Technical Customer Support Associate

About AngazaAngaza enables businesses to sell life-changing products, on credit, to low-income, unbanked consumers in emerging markets. Our technology uses an IoT network of connected devices, mobile payments, and machine learning to accelerate the adoption of solar energy systems, smartphones, and appliances. 
We are reinventing consumer credit by making it available to the 2 billion people across the globe who are unbanked or left out of formal credit/savings ecosystems. With Angaza, consumers have the flexibility to buy now and pay later, with full pricing transparency. And, merchants can increase their sales and revenue by over 8x by offering life-changing products on credit. 
Angaza’s inclusive finance platform is already used by businesses in 50+ countries across Sub-Saharan Africa, Latin America, and Asia to improve the daily lives of over 20 million people.

Role DescriptionAngaza’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

Responsibilities

• Serve as an escalation point for tickets from our Customer Care Partner, ensuring that the issues raised are resolved and communication relayed back to the Customer Care Partner agents within the accepted turn around time
• Conduct Know Your Customer (KYC) documentation reviews and execute as per the steps laid out in the registration process
• 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

How To ApplyPlease submit your application using the form linked to below. Include a resume and any other application materials you think would support your candidacy. We plan to fill this position quickly, with a start date as soon as possible.
COVID-19 ConsiderationsAs part of our culture, Angaza has embraced a work from home (WFH) policy with opportunities for in-person collaboration through a shared office space. 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.
Other DetailsAngaza is a for-profit company with headquarters 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 DEIAt 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.