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Tiko
Do you have experience in troubleshooting and solving urgent technical issues with great efficiency? Do you have a good eye for detail and know how to prioritize? Continue reading, this might be your next job!
About Tiko
Tiko inspires futures where girls and young women take charge of their sexual and reproductive choices, with the freedom to shape their lives. Founded in 2014, Tiko is an African nonprofit organization that enhances the potential and fosters the resilience of adolescent girls and young women (AGYW) in Sub-Saharan Africa by addressing the critical “Triple Threat”: unintended pregnancy, HIV, and sexual and gender-based violence (SGBV). Tiko has developed its own unique girl-centric technology platform to unite an ecosystem of existing, established partners to provide an environment enabling girls to choose when, where and how they meet their health and wellbeing needs. Leveraging this technology-enabled, community-driven approach, Tiko collaborates with local and national health systems to drive sustainable, transformative change. Tiko operates in seven countries including Kenya, Ethiopia, Uganda, Burkina Faso, South Africa, Zambia and Nigeria.
Tiko has offices in South Africa, Kenya, Ethiopia, the Netherlands and Portugal. Globally, our team consists of +240 enthusiastic, international colleagues. Whether you are working from our biggest office in Nairobi, the fast-growing office in South Africa, or from home, our people are young and our culture is global and dynamic. Our work environment is fast-paced, informal, and friendly. You can learn more about what being part of Tiko is like here.
We will happily accept applicants currently based in Nairobi, Kenya.
The Job
As the Customer Support Officer (CSO), you will be providing first-line technical support to our field partners responsible to manage our Tiko Systems (Health Facilities, Retailers, Community Mobilisers). You will prioritize, analyze and resolve requests related to the platform, App and network connectivity issues. You will be involved in the onboarding and offboarding of actors in the platform and you will also manage risk by checking on the activities of users on the platform and taking appropriate action.
Your role will involve:
Problem-solving
You respond to questions and problems from our partners, coming through a variety of channels. You assess the problems and solve them if you can or pass them on to the second-line of technical support. You then follow up with users to ensure full resolution of issues and customer satisfaction.
Actor administration
You make sure all our Tiko System actors are properly on-boarded onto the platform and that all documentation is in place and up to date.
Platform improvements and aggregator management
You test and implement local improvements on the platform and you make sure we have an optimal relationship with the local network aggregators. You are responsible for managing the aggregator to ensure any system delays or challenges are quickly identified, fixed and communicated to all operations and program staff.
Risk Management
You monitor activity on the platform and signal suspicious cases. In case an actor needs to be suspended, you follow our suspension procedures and make sure the actor is suspended and the suspension is well documented.
Development
We expect you to actively participate in meetings and projects and you collaborate with your team members. We also expect you to continue to develop yourself and keep abreast of new developments.
About You
The right person for the role will be an empathetic communicator, skilled in resolving issues and managing customer frustrations effectively. You are capable of logical and practical troubleshooting, with a keen eye for detail to ensure thorough resolution of tasks. You demonstrate strong organizational skills, excelling in managing multiple tasks simultaneously while maintaining efficiency and effectiveness.
Compensation & Benefits
The gross salary range per month for this position is Ksh149,161 - Ksh186,452. Your final salary will be determined based on your experience and alignment with your future colleagues.
In addition to your monthly salary, we offer you:
The Details
Interested? Click Apply for This Job! Want more information? Check out our website tikoafrica.org or contact our Global Recruiter. We only accept applications through the apply links, not by email.
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Tiko prioritizes integrity in our workplace and respects your privacy.
Tiko is committed to preventing any type of unwanted behaviour by its employees at work, including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct. This is why we will do reference and background screening checks on successful candidates before hiring. Tiko also participates in the Inter Agency Misconduct Disclosure Scheme. As part of this scheme, we will request information from your previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during your employment, or incidents under investigation when you left employment. By applying for this position, you confirm you have read and understood these recruitment procedures.
We value your privacy and understand the importance of safeguarding your personal data. We invite you to review our privacy notice for the recruitment process to understand how we collect, use, and protect your personal data during the recruitment process. Click here to view the document. By applying for this position, you acknowledge that you have read and understood our privacy notice.
