Overview

French-speaking Technical Customer Support Associate

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.
COVID-19 Considerations

Due 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 Details

Angaza 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
team & mission you can believe in
Our Commitment to DEI

At 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.

MODE OF APPLICATION

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About Angaza

Angaza’s Pay-As-You-Go solution enables businesses to extend flexible solar payment plans to the billion individuals without access to grid electricity. Our platform allows manufacturers and distributors of off-grid energy products to expand their customer base and access data-driven market insights. Angaza’s partners can launch their Pay-As-You-Go program today without the investment of building and operating the necessary technology. Through a licensing model, Angaza offers a complete Pay-As-You-Go platform that redefines how off-grid energy products are purchased, financed, and monitored in emerging markets. This presents an opportunity for over one billion people to purchase solar products for less than they currently spend on inferior energy options like burning kerosene. Angaza’s Pay-As-You-Go technology is suitable for a variety of products ranging from 1/2-watt solar study lights to 200+ watt solar home systems, as well as electronic clean cookstoves, micro-grid meters, and solar water pumps. Angaza's Pay-As-You-Go technology is used by manufacturers and distributors in 15 countries across Sub-Saharan Africa, Asia, and Latin America. For more on Angaza, please visit www.angaza.com!