Career Opportunities at Tulaa

Job Description

Tulaa Call Centre Advisors are a vital link to the farmers. They build trust in our brand, generating goodwill through the provision of reliable and accurate information, actively listening to the farmers, and putting customer euphoria at the centre of every interaction. 

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Reports to: Product Lead Manager

Travel: None

Start date: Immediately

About the Role

• Provide expert advice to farmers on good agronomic practices in their local languages on phone
• Sell approved Tulaa products and services to farmers e.g. input layaways, input credit, etc.
• Translate and record crop production protocols to voice messages in the local language
• Create tickets of all inbounds and outbound calls
• Write weekly, monthly, quarterly, and annual call reports for the farmer helpline
• Answer inbound calls/or emails promptly and in accordance with established procedures
• Empathize with caller(s) and provide technical advice about the Tulaa program
• Respond courteously and solve problems to achieve customer euphoria with every interaction
• Recognize, apply, and explain product knowledge to customers
• Comprehend and interpret customer complaints/or suggestions accurately
• Build customer(s) interest in the services and products offered by Tulaa
• Communicate relevant market information as well as customer needs, demands and pain points to the business team effectively to drive product development
• Provide technical support for end users through effective troubleshooting and problem solving
• Identify the need to escalate specific issues and follow through where necessary

About You

• A minimum of first degree in agriculture technology, general agriculture, agronomy, or agriculture extension 
• At least two years of field experience as an agriculture extension officer or crop/animal production worker. He/She must have an experience of working with farmers, e.g. NGO that works in the Agricultural sector, Ministry of Food and Agriculture, crop research institute or their equivalent
• A sound knowledge in telephone etiquette
• Proficient data entry skills
• Process-driven.
• Able to inspire and influence, with and without authority
• Diligent attention to detail and strong technical intuition
• A team player with a positive attitude
• Kind and empathetic – your EQ is as high as your IQ
• Passionate about working in an innovative business with strong social impact 
• Able to thrive in a startup culture
• Adept at managing through ambiguity and providing clarity
• Fun, energetic, and collaborative personality with a positive outlook
• Able to inspire and advocate internally and externally, with or without authority
• Outstanding written and verbal communications skills in English

We actively promote diversity, creativity, and professionalism in the workplace. 

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Job Responsibilities

• Design and maintain a continuous delivery platform infrastructure that allows for rapid automated application testing and deployments, and work with a team of engineers to build AWS infrastructure as code that is:
  
  • Highly available
  • Self-healing
  • Self-aware
• Fully-orchestrated and dockerized
• Elastic, low cost, low consumption, high performance
• Fully versioned through Bitbucket and CodeCommit
• Coordinating with an Engineering team to automate the build, test and deployment of applications in an agile Software development life cycle
• Automate monitoring of servers and applications and alerting when issues arises
• Participate in engineering hackathons and on-call rotations for first responder and escalation tiers.
• Building reusable code and libraries for future use
• Optimization of the application for maximum speed and scalability
• Implementation of security and data protection
• Design and implementation of data storage solutions
• Deliver software within assigned time limits and according to company's standards
• Deliver high quality software that accurately meets specifications.
• Maintain clear and up to date software documentation
• Other tasks that might be assigned

Skills and Qualifications

• Foundational and working knowledge in Cloud Computing (AWS, AZURE, DIGITAL OCEAN) with knowledge and or experience in implementing cloud security best practices such as Identity and Access Management (IAM) features such as Roles, Users, Groups, Policies, Federated Access and Multi-Factor Authentication.
• At least 3 years’ experience in Software development
• In-depth understanding of computer programming, data structures, algorithms, techniques and SDLC
• Well rounded knowledge of back-end, front-end and android development practices.
• Experience in developing J2EE applications using Spring Framework
• Experience is using SQL based database management systems. Experience in using PostgreSQL will be an added advantage.
• Ability to work in a team
• Immaculate attention to detail and dedication to coherency
• Desire to help others in critical situations
• Cope with pressure and extensive periods of high workload. Remains calm under adverse circumstances, while still being able to manage priorities and tasks
• Hands-on approach in executing tasks
• Must be honest and have integrity
• Be passionate and persistent
• Passion for poverty alleviation and/or using technology for good
• Process and data-driven – process flows, KPIs and metrics make you happy
• Empathetic leader – your EQ is at least as high as your IQ
• The fast (sometimes chaotic) pace of a start-up environment is your comfort zone

We actively promote diversity, creativity, and professionalism in the workplace.

To learn more about the position and the company, visit tulaa.io.