Mara Group - A pan-African multi-sector business with extensive operating experience in both African and international markets. Mara's current investments and operations span technology, financial services, manufacturing, real estate and agriculture. The Group is currently active in 22 African countries and 24 countries world-wide.
Overview
Mara Online seeks to empower young people in Africa by providing a complementary suite of technology products tailored to their needs. One of these products is Mara Mentor, a Mara Foundation initiative that is a social network with a purpose - creating a social impact. Mara Foundation is Mara Group's social enterprise that focuses on supporting entrepreneurs through mentorship, funding and business training.
Mara Mentor is an online community that enables ambitious entrepreneurs to build their networks, access online training and receive advice from mentors. This is an exciting opportunity to lead the customer and technical support functions for Mara Mentor in Southern Africa. The Technical Support will join a new team driving the development of the support functions for Mara Mentor. Working closely with the Senior Interaction Designer and Product Team the Technical Support will be responsible for coordinating customer support, resolving issues quickly, reporting to product team, product testing and consolidating user feedback.
We are currently recruiting qualified candidates for the position of:
Job Title: Technical Support, Mara Mentor
Location: Lagos
Responsibilities
- Grow to become a subject matter expect for Mara Mentor Web and App.
- Assist customers to resolve issues through electronic tools and standard reporting features.
- Analyse customer problem & service requests and resolving them within agreed service levels.
- Use troubleshooting/debugging techniques and tools to analyse technical product problems.
- Answer product related queries and provide proactive support to customers by guiding them through technical best practices.
- Identify potential product defects and create test cases to reproduce the issues, escalate to development Proactively and re-actively look for solutions to prevent problems from occurring in product.
- Conduct regular product testing as new versions of the web and app are released.
- Gather and collate user feedback, summarizing key ideas for product team.
- Help to develop Mara Mentor's support features, including “how-to” guides and FAQs.
- Build and maintain strong relationship up to senior management level.
Qualifications and Experience
- 2-5 years experience in a customer support role, ideally in a technical area
- Bachelor's degree (technical field preferred)
- Demonstrable experience conducting technical support for Web and Mobile Apps
- Experience developing user research findings into recommendations for product changes
- Excellent written and verbal communication skills
- Organized, self-directed, efficient and able to manage multiple projects in a timely manner
- Commitment to Mara Foundation's aims, objectives and principles.
Application Closing Date
Not Stated.
Method of Application
Interested and qualified candidates should apply by emailing a CV and a covering letter to:
[email protected] Please specify the job title in the email subject.
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Note: Only successful applicants will be contacted. The candidate should be available to start ASAP.