Software Support Associate

Application Deadline: 22 February 2019

How to apply: Email shamim@staffableafrica.com with your CV/resume and brief summary or e-mail introducing yourself with the subject line: Software Support Associate

Location: Kampala, Uganda

Start Date: As Soon As Possible

About the Company

Fenix International is a next-generation energy company.  Their mission is to transform their customers’ quality of life through disruptive innovation in energy and financial services. Fenix’ flagship product, ReadyPay Solar, is an expandable, lease-to-own solar home system financed through affordable installments starting under $0.19 per day. Fenix uses real-time transaction data to create a unique credit score to finance power upgrades and other life-changing loans and open a wider world of energy and financing for their customers.

To date, Fenix has sold over 300,000 ReadyPay Power systems in Uganda and Zambia, bringing clean, reliable power for lights, phones, radios, TV and much more to over one million people.  In 2017, Fenix announced that it was joining forces with ENGIE, one of the world's largest energy companies and a leader in the move to renewable, decentralised and digital energy.  ENGIE will make significant commercial investments in Fenix to accelerate the path to its mission. Fenix will operate as a distinct and autonomous company within the ENGIE group in order to retain our unrelenting focus on innovation, smart iterative design, strong team culture and exceptional customer experience. Together, Fenix and ENGIE plan to bring life-changing energy and financial services to tens of millions of off-grid customers and to make universal access to modern energy a reality across Africa.

Job Summary & Key Responsibilities

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. Fenix’ 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 daily, 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

Compensation & Benefits

Fenix offers a competitive salary and a fun work environment. They recognize the value of diversity in their workforce and encourage all qualified candidates to apply.