Customer Support Associate

Detailed Responsibilities

User support

Handle incoming support requests from Echo Mobile users. These requests are made via live in platform chat, email and phone during business hours.
Monitor and reach target average time to reply, average resolution time, and other key metrics that drive the Echo Mobile SLA.
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

Proactively bring customer insight and participate in Echo Mobile user-centered 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

Take a data driven approach to developing Echo Mobile support function and actively maintain and understand key data.
Contribute to ongoing Customer Success research and initiatives intended to improve customer retention and satisfaction.
Report to the Customer Experience Lead on customer support request traffic, trends and feedback.

Required Education and Experience

Education and qualifications

Bachelor’s Degree in Statistics, IT, or Business with a focus on tech
2 years of experience in customer support, ideally in a B2B tech context
Proficient with MS Excel/Google Sheets and MS PowerPoint/Google Slides

Desired Traits

Analytical mindset and a keen interest in how data can drive us to better decisions
An eye for user-friendly interfaces and a passion for web-based technology
A deep customer empathy and an interest in how users 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 the 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.
Prior experience in B2B SaaS user support
Content writing or reporting experience.
Web video production/editing skills.
Experience using Zoho or similar CRM platforms.

Why join Echo Mobile?

Responsibility and impact. Productivity, creativity, and collaboration are thoroughly rewarded. Your efforts have impact on our platform and our customers.
Personal development. We invest heavily in personal development: you will learn a lot when you join Echo, and you will learn fast. Employees have an annual training budget.
Friendly team. We’re a friendly and energetic team with away-days where we down tools and have fun.
Remote-first. Echo Mobile is a remote-first company: we’re all based around Nairobi but work from home, meeting up monthly.
Compensation and benefits. We pay a competitive salary and provide health insurance, lunch allowances and a home-office set-up stipend. Hours of work are flexible. A computer and monitor are provided.


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About Echo Mobile

Echo is a Nairobi-based firm that builds and deploys mobile-first communication, interaction, research and management information tools. We are a small team of dedicated engineers, user experience designers, M&E experts and project managers, and we love what we do. Through our unique combination of experience designing products for emerging markets, training organizations in the latest technologies, and collaborating on content creation, we empower organizations to make better, quicker decisions based on information instead of intuition. With Echo's support, our clients extend their reach, deepen their understanding, and widen their impact by engaging directly with the communities they care about.