Soko is seeking a Technical Support Intern to join our growing development team. The ideal candidate will serve as a resource and local primary point of contact for user-related issues and requests for IT services and support and will provide high-quality end-user services to all employees and customers, while also delivering an excellent customer service experience.
Who we are:
Soko aspires to transform the status quo of how trade is conducted with emerging markets, to create a more ethical supply chain. Soko is a catalyst for Global Supply Chain innovation, leveraging our proprietary ERP and mobile enterprise solutions in a distributed network of SME producers for a more ethical and agile production model. We employ over 2200 artisans around Nairobi and over East Africa in a ‘Virtual Factory’ model that utilizes technology to enhance human productivity for greater reward. Our commitment to ethical production has led to a growing demand for our products from companies such as Nordstrom, Edun, Goop and QVC, hundreds of boutiques, and thousands of online consumers. More information about Soko can be found on our website www.shopsoko.com.
The engineering team at Soko is composed of innovative developers who focus on developing cutting-edge value chain system. Our engineers enjoy building new technologies in a fast-paced environment.
Who you are:
As an ideal candidate, you are someone who enjoys working with people to solve technical user-related issues. If you are passionate about providing quality service and putting your best foot forward to actualize our company vision, then we’d like to meet you.
Develop and maintain technical documentation associated with troubleshooting user hardware and software issues.
Continue to own resolution of an issue until it's completed to the satisfaction of the user.
Develop and maintain solid working relationships with all impacted users within the areas that they support.
Generate reports as and when required by the business managers.
Proactively Identifying, researching, report and resolving technical problems
Develop and document user requirements from end-user input for new and existing systems, business processes, and applications.
Develop training documents and undertake user training
Coordinate and manage user acceptance tests.
Issue detection: Proactive Monitoring of all services using provided interfaces or any other channel and Ensuring all detected issues are logged and tracked
Communication: Ensuring frequent and proactive communication that is relevant, clear, accurate and timely.
Issue recording and tracking: Ensuring all issues are logged accurately with all details
Issue Diagnosis: Perform initial troubleshooting of tickets and Ensure that accurate troubleshooting is done for all tickets handled. Ensure that troubleshooting steps are recorded.
Issue resolution: Ensure that all issues handled are resolved
Issue reporting: provide weekly and monthly reports of the issues reported.
Escalation: Ensure that issues are escalated as per the SLA, using provided tools and escalation matrices
Installing software and training and onboarding users
Providing software support in person, via telephone and internet
Assisting in the diagnosis of computer hardware, network, and software problems and providing solutions
BSc degree in IT or a related industry.
Must have an understanding of Microsoft Windows, Linux, AWS and web/desktop applications
Knowledge of defects, change requests, enhancements
Knowledge in SQL queries
Experience with technical writing/requirements gathering experience.
problem-solving and analytical skills.
Excellent verbal and written communication skills
Be a team player who is willing to take on responsibilities
Be a fast learner who is able to hit the ground running
Flexible, forward-thinking, and responsible
A great fit for Soko is someone who is: Passionate; Innovates and Inspires; Takes ownership; Team player; Loves what they do!
What you will get:
An incredible learning experience working with a global team as part of a mission-driven organization, directly working with the Technology team who are dedicated to providing you with real hands-on experience (no photocopies!) in a start-up and social enterprise.
We will also treat you to the following:
A small stipend will be provided to cover your basic expenses.
Access to personal and professional learning resources and talent