Technical Customer Support Specialist at Angaza

Description Of Role

We are recruiting a Technical Customer Support Specialist to join our Nairobi team and lead technical support efforts for our global distribution network. This is an exciting opportunity to hold a key role in a rapidly growing company, as we scale our presence throughout Africa, South Asia, and Latin America.

The chosen candidate will be the first line of support for any technical challenges impacting our rapidly growing group of distribution partners. S/he will also develop internal processes to improve how Angaza provides technical assistance, and lead in-house testing and product QA/QC. The position will report directly to the Director of East Africa Operations.

Technical Customer Support Specialist Job Responsibilities

• Become an expert in Angaza’s platform functionality
• Provide front-line technical support by answering questions about product behavior, guiding detailed in-field troubleshooting, and assisting account managers with technical training
• Support development and refinement of product training materials
• Lead in-house technical testing for new country and product launches
• Establish internal KPIs that measure effectiveness in rapid resolution of trouble- tickets
• Manage Angaza’s internal ticketing systems

Requirements for the Technical Customer Support Specialist Job

• Bachelors Degree
• 2-3 years of work experience in the technology sector
• Experience working with a SaaS platform and Android applications
• Experience providing technical support
• Experience with ticketing systems such as Zendesk
• Experience managing multiple priorities in a fast-paced environment
• Strong written communication skills and organizational skills
• Multilingual applicants a plus