Dispatch Agent

About the role

The Dispatch Agent will monitor service tickets in real‑time, coordinate field technicians and ensure network services are restored promptly. Working from our Westlands office, you will be the central point for ticket lifecycle management, SLA compliance and customer communication.

Key responsibilities

• Receive, acknowledge and assign incoming service tickets using the FSM platform.
• Update tickets with progress notes, validate technician feedback and close tickets according to client guidelines.
• Maintain 24‑hour MTTR for support tickets and 48‑hour resolution for connections, aiming for 99 % SLA compliance.
• Prepare weekly ticket status and technician performance reports for internal and client meetings.
• Communicate timelines and restoration status to customers, confirming satisfaction before closure.
• Escalate tickets that face environmental or access issues following the escalation matrix.

Required profile

• Entry‑level candidates with up to two years of experience in ticket or service dispatch.
• Strong attention to detail and ability to work under tight SLA targets.
• Good written communication skills for client updates and reporting.

Required skills

• Proficiency with a Field Service Management (FSM) platform for ticket assignment.
• Basic understanding of network service restoration processes.

What we offer

• Competitive monthly salary ranging from KES 15,000 to KES 30,000.
• Opportunity to develop expertise in telecom operations and customer service.