Technical Customer Support Intern

Angaza is a B2B, venture-backed company that is solving global energy poverty by enabling the financing of solar solutions for off-grid consumers. To do so, we develop a mix of hardware and software for some of the most demanding and dynamic markets in the world. Angaza is a for-profit company – based in California and Nairobi – that aims market forces at the linked challenges of climate change and global development.

Role Objective

You will join our Nairobi-based Customer Support team to help further our goal of providing impeccable first-line support to Angaza’s customers via promptly and thoroughly responding to tickets and phone calls. 

Role Summary

During your internship, you will work with our Customer Support team to provide expert support for all aspects of our B2B Pay-As-You-Go software platform. Your mandate will be to rapidly and courteously respond to customer inquiries and tickets to make sure they have a delightful support experience. You will be monitoring customer responses and ensuring that you are resolving all questions and concerns accurately and speedily, and consulting other subject matter experts within the Angaza team when necessary. This internship presents a unique opportunity to help maintain a world-class customer experience for our rapidly growing, global customer base. The role is based in Nairobi and reports to the Director of East Africa Operations.

Your responsibilities would include, but are not limited to, the following:

  • Becoming an expert in all aspects of Angaza’s platform functionality
  • Providing front-line technical support by answering questions about product behavior
  • Managing Angaza’s external and internal ticketing systems
  • Supporting the development and refinement of product training materials
  • Lead in-house technical testing for new country SMS’s
  • Establishing internal KPIs that measure effectiveness in rapid and accurate resolution of customer support requests

Required Skills, Attributes, Experience

Skills

  • Demonstrated experience implementing a customer support process
  • Excellent attention to detail
  • Demonstrated excellent written and oral communication skills
  • Intellectual curiosity and a love for  technology
  • Empathy, motivation, and tenacity
  • Enjoy serving customers by understanding their concerns and resolving their questions efficiently
  • Have a proven track record of exceeding expectations
  • Know when to work independently and when to be collaborative
  • Exemplify Angaza’s key values: impact-driven, empathetic, courageous, trustworthy, curious, and collaborative

Experience

  • 6 months (post-university) experience in customer support or any other customer-facing role e.g. help desk
  • Start-up experience in a tech company strongly preferred
  • Exposure to customer service software and a support ticketing system
  • Degree qualified i.e. Bachelor's degree or similar; (engineering background would be an added advantage)
  • Demonstrated excellence in English, writing and typing (these will be tested)
  • Excellent interpersonal skills
  • Excellent attention to detail
  • Ability to multi-task, prioritize, and manage time effectively
  • Highly-motivated, self-starting, and independent
  • Fluent in English
Angaza Kenya Limited
https://www.angaza.com/careers/
Nairobi, KE