Product Support Associate SafeBoda

We are looking for a strong Product Support Associate to work with our Product team in collaboration with some of our other departments to provide technical support and assistance and act as the bridge between engineering and customer support (drivers, passengers, etc.).

The ideal candidate must be passionate about technology, products, and amazing user experience and customer care. You must also demonstrate the ability to take initiative and do great work without constant supervision. Product management should be one of your passions. As a Product Support Engineer, you will be responsible for analyzing and resolving customer issues that require technical assistance while ensuring that all products shipped out to customers are clearly understood by our customer/ driver support team

Responsibilities:
• Deeply understand all our products to support our customer and driver-facing teams in their day-to-day interactions with SafeBoda product
• Investigate and properly document quality issues
• Resolve daily quality issues that require technical assistance
• Identify and share your knowledge of new tools that will help us improve product quality and innovate faster
• Documenting and updating product support processes for the customer/driver support team
• Liaise with global product and engineering team to implement required localization of the product (e.g. geofence, languages)
• Implement app configuration changes such as enabling features, setting configurations,
• Working with third party providers to ensure a high level of integration reliability and uptime.

You must have:
• Basic understanding of SQL & software engineering principles
• Basic knowledge of how [mobile] software applications work
• An attitude of accountability and knowledge-sharing
• Demonstrated ability to work independently
• Excellent communication skills
• Excellent customer attention
• English and local languages fluency
• [Bonus] Knowledge of software engineering terms such as RESTful APIs, Agile methodology, Scrum, and native mobile application development is a huge plus
• [Bonus] Knowledge of computer science is a big plus

Benefits
• Scale with a rapidly growing startup, with tons of opportunity for growth
• Contribute to our mission and work at our dynamic and fast-paced company in Africa
• Competitive salary based on experience
• Free SafeBoda transport
• Free lunch every day

Values
• Community – we started as a small community of Boda drivers, and we never forget this. We share lunch, and we care about our community of staff, drivers, entrepreneurs, and customers.
• Innovation – we challenge the status quo and believe that positive change is possible. We bring solutions that constantly require us to think out of the box.
• Transparency – We are open-minded in what we do. We have candor and share our experiences openly without fear of judgment. We love feedback on our product and our own personal performance so that we can improve every day.
• Safety – if we don’t care about safety ourselves, then how can we change our industry for the better?
• Trust – we expect customers to trust our drivers and entrepreneurs, so we need to trust one another in everything we do.
• Integrity – We hold ourselves to the highest standard and we are accountable for our actions. We deliver what we say we will deliver.
• Collective Commitment – teams and entrepreneurs are allowed to disagree while a decision is being made; however, everybody must commit to it once a decision has been made. “I agree and I commit, I disagree, and I commit”.