Software Support Associate (French speaking)

Location: Kololo, Kampala, Uganda

Department: Software Engineering

Type: Full Time

Min. Experience: Entry Level

About Fenix

Fenix International is a technology company whose mission is to bring modern energy and financial services to the 600 million people in sub-saharan Africa living without access to electricity. Our flagship product, ReadyPay Solar, is an expandable, lease-to-own solar home system financed through affordable installments from just $0.19 per day. We use real-time transaction data to create a next-generation credit score to finance power upgrades and other life-changing loans, unlocking modern financial services for our customers. To date, Fenix has sold over 300,000 Solar Home Systems in Uganda, Zambia Cote d'Ivoire and Benin, bringing clean, reliable power for lights, phones, radios, TV and much more to over 1,500,000 people.

In early 2018, Fenix joined forces with ENGIE, one of the world's largest energy companies and a leader in the move to renewable, decentralised and digital energy. This has allowed Fenix to make significant commercial investments to accelerate the path to our mission, via new markets and innovative products. Together, Fenix and ENGIE are making universal access to modern energy a reality. We are offering you a unique opportunity to join this fascinating journey and to contribute bringing state-of-the art energy solutions to new markets all over Africa.

 

Job Description

Fenix International is looking for a competent and personable technical support associate to offer first line of support to Fenix users of all Fenix built software. Our software systems include a web based ERP/CRM application, android application and web based customer support application with softphone integration. You should be approachable and solution driven, leveraging external tools where necessary to bring additional efficiencies to the support process. You will be communicating with new users, legacy users and engineers on a daily basis, matching your communication style to your audience is crucial.

This position offers a great opportunity to work alongside an elite team of engineers and business professionals and directly contribute to the success of a fast-moving African based company with great potential for social and environmental impact. Candidates must enjoy working in a startup environment, and ideally have a passion for renewable energy and sustainable development in Frontier Markets.

 

Key Responsibilities

  • Own support for key software applications for West African markets
  • Be the first point of contact for the software team in your assigned markets for your assigned applications
  • Respond to all queries within times defined in internal SLA
  • Write MySql queries to quantify impact of reported issues
  • Help prioritise feedback and feature requests to software product managers
  • Work with support team to resolve all issues according to SLA guidelines
  • Give exceptional customer experience with a friendly and helpful manner

 

Essential Skills

  • English/French speaker
  • Attention to detail
  • Familiarity with MySQL & data analysis tools
  • Comfortable with new technologies
  • Approachable working style & strong written/verbal communication
  • Experience in a customer service role
  • A passion for software and customer experience
  • Able to cover shifts during weekends

 

Desired Skills

  • Experience giving front line technical support
  • Some basic scripting experience
  • Experience building KPI dashboards and performance monitoring
  • Experience with Tableau
  • Good writing skills for creating comprehensive documentation
  • Experience with Google Analytics
  • Portuguese speaker

 

To Apply

Please submit your resume and cover letter through the job posting at fenixintl.com/careers

Fenix offers a competitive salary and a fun work environment. We recognize the value of diversity in our workforce, and encourage all qualified candidates to apply. We thank all candidates who choose to apply, however, only those selected for a further interview will be contacted.

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