French-speaking Technical Customer Support Associate at Angaza

This is an entry-level position with the potential for significant career development within the Angaza Customer Experience organization. The role will be responsible for independently managing tickets raised by customers in both English and French, ensuring that the tickets are resolved and closed in a manner that upholds Angaza’s extremely high standards for customer service. The position will be based in Nairobi, Kenya with occasional international travel and reports to the Director of Customer Experience.

Requirements

• BS/BA degree in an appropriate track for a software technical support role.
• Demonstrated track record to take on responsibility and initiate change proactively.
• Customer support experience preferred, but not required.
• Experience with customer support tools a plus; preferably Zendesk.
• Ability to think in solutions, not in problems and enthusiasm to constantly improve processes.
• Proven track record to take responsibility, stay calm, positive and supportive in high pressure situations.
• Comfort with technology and digital tools.
• Outstanding written and spoken language ability in English and French.
• Excellent attention to detail and ability to master customer interaction.
• Able to flex working hours to align with assigned shifts.

Responsibilities

• Be a first point of contact for tickets from our English speaking customers and the primary point of contact for tickets from our French speaking customers.
• Collaborate with other departments to respond to customer tickets and provide the best possible customer support until resolution.
• Become an expert in all aspects of Angaza’s platform functionality.
• Collaborate with our Product Development teams by sharing customer feedback to continuously improve the Angaza platform.
• Uphold individual performance against established internal KPIs that measure effectiveness of prompt and accurate resolution of customer support requests.
• Support the development and refinement of product training materials.

COVID-19 Considerations

Due to the global pandemic, Angaza has closed its offices in both Nairobi and San Francisco and the team is working remotely. Angaza provides a generous stipend for employees to set up their home offices and reimburses monthly internet costs to ensure employees can effectively work from home. Our goal is to return to an in-office environment as soon as it is safe to do so.

Other Details

Angaza is a for-profit company based in Nairobi and San Francisco.

Employees Receive Salary And Competitive Benefits That Include

• company-sponsored private medical plan
• pension plan with company contribution
• quarterly professional development allocation
• team & mission you can believe in

Our Commitment to DEI

At Angaza, we evaluate all candidates on the basis of their ability to meet stated job requirements. We do not discriminate against candidates on the basis of sex, gender, marital status, religion, nationality, or other personal characteristics. In keeping with our commitment to supporting a safe and inclusive workplace, we strongly encourage candidates from traditionally underrepresented backgrounds to apply.