Job Description

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.

Role

Angaza’s Technical Customer Support Team is the face of Angaza to our customers and is responsible for orchestrating a superior customer experience. This position joins a Technical Customer Support team which optimizes Angaza’s after-sales service through end-to-end ticket management and detailed analysis of ticket trends. The Technical Customer Support Associate will play a critical role in identifying ways that Angaza can promote the seamless adoption and use of the Angaza offering.

This is an entry-level position with the potential for significant career development. The role will be responsible for independently managing inbound tickets and escalations through our Angaza Customer Care, in both English and Kiswahili. A key responsibility is to ensure that the tickets are resolved and closed in a manner that upholds Angaza’s extremely high standards for customer service.

The position is based in Nairobi, Kenya and reports to the Director of customer Experience.

Requirements

•  BS/BA degree in an appropriate track for a technical support role


•  Demonstrated track record to take on responsibility and initiate change proactively


•  Customer support experience preferred, but not required


•  Experience with Contact Center ticketing tools (e.g. Zendesk, Ameyo, etc.) and CRMs a plus


•  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


•  Ability to employ diplomacy, patience and tact in customer interactions and respect customer confidentiality


•  Comfort with technology and digital tools


•  Outstanding written and spoken language ability in English and Kiswahili


•  Excellent attention to detail and ability to master customer interaction


•  Able to flex working hours to align with assigned shifts


•  Experience in the B2C environment will be an added advantage