Role Objective
This Nairobi-based role is responsible for providing impeccable first-line support to Angaza’s customers via promptly responding to tickets and phone calls.
Role Summary
You will work with our Customer Support team to provide expert support for all aspects of our B2B Pay-As-You-Go software platform. Your mandate will be to rapidly and courteously respond to customer inquiries and tickets to make sure they have a delightful support experience. You will be monitoring customer responses and ensuring that you are resolving all questions and concerns accurately and speedily, and consulting other subject matter experts within the Angaza team when necessary.
This role presents a unique opportunity to create a world-class customer experience for our rapidly growing, global customer base. The role is based in Nairobi and reports to the Director of East Africa Operations.
Your responsibilities would include, but are not limited to, the following:
Becoming an expert in all aspects of Angaza’s platform functionality
Providing front-line technical support by answering questions about product behavior, guiding detailed in-field testing, and assisting customer success managers with technical training
Supporting the development and refinement of product training materials
Leading in-house technical testing for new country and product launches
Establishing internal KPIs that measure effectiveness in rapid resolution of customer support requests
Managing Angaza’s external and internal ticketing systems
Required Skills, Attributes, Experience
Preferred
Demonstrated experience implementing a customer support process
Excellent attention to detail
Demonstrated excellent written and oral communication skills
Are intellectually curious and love technology
Are empathetic, motivated and tenacious
Enjoy serving customers by understanding their concerns and addressing them in a speedy fashion
Have a proven track record of exceeding expectations
Know when to work independently and when to be collaborative
Exemplify Angaza’s key values: impact-driven, empathetic, courageous, trustworthy, curious, and collaborative
Experience
2+ years clear (post-university) experience in customer support
Start-up experience strongly preferred
Experience working in tech as a customer support specialist
Experience working in a help desk setup
Exposure to customer service software and a support ticketing system
Degree qualified i.e. Bachelor’s degree or similar; (engineering background would be an added advantage)
Demonstrated excellence in English, writing and typing (these will be tested)
Experience implementing processes for offering customer support
Excellent interpersonal skills
Excellent attention to detail
Ability to multi-task, prioritize, and manage time effectively
Highly-motivated, self-starting, and independent
Proficiency in English and Swahili (French would be an added advantage)
