Technical Customer Support Associate at Angaza

Role Description

Angaza's Technical Customer Support Team is the face of Angaza to our customers and is responsible for orchestrating a superior customer experience. This position joins a Technical Customer Support team which optimizes Angaza's after-sales service through end-to-end ticket management and detailed analysis of ticket trends. The Technical Customer Support Associate will play a critical role in identifying ways that Angaza can promote the seamless adoption and use of the Angaza offering.

This is an entry-level position with the potential for significant career development. The role will be responsible for independently managing inbound tickets and escalations through our Angaza Customer Care, in both English and Kiswahili. A key responsibility is to ensure that the tickets are resolved and closed in a manner that upholds Angaza's extremely high standards for customer service.

The position is based in Nairobi, Kenya and reports to the Director of customer Experience.

Requirements

•  BS/BA degree in an appropriate track for a technical support role
•  Demonstrated track record to take on responsibility and initiate change proactively
•  Customer support experience preferred, but not required
•  Experience with Contact Center ticketing tools (e.g. Zendesk, Ameyo, etc.) and CRMs a plus
•  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
•  Ability to employ diplomacy, patience and tact in customer interactions and respect customer confidentiality
•  Comfort with technology and digital tools
•  Outstanding written and spoken language ability in English and Kiswahili
•  Excellent attention to detail and ability to master customer interaction
•  Able to flex working hours to align with assigned shifts
•  Experience in the B2C environment will be an added advantage