Educate!
Social Enterprise
TechSupportOfficer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Tech Support Officer at Educate!. Skills: Technical support, User satisfaction. Provide first-line support. Respond to incidents”
What You'll Achieve.
Minimise operational disruption; Reduce losses from silent service failures; Reduce losses from missed nudges; Reduce losses from undelivered messages
Industry & Context.
Problem-solving
Certificate of Good Conduct
What They're Looking For.
Must Have
1 or 2 years of technical support experience
Nice to Have
Degree in any related business field
What You'll Do.
Provide first-line support
Respond to change requests
Triage issues reported by youth
Escalate issues to engineering
Assist youth with usage guidance
Assist youth with feature explanations
Assist youth with recovery from common issues
Conduct follow-ups with youth
Conduct follow-ups with frontline teams
Maintain high user satisfaction
Ensure efficient resolution of issues
Adhere to operational guidelines
Work closely with Product Owner
Work closely with engineering team
Provide assistance to Operations
Maintain vendor relationships
Track invoice accuracy
Onboard new tech-team joiners
Document every interaction
Document every resolution
Share logs with engineers
Share screenshots with engineers
Share reproduction steps with engineers
Conduct routine health checks
Identify operational anomalies
Flag operational anomalies
Proactively flag recurring issues
Identify potential risks
Act on potential risks
Escalate risks appropriately
Author knowledge base
Maintain knowledge base
How You'll Work.
Team & Collaboration
Cross Functional Collaboration; Work with Product Owner; Work with engineering team
Communication Scope
Clear communication
Process & Methodology
Incident response
Full Job Description
Who We Are! 🌍 Africa has the world’s youngest and fastest-growing population. By 2035, the continent is poised to contribute more young people to the global workforce each year than the rest of the world combined. At Educate! we're obsessed with impact. We leverage iterative learning to build highly scalable youth employment solutions aimed at unlocking the potential of the world’s youngest continent. Educate! prepares youth in Africa to learn, earn and thrive in today’s economy by: Introducing an employment-focused school subject into secondary and Delivering livelihood boot camps for out-of-school youth, with a focus on marginalized rural girls and young women. To date, more than 500,000 youth have been meaningfully impacted across Uganda, Rwanda, Kenya, and Tanzania, and along the way, Educate! has become the largest youth employment and skills provider in East Africa. Educate! is a team of over 300 largely African staff and 300 volunteer youth mentors. We prioritize building an engaging, fulfilling and growth oriented work environment. 50% of our top 30 leaders have been with us for over 5 years, 10+ alumni have started their own organizations, and 6 current or former team members were Acumen Fund East Africa fellows. We have been backed by top foundations such as Imaginable Futures, Livelihood Impact Fund, Jack Dorsey’s #startsmall, CIFF and Echidna Giving. Educate! won a 2018 Klaus J. Jacobs Prize and a 2015 WISE Award, and has been highlighted by the World Bank’s S4YE's Impact Portfolio, an Al Jazeera documentary, BBC, The Brookings Institution as one of 14 case studies on scaling education, and the Gates Foundation as a Goalkeepers Accelerator. In 2022, we received a catalytic investment from philanthropist Mackenzie Scott to scale our systems change work. Educate!'s long-term vision is to design solutions that measurably impact millions of youth across Africa each year. Good to note: To Our Awesome Applicants! 🚀💫 We know that incredible candidates someti
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