Partner Support Analyst

Partner Support Analyst

We seek a self-motivated and energetic Partner Support Analyst. They will work with the Head of Partner Support, and other Analysts to assign general back-office customer calls & technical issues reported by our partners and to ensure that support calls and help desk tickets are dealt with promptly and appropriately. Further to this, they will participate in the continuous learning of the organization through documenting novel issues and appropriate steps for their resolution.

The Partner Support Analyst should have experience in Telco/ICT customer support environments. They will be required to provide valuable input into the improvement of services through network & service monitoring and to proactively problem-solve to avoid similar issues re-occurring by applying best-practice when resolving customer issues. They will work closely with the team of current Partner Support Analysts in customer-query management and issue resolution.

You might be a good fit if you are/have:

• Self-starter with natural curiosity for constant of customer service improvement
• Fluent in English (written and oral) and French
• Ability to multitask in an environment with shifting priorities
• Ability to work autonomously in a highly demanding environment
• The ability to 'read' a customer's emotional state, social graces, communication, and friendliness remain important
• Experience administering Zendesk (Enterprise tier, a plus)
• Working Knowledge of Zendesk channels including Support, Guide, Talk, Chat & Explore
• Strong understanding of Zendesk SLA functionality and reporting
• Experience writing scalable business rules and automations
• Experience with Customer Support team processes
• Able to work on the 24/7 rotation service.
• Solution oriented with solid problem-solving ability
• Willingness to perform at a level that exceeds expectation
• Ability to undertake their role with the highest level of integrity

Duties and Responsibilities:

• Responding to calls and tickets logged through the Onafriq ticketing system
• Consulting system logs to investigate issues described in tickets
• Liaising between Partner Support Analysts, Team Leader, and Head of Partner Support to resolve issues and provide excellent service to partners
• Documenting issue resolution to contribute to department reference and training materials

The ideal candidate will have the following qualifications and experience:

• Diploma/Bachelor's degree in a relevant field
• Certification in customer care-related courses is an advantage
• Previous experience on the use of various service desk tools
• Advanced technical help-desk experience, with network monitoring tools and methodologies advantageous
• 1 – 3 years of experience in customer support role, tickets management

Why work for us:

• We work at the very cutting edge of fintech in Africa.
• We solve relevant problems for Africa and the world in hope of continuing to make an impact on the millions, if not billions, of users who also believe in what we do.
• We have a very diverse work environment with over 28 nationalities represented and continually strive to build a culture of caring and execution.
• We operate a flexible working and unlimited leave policy.

Working Hours: Your normal hours of work are between Monday to Sunday, with a one-hour lunch break, as per the shifts detailed below. Your manager will assign shifts as per the monthly roster if applicable:

• Day Shift: 08h00 to 17h00
• Night Shift: 18h00 to 03h00
• Late Shift: 22h00 to 07h00