Act as a point of escalation for complex network issues, providing technical guidance and support.
• Collaborate with other departments, including field operations and customer support, to ensure seamless service delivery.
• Analyze network performance data to identify trends, potential bottlenecks, and areas for improvement.
• Ensure adherence to security policies and best practices within the NOC environment.
• Prepare regular reports on network status, incidents, and team performance for management.
• Manage and maintain NOC tools and systems, recommending upgrades or new solutions as needed.
• Participate in on-call rotation to provide 24/7 support for critical network events.

• Monitor network and server performance using various NOC tools.
• Respond to system alerts and troubleshoot network and system issues.
• Diagnose and resolve hardware and software problems.
• Implement network configurations and changes as directed.
• Document all incidents, actions, and resolutions accurately.
• Escalate critical issues to senior engineers and management.
• Perform routine system checks and maintenance tasks.
• Collaborate with other IT teams to ensure seamless network operations.
• Contribute to the development and improvement of NOC procedures and documentation.
• Provide support for network infrastructure projects.
• Ensure adherence to security protocols and best practices.
• Maintain detailed logs of network traffic and system performance.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 3 years of experience in a Network Operations Center or similar IT support role.
• Strong understanding of TCP/IP, DNS, DHCP, routing protocols (e.g., BGP, OSPF), and switching.
• Experience with network monitoring tools (e.g., Nagios, Zabbix, SolarWinds).
• Familiarity with server operating systems (Windows Server, Linux).
• Excellent troubleshooting and analytical skills.
• Ability to work independently and as part of a remote team.
• Strong communication and documentation skills.
• Experience with cloud-based network environments is a plus.
• Relevant certifications such as CCNA, CompTIA Network+ are highly desirable.

• Supervise and manage the daily operations of the Network Operations Center team.
• Monitor network performance and identify potential issues before they impact service.
• Respond to and resolve network incidents and outages in a timely and efficient manner.
• Coordinate with internal teams and external service providers to troubleshoot and resolve complex network problems.
• Develop and maintain operational procedures, documentation, and runbooks.
• Ensure adherence to service level agreements (SLAs) and performance metrics.
• Train and mentor NOC technicians, fostering a culture of continuous learning and improvement.
• Manage shift schedules and ensure adequate staffing levels.
• Implement and optimize network monitoring tools and alerting systems.
• Participate in capacity planning and network infrastructure upgrades.
• Generate regular reports on network status, incident trends, and team performance.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in network operations, with at least 2 years in a supervisory or lead role.
• Proven expertise in network monitoring tools (e.g., SolarWinds, Zabbix, Nagios) and protocols (TCP/IP, BGP, OSPF).
• Strong understanding of telecommunications network infrastructure, including routers, switches, firewalls, and WAN technologies.
• Experience with incident management and problem-solving methodologies.
• Excellent leadership, team management, and communication skills.
• Ability to work effectively in a hybrid environment, balancing remote and on-site responsibilities.
• Relevant certifications such as CCNA, CCNP, or equivalent are highly desirable.
• Experience with cloud networking concepts (AWS, Azure) is a plus.
• Ability to work under pressure and make critical decisions during network outages.

About Influx:

Influx provides customer service for brands and tech companies on demand, 24/7, every day of the year (including holidays). To achieve this, our operation consists of agents and managers working around the globe to achieve the company's objectives.

Learn more about us.

Essential Duties:

• Manage a high volume of Inbound/Outbound Phone, Email & Chat contacts from customers who are calling with questions or need assistance with their issues
• Full understanding of how to deliver a positive customer experience whilst maintaining strict call-handling KPIs
• Liaison with other departments to resolve customer issues
• Communicate effectively and with a positive tone with peers and your manager
• Contribute to a high-performance and friendly workplace culture
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customers, clients, and other stakeholders through open and interactive communication
• Achieve the client and Influx's KPIs (Call Handling, Email, Chat, CSAT & QA quotas)
• Strong knowledge in understanding the importance of maintaining ownership in handling customer complaints, until you feel it is appropriate to escalate.
• Deliver on your promises and obligations to drive an exceptional customer experience

Minimum requirements:

• At least 1 year of proven customer support experience or experience as a call center representative in a BPO environment
• Excellent written and verbal English communication skills, English Language must be clear, with no native accent
• Strong problem-solving and negotiation skills, as well as the ability to handle difficult customer calls
• We operate 24/7 and work on a rotating roster - you must be OK to work weekends on any allocated shift
• Empathetic and displays the necessary soft skills required for customer support
• Ability to take ownership of the situations
• Able to work in a fast-paced environment
• Ability to multitask and not get frustrated
• Track record of achieving KPIs and delivering strong CSAT scores

IMPORTANT NOTES:

• Influx never asks candidates to make any payment throughout the entire recruitment process.
• Successful candidates will be contacted only through email ending with

If this sounds like you or someone you know, the application link is below Apply now