Educate!

Social Enterprise

TechSupportOfficer

$1300–2100k ~AI est. Nairobi, Nairobi, Kenya
Market Sentiment
HIGH DEMAND

Neural analysis suggests this role is
optimal for Mid+ candidates.

The Brief

“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.

Social Enterprise
Problems you'll solve

Problem-solving

Eligibility Requirements

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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