Customer Support Officer at Tech Care for All Africa (TC4A)

The Customer Support Officer is the first point of contact for the healthcare professionals, institutional clients, and program participants who use TC4A\'s platforms — primarily the Medical Learning Hub (MLH). You will resolve queries quickly, keep the user experience
consistent across markets, and feed insights back to product and program teams.
Key responsibilities

• Provide first-line support to healthcare professionals on the MLH platform — login, course access, certificates, accreditation queries
• Manage support tickets across email, WhatsApp, and in-platform chat, with clear SLAs
• Verify HCP credentials during onboarding to maintain platform integrity
• Support pharma client program participants with queries on training, registration, ancertification
• Document recurring issues and contribute to FAQs, help center articles, and self-service content
• Liaise with the tech team to log, prioritize, and escalate platform bugs
• Track and report support metrics: response time, resolution rate
• Support periodic user communications (course launches, reminders, country-specific notices)
• Flag patterns and user feedback to inform product and program decisions

Requirements

• Bachelor\'s degree, or equivalent professional experience
• 2–3 years in customer support, customer success, or a comparable user-facing role
• Experience supporting a SaaS or digital platform
• Excellent written communication; calm, patient, problem-solving mindset
• Comfortable with help desk and CRM tools (Zendesk, Freshdesk, Intercom, HubSpot or similar)
• Strong organization and ability to manage high ticket volumes without losing quality
• Excellent written and spoken English
• Familiarity with healthcare professional workflows or medical terminology
• Basic data fluency (Excel/Sheets) for tracking trends