Technical Customer Support Specialist at Angaza

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)