Duma
Works is recruiting an ambitious and self motivated Technical Account Specialist for
TaroWorks; a wholly-owned subsidiary of the Grameen Foundation, a non-profit
dedicated to helping the world’s poor connect with their potential.
Their
vision is to make it as easy to manage across the last mile as it is across the
first mile.
About
You: You
believe that technology can enable social businesses and NGOs non-profits to
improve their programs and better serve their clients.
You
believe that data has the power to help solve the world’s most complex problems
and can contribute to alleviate alleviating poverty.
If you
love software, love customers, and are prepared to go the extra mile to help
them succeed – you’ll enjoy being part of the TaroWorks team at the Grameen
Foundation.
Job
Summary: The
company is currently seeking a Technical Account Specialist to help support
their growing number of TaroWorks™ customers across Africa, Asia and Latin
America.
The
duties of this position are 90% customer facing, and 10% internal.
Externally,
your time will be divided amongst providing our clients technical support, and
delivering professional services.
This
role has five main objectives:
- Drive
Customer Success: Provide training, on-boarding and Tier 2 support for
their client portfolio across a variety of sectors, ensuring they are
maximizing the value TaroWorks is providing for their organization.
- Delivery
High Quality Services: Deliver professional services to their customers to
ensure their success and satisfaction when using TaroWorks.
- Build
Scalable Support Systems: Build out their support website with proper
training, videos and references so that customers can help themselves and
one another and foster community led support.
- Support
Product Development: Provide critical input into design process by
combining customer feedback with expert insight.
- Support
Sales Team: Provide implementation advice, enhance technical knowledge,
and create suitable demos where necessary.
The
ideal candidate should have excellent problem solving and skills, fluent
English communication skills (both verbal and written), and display strong
customer-focus and service mentality.
While
experience with the Salesforce platform is not a requirement, the successful
candidate must prove their ability to learn new concepts and apply them quickly
– it is ideal that applicants have at least a basic practical experience in
mapping business processes, programming and relational databases.
Reflective
of most start-up environments, this is very much a hands-on position, with
on-the-job training and in-the-trenches tactical work required.
This is an amazing chance to put your skills and passion to work in the fight against poverty through a cutting-edge technology solution while gaining valuable operational and analytical experience with potential for advancement.
This is an amazing chance to put your skills and passion to work in the fight against poverty through a cutting-edge technology solution while gaining valuable operational and analytical experience with potential for advancement.
This
role will report to TaroWorks’ Director of Product and customer success who is
based in Seattle, Washington.
The position will be based in Nairobi.
The position will be based in Nairobi.
Essential
responsibilities:
- Become
an expert in TaroWorks and SalesForce.com functionality.
- Create
and maintain support resources, FAQs, training documentation and videos to
ensure customers can resolve the majority of support questions
independently.
- Provide
Level 2 support to NGOs and social enterprises including responsive
problem solving of technical issues, tracking and managing of support
incidents and interfacing with engineering (Level 3 support) to ensure
accurate problem resolution.
- Provide
customers with professional services such as training, setup, enhanced
support, and consulting services.
- Participate
in product improvement by capturing customer issues and needs and
communicating them to the product team.
- Compile
customer use data, case statistics, and support metrics.
- Build
reports and dashboards and provide business analytic capabilities through
the use of standard reporting tools.
- Provide
support to TaroWorks Sales and Product teams when needed.
- Host
quarterly webinars showcasing our new releases, and additionally as needs
arise
- Represent
TaroWorks at conferences, sometimes in speaking engagements
Required
Skills, Trait and Experiences:
- Exceptional
communication skills – fluency in English, both written and verbal. Must
be able to gather technical information and give instructions while
maintaining a friendly, supportive and approachable tone.
- Strong
technical skills – Proven aptitude in system thinking and problem solving,
ability to learn new concepts quickly and apply them in combination.
- Customer-focus,
empathy, service-attitude and patience a must.
- Strong
relationship management skills to build deep, learning relationships with
customers – comfortable speaking to business executives, technical staff
and field staff sometimes with minimal education.
- Demonstrated
ability to carry out a technical task with verbal instructions and limited
supervision.
- Demonstrated
ability to read and understand data models and relational databases,
familiarity with web technologies and basic understanding of SQL or
similar.
- Ability
to effectively manage and communicate priorities, delivery expectations,
risks and concerns to customer and team members.
- Passion
for the mission of TaroWorks and poverty alleviation.
- Able
to travel both domestically and internationally up to 20%.
Preferred
Skills, Trait and Experiences:
- Bachelor
degree in computer science, engineering or business (with focus on
operations or analytics)
- 3
– 5 years working experience, with at least a year of experience providing
technical support
- Experience
with SalesForce.com, Zendesk and Android devices
- Experience
with supporting and deploying mobile applications
- Experience
in tutoring, teaching or training
- Experience
in organizing and analyzing data
- Experience
organizing workflows / managing business processes
- Experience
moderating an online forum a plus
- Ability
to film (screencast) and edit videos, then publish them to YouTube
- Basic
Object Oriented Programming language (C, C++, Java)
Apply
Cover Letter and detailed CV are to be sent by email to apply@dumaworks.com marking the subject as “2316”, Your Full name & Phone number e.g. 2316, Barack Obama, 07xxxxxxxxx.
Cover Letter and detailed CV are to be sent by email to apply@dumaworks.com marking the subject as “2316”, Your Full name & Phone number e.g. 2316, Barack Obama, 07xxxxxxxxx.
If you
don’t follow these instructions, your application will not go through.
Any
Applications without a Motivation Letter will not be considered.
Deadline for receiving applications: 5th August 2016
N.B.* When applying to any job through Duma Works, you can expect that after you apply, you will receive a confirmation email, and then an SMS alert asking you to take a basic screening test over email or SMS. The test may not arrive immediately. Please be patient. The test will typically be 5-8 questions to help us understand your background. Regular SMS rates apply to the test, and if you ever have any issues with the process, please reach out to 0702093793.
If you apply and don’t meet these minimum qualifications, we won’t be able to forward your application to the employer. This is to save both you and the employer time and make sure you both find the best match.
