Product Support Associate Job – SafeBoda

Job Title:   Product Support Associate

Organisation: SafeBoda

Duty Station:  Kampala, Uganda

About US:

Motorcycle taxis are immensely popular and serve as the lifeblood of many cities in Africa, but they are extremely unsafe and disorganized. At the click of a button, SafeBoda provides a safe, more convenient, mobile-first transportation platform for Africa’s booming young population. On the high-frequency use of our transportation service, SafeBoda is providing value to consumers, our drivers, and passengers, with additional financial services, payments, and other on-demand services such as food and grocery delivery to keep Africa moving forward.

Job Summary:  We are looking for a strong Product Support Associate to work with our Product team in collaboration with some of our other departments to provide technical support and assistance and act as the bridge between engineering and customer support (drivers, passengers, etc.).

The ideal candidate must be passionate about technology, products, and amazing user experience and customer care. You must also demonstrate the ability to take initiative and do great work without constant supervision. Product management should be one of your passions. As a Product Support Engineer, you will be responsible for analyzing and resolving customer issues that require technical assistance while ensuring that all products shipped out to customers are clearly understood by our customer/ driver support team

Key Duties and Responsibilities:

• Deeply understand all our products to support our customer and driver-facing teams in their day-to-day interactions with SafeBoda product
• Investigate and properly document quality issues
• Resolve daily quality issues that require technical assistance
• Identify and share your knowledge of new tools that will help us improve product quality and innovate faster
• Documenting and updating product support processes for the customer/driver support team
• Liaise with global product and engineering team to implement required localization of the product (e.g. geofence, languages)
• Implement app configuration changes such as enabling features, setting configurations,
• Working with third party providers to ensure a high level of integration reliability and uptime.

Qualifications, Skills and Experience:

• Basic understanding of SQL & software engineering principles
• Basic knowledge of how [mobile] software applications work
• An attitude of accountability and knowledge-sharing
• Demonstrated ability to work independently
• Excellent communication skills
• Excellent customer attention
• English and local languages fluency
• [Bonus] Knowledge of software engineering terms such as RESTful APIs, Agile methodology, Scrum, and native mobile application development is a huge plus
• [Bonus] Knowledge of computer science is a big plus

Benefits

• Scale with a rapidly growing startup, with tons of opportunity for growth
• Contribute to our mission and work at our dynamic and fast-paced company in Africa
• Competitive salary based on experience
• Free SafeBoda transport
• Free lunch every day

NB: The need for this role is urgent, and we’d like the right candidate.

How to Apply:

All candidates should send their CVs via Email  to recruitment@safeboda.com  stating why you would like to be a Product Support Engineer

Deadline: 4^th August 2023