Customer Support Officer

Do you have experience in troubleshooting and solving urgent technical issues with great efficiency? Do you have a good eye for detail and know how to prioritize? Continue reading, this might be your next job!

The Company

Tiko (previously known as Triggerise) believes in a world where all youth have the power to choose where, when, and how they meet their sexual reproductive health needs. Our digital platform delivers scalable and verifiable sexual reproductive health services for young people in 5 main markets in Sub Saharan Africa - Kenya, Ethiopia, Uganda, South Africa and Burkina Faso. We work together with local communities and use nudges like reminders, discounts, and reward points to encourage our users to access and use sexual and reproductive health services. We also support our users in becoming micro-entrepreneurs and adding value to their economies.

Tiko has offices in South Africa, Kenya, Ethiopia, the Netherlands and Portugal. Globally, our team consists of 160 enthusiastic, international colleagues. Whether you are working from our biggest office in Nairobi, the fast-growing office in South Africa, or from home, our people are young and our culture is global and dynamic. Our work environment is fast-paced, informal, and friendly. You can learn more about what being part of Tiko is like here.

We will happily accept applicants currently based in South Africa.

The Job

As the Customer Support Officer (CSO), you will be providing first-line technical support to our field partners responsible to manage our Tiko Systems (Health Facilities, Retailers, Community Mobilisers). You will prioritize, analyze and resolve requests related to the platform, App and network connectivity issues. You will be involved in the onboarding and offboarding of actors in the platform and you will also manage risk by checking on the activities of users on the platform and taking appropriate action.

Your role will involve:

• Problem-solving: You respond to questions and problems from our partners, coming through a variety of channels. You assess the problems and solve them if you can or pass them on to the second-line of technical support. You then follow up with users to ensure full resolution of issues and customer satisfaction.

• Actor administration: You make sure all our Tiko System actors are properly onboarded onto the platform and that all documentation is in place and up to date.

• Platform improvements and aggregator management: You test and implement local improvements on the platform and you make sure we have an optimal relationship with the local network aggregators. You are responsible for managing the aggregator to ensure any system delays or challenges are quickly identified, fixed, and communicated to all operations and program staff.

• Risk management: You monitor activity on the platform and signal suspicious cases. In case an actor needs to be suspended, you follow our suspension procedures and make sure the actor is suspended and the suspension is well documented.

• Development: We expect you to actively participate in meetings and projects and you collaborate with your team members. We also expect you to continue to develop yourself and keep abreast of new developments.

• Other projects: You run, get involved with and help out colleagues on other projects as needed.

About You

The right person for the role will be an empathetic communicator, skilled in resolving issues and managing customer frustrations effectively. You are capable of logical and practical troubleshooting, with a keen eye for detail to ensure thorough resolution of tasks. You demonstrate strong organizational skills, excelling in managing multiple tasks simultaneously while maintaining efficiency and effectiveness.

• At least 4 years of experience working within an IT Support team.

• Proficiency in utilizing a range of technological tools and mobile applications, with a solid background in IT/computer systems.

• You are skilled in creating and maintaining knowledge base articles and user guides to facilitate customer understanding and self-service.

• Competency in utilizing productivity tools such as Google Suite, MS Office Suite with advanced Spreadsheet skills.

• Experienced in utilizing Helpdesk Ticketing Systems like Freshdesk to manage customer inquiries efficiently.

• Knowledge of CRM platforms such as Salesforce is advantageous.

• You have experience in Incident Management and effectively communicating incidents to stakeholders, ensuring customer satisfaction.

• Possession of IT Service Management (ITSM) or other relevant customer service certifications is a plus.

• You exhibit excellent verbal and written communication skills.

• You are currently currently based in South Africa (mandatory).

The Rewards

At Tiko we believe in being open, also when it comes to salaries. In South Africa, the monthly salary bracket for this position is R30,392 - R45,587 gross, plus benefits. We will offer you a salary in this bracket depending on your level of experience and how it relates to your future colleagues.

In addition to your monthly salary, we offer you:

• Great secondary benefits.

• A personal development budget.

• Unlimited holidays, if you can make it work with your team you’re good to go.

• Growth opportunities.

• A product to help shape as we grow, to leave your mark on how we do things.

• A vision that we trust that you will do your job without us having to invent unnecessary rules and regulations.

The Details

Interested? Click Apply for This Job! Want more information? Check out our website tikoafrica.org or contact our Global Recruiter. We only accept applications through the apply links, not by email.

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Tiko prioritizes integrity in our workplace and respects your privacy.

Tiko is committed to preventing any type of unwanted behaviour by its employees at work, including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct. This is why we will do reference and background screening checks on successful candidates before hiring. Tiko also participates in the Inter Agency Misconduct Disclosure Scheme . As part of this scheme, we will request information from your previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during your employment, or incidents under investigation when you left employment. By applying for this position, you confirm you have read and understood these recruitment procedures.

We value your privacy and understand the importance of safeguarding your personal data. We invite you to review our privacy notice for the recruitment process to understand how we collect, use, and protect your personal data during the recruitment process. Click here to view the document. By applying for this position, you acknowledge that you have read and understood our privacy notice.