French-speaking Technical Customer Support Associate
Angaza, Kenya

About AngazaAngaza creates software that enables businesses to sell life-changing products, on credit, to low-income 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.
Over 2 billion people across the globe live off-grid or are unbanked. Connecting this population to power, productive-use appliances, and financial services represents a $400 Billion+ current market opportunity. Angaza’s B2B technology platform enables distribution businesses in emerging markets to grow their revenue by over 8x by extending their sales and credit offerings to this consumer base.
When a family in Tanzania (or Nicaragua, or Nigeria, or India) pays a weekly installment on their new home solar installation, their payment is processed by Angaza backend software. When a distributor monitors the repayment performance of their loan portfolio, they use an Angaza web application to do so. Our software is already used by businesses in 50+ countries around the world to improve the daily lives of over 5 million people.
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 team of two other Technical Customer Support agents who optimize Angaza’s after-sales service through end-to-end ticket management and detailed analysis of ticket trends. Angaza’s Support agents play a critical role in identifying ways that Angaza can promote the seamless adoption and use of the Angaza platform by our customers.
This is an entry-level position with the potential for significant career development within the Angaza Customer Experience organization. The role will be responsible for independently managing tickets raised by customers in both English and French, ensuring that the tickets are resolved and closed in a manner that upholds Angaza’s extremely high standards for customer service. The position will be based in Nairobi, Kenya with occasional international travel and reports to the Director of Customer Experience.Requirements

• BS/BA degree in an appropriate track for a software technical support role.
• Demonstrated track record to take on responsibility and initiate change proactively.
• Customer support experience preferred, but not required.
• Experience with customer support tools a plus; preferably Zendesk.
• 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.
• Comfort with technology and digital tools.
• Outstanding written and spoken language ability in English and French.
• Excellent attention to detail and ability to master customer interaction.
• Able to flex working hours to align with assigned shifts.

Responsibilities

• Be a first point of contact for tickets from our English speaking customers and the primary point of contact for tickets from our French speaking customers.
• 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 ConsiderationsDue to the global pandemic, Angaza has closed its offices in both Nairobi and San Francisco and the team is working remotely. 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. Our goal is to return to an in-office environment as soon as it is safe to do so.
Other DetailsAngaza is a for-profit company based 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 - t