Head, Technical Support at Babban Gona Farmer Services Nigeria Limited

Babban Gona Agricultural Franchise is a financially sustainable, high impact and highly scalable social enterprise, which is part-owned by the farmers it serves. Babban Gona is an innovative model designed to serve the bottom of the pyramid and transform agriculture into a job-creation engine. Through this agricultural franchise, Babban Gona offers a suite of services to smallholder farmers, helping them to overcome the challenges of fragmentation and low economies of scale.

We are recruiting to fill the position below:

Job Title: Head, Technical Support

Location: Kaduna
Job Type: Full time

About the job

• We are seeking a Head, Technical Support to lead our technical support team and provide outstanding customer service to our farmers, vendors, and other stakeholders.
• The ideal candidate will have experience in managing technical support teams, working with agricultural technologies, and driving customer satisfaction.

Responsibilities

• Lead and manage the technical support team, including hiring, training, performance management, and career development.
• Provide technical support to farmers, vendors, and other stakeholders, ensuring timely and effective resolution of technical issues.
• Collaborate with product development teams to provide input on product features, design, and user experience based on customer feedback.
• Develop and maintain technical support processes and procedures, ensuring consistency and adherence to best practices.
• Develop and implement strategies to improve customer satisfaction, including measuring customer feedback and implementing continuous improvement initiatives.
• Work with cross-functional teams to identify and resolve technical issues, and escalate issues as necessary to senior management.
• Develop and maintain knowledge management systems and documentation, ensuring accurate and up-to-date information is available to customers and internal stakeholders.
• Monitor and report on technical support metrics and key performance indicators, and make recommendations for improvement.
• Develop and maintain a customer feedback program, including surveys and other feedback mechanisms, to ensure that customer needs are being met and to identify areas for improvement.
• Lead the development of training materials and programs for customers, including onboarding, product training, and ongoing support.
• Identify opportunities for process improvement and automation, and collaborate with cross-functional teams to implement changes.
• Head of Technical Support would be responsible for ensuring that technical support operations are efficient, effective, and aligned with the companys goals and objectives.

Requirements

• Bachelor's Degree in Agriculture, Computer Science, or related field; Masters degree preferred.
• At least 5 years of experience in managing technical support teams in a technology or agricultural environment.
• Experience in providing technical support for agricultural technologies, such as precision agriculture tools, soil sensors, or farm management software.
• Strong understanding of agricultural technologies, trends, and industry best practices.
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
• Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.
• Ability to manage multiple projects and priorities simultaneously, while maintaining a high level of attention to detail and quality.
• Ability to work effectively in a fast-paced, dynamic environment, and adapt quickly to changing priorities and requirements.
• Passion for driving customer satisfaction and delivering outstanding customer service.
• Experience providing L1 and L2 type support.
• Extensive experience leading a complex organization and passion for getting into details to identify root cause of issues and create innovative solutions.
• Deep leadership experience in a supply chain and logistics intensive organization that has leveraged a digital transformation strategy to accelerate rapid scale.

Application Closing Date
Not Specified.