Job Title: Customer Support Assistant
About Echo Mobile: Echo Mobile provides technology and services that help organizations in Africa engage, influence, and understand their target audiences.
About Echo Mobile: Echo Mobile provides technology and services that help organizations in Africa engage, influence, and understand their target audiences.
Echo’s flagship product is the Echo
platform, a software-as-a-service (SaaS) tool that enables organizations to
communicate with their most important stakeholders through scalable SMS, USSD,
and voice (IVR) communication. The platform generates actionable data and
analytics from these communications, empowering essential insights and
decisions that help organizations succeed.
Echo Mobile endeavours to grow,
evolve and innovate using the most effective and appropriate technologies to
provide increasingly powerful and accessible tools. We are committed to
enabling all organizations to engage growing African markets and the
communities they serve.
As a result, we are looking for
entrepreneurial, high-energy, and creative people to join our existing team. We
subscribe to the work/life balance mentality, especially when it comes to
soccer games, team outings and happy hours.
Role
Echo Mobile’s Customer Success team
is tasked with ensuring that this commitment is realized internally so that our
product and services deliver on them for customers and Echo sustains its
growth. Their goal is to help solve problems for Echo’s users and the
organizations they work for. Users of the Echo platform are a diverse range of
marketers, IT and communications professionals, business and data analysts, and
program managers from the many different businesses and organizations that use
the Echo platform.
The Customer Support Assistant will
be part of Echo’s Customer Success Team. The Customer Support Assistant’s goal
is to support the needs of existing Echo Mobile customers by ensuring that they
receive timely, effective support as per internal processes. This role will report
to the Head of Customer Success.
Detailed Responsibilities
User support
·
Handle incoming support requests from
Echo Mobile users. These requests are made via live chat, email, phone, and
Skype during business hours.
·
Guide users on how to discover and use
features.
·
Report bugs to the engineering team
and test bug fixes.
·
Report to the engineering team on
persistent user challenges and suggest improvements and ideas that would make
it easier for customers to use the product.
·
Escalate requests as needed to other
members of the team and manage upwards to ensure they are actioned
appropriately.
Customer education
·
Manage Echo Mobile’s knowledge
management systems. Create new learning content, feature documentation, and
frequently asked questions responses
·
Develop and edit how-to video
tutorials.
·
Contribute to training materials on
Echo Mobile product suite and facilitate customer education initiatives such as
webinars.
Administrative Support
·
Set up and test communication
services (SMS shortcodes, USSD codes, IVR numbers) for new customer accounts.
·
Manage customer account status by.
downgrading/upgrading, mapping / unmapping of services and communicating
changes to customers.
Product development support
·
Participate in Echo Mobile
user-centred design initiatives to improve the Echo platform’s UI and UX.
·
Evaluate and test new features
developed by the Engineering team and provide feedback and suggestions.
Strategic Support
·
Contribute to ongoing Customer
Success research and initiatives intended to improve customer retention and
satisfaction.
·
Report to the Head of Customer
Success on customer support request traffic, trends and feedback.
Required Education and Experience
The candidate should have the
following qualifications:
·
Bachelor’s Degree or professional
certificate, ideally in fields related to Computer Science, Business
Information Systems or IT.
·
6 months+ experience in customer
support, ideally in a B2B context.
·
Proficient with Google’s G Suite or
similar products.
Desired Traits
·
An eye for user-friendly interfaces
and a passion for web-based technology.
·
A deep interest in understanding
people and how they interact with software.
·
Strong interpersonal skills, great
phone etiquette and excellent writing ability.
·
Quick thinker, strong problem
analysis skills and problem resolution skills. If you don’t know how to do
something, you’ll do whatever it takes to figure it out or ask others.
·
Strong work ethic and the ability to
learn multiple technology platforms quickly.
·
Strong time management skills to
enable management of multiple customers and requests simultaneously in terms of
priority and deadlines.
·
Ability to set expectations and communicate
goals and objectives with customers and teammates.
Bonus qualifications
·
Prior experience working with a team
of engineers/developers.
·
Content writing or reporting
experience.
·
Web video production/editing skills.
·
Experience using Zoho or similar CRM
platforms.
Expected Hours of Work
This is a full-time position based at
our Lavington office. Minimum work hours are Monday through Friday, 8:30 a.m.
to 5:30 p.m.
Terms & Compensation
Competitive benefits and pay package
including health coverage, generous leave and a fun, supportive, and casual
office environment with regular happy hours, contests, and outings.
How to Apply
To apply for this position, please CLICK HERE to our online application
form.
Note: Sign in and fill in the form
using a Google Account.
The deadline to apply is 15 March
2019.
