East Africa Technical Support Manager

We are searching for an experienced Technical Customer Support Manager to join our product team. This hands-on leader will oversee a team of support engineers to provide enterprise-level technical assistance to our customers and internal users across East Africa. Essential qualities for this role include obsessive attention to detail, effective written and oral communication across a variety of roles, and technical abilities to address reported issues directly. The Technical Customer Support Manager is the person ultimately in charge to make sure that technical issues are raised and resolved in a structured and timely manner to achieve the highest possible level of customer satisfaction as well as internal team efficiency.

Location: This role will be based out of our Nairobi headquarters.



The successful candidate will possess:
Extensive hands-on experience with technical support for web and mobile applications in an agile software environment
Experience in managing & mentoring teams of technical customer support staff
Track record of devising & implementing robust processes that prevent any technical issues/bugs from falling between the cracks
Ability to diagnose and troubleshoot technical issues
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
SQL database querying, web and/or mobile coding experience strongly preferred

Duties & Responsibilities:

Manage and further continue to grow a team of system support representatives across East Africa
Continually improve & implement tools and processes for issue tracking and resolution
Research and identify solutions to software and hardware issues by querying databases and other systems

Ask users targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Properly escalate unresolved issues to appropriate technical teams
Document technical knowledge in the form of knowledge bases and user manuals


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About Sokowatch

Sokowatch enables informal retailers to order products at anytime via SMS or mobile app, and receive free same-day delivery to their store. This makes it easier for shopkeepers to source goods and helps manufacturers ensure that their products are consistently available to consumers. Sokowatch's systems track real-time sales and orders across thousands of stores. Access to market trends and purchasing habits enables manufacturers to tailor their marketing strategies and allows Sokowatch to offer personalized promotions and business insights to individual retailers.