Customer Support Associate at Echo Mobile

Detailed Responsibilities

User support

• Handle incoming support requests from Echo Mobile users. These requests are made via live in platform chat, email and phone during business hours.
• Monitor and reach target average time to reply, average resolution time, and other key metrics that drive the Echo Mobile SLA.
• Guide users on how to discover and use features.
• Report bugs to the engineering team and test bug fixes.
• Report to the engineering team on persistent user challenges and suggest improvements and ideas that would make it easier for customers to use the product.
• Escalate requests as needed to other members of the team and manage upwards to ensure they are actioned appropriately.

Customer education

• Manage Echo Mobile’s knowledge management systems. Create new learning content, feature documentation, and frequently asked questions responses
• Develop and edit how-to video tutorials.
• Contribute to training materials on Echo Mobile product suite and facilitate customer education initiatives such as webinars.

Administrative Support

• Set up and test communication services (SMS shortcodes, USSD codes, IVR numbers) for new customer accounts.
• Manage customer account status by. downgrading/upgrading, mapping / unmapping of services and communicating changes to customers.

Product development support

• Proactively bring customer insight and participate in Echo Mobile user-centered design initiatives to improve the Echo platform’s UI and UX.
• Evaluate and test new features developed by the Engineering team and provide feedback and suggestions.

Strategic Support

• Take a data driven approach to developing Echo Mobile support function and actively maintain and understand key data.
• Contribute to ongoing Customer Success research and initiatives intended to improve customer retention and satisfaction.
• Report to the Customer Experience Lead on customer support request traffic, trends and feedback.

Required Education and Experience

Education and qualifications

• Bachelor's Degree in Statistics, IT, or Business with a focus on tech
• 2 years of experience in customer support, ideally in a B2B tech context
• Proficient with MS Excel/Google Sheets and MS PowerPoint/Google Slides

Desired Traits

• Analytical mindset and a keen interest in how data can drive us to better decisions
• An eye for user-friendly interfaces and a passion for web-based technology
• A deep customer empathy and an interest in how users interact with software
• Strong interpersonal skills, great phone etiquette and excellent writing ability
• Quick thinker, strong problem analysis skills and problem resolution skills. If you don't know how to do something, you'll do whatever it takes to figure it out or ask others
• Strong work ethic and the ability to learn multiple technology platforms quickly
• Strong time management skills to enable the management of multiple customers and requests simultaneously in terms of priority and deadlines
• Ability to set expectations and communicate goals and objectives with customers and teammates

Bonus qualifications

• Prior experience working with a team of engineers/developers.
• Prior experience in B2B SaaS user support
• Content writing or reporting experience.
• Web video production/editing skills.
• Experience using Zoho or similar CRM platforms.

Why join Echo Mobile?

• Responsibility and impact. Productivity, creativity, and collaboration are thoroughly rewarded. Your efforts have impact on our platform and our customers.
• Personal development. We invest heavily in personal development: you will learn a lot when you join Echo, and you will learn fast. Employees have an annual training budget.
• Friendly team. We’re a friendly and energetic team with away-days where we down tools and have fun.
• Remote-first. Echo Mobile is a remote-first company: we’re all based around Nairobi but work from home, meeting up monthly.
• Compensation and benefits. We pay a competitive salary and provide health insurance, lunch allowances and a home-office set-up stipend. Hours of work are flexible. A computer and monitor are provided.