Junior Customer Support and Analyst
ECOM Agroindustrial Corp. Ltd.
La-Dade-Kotopon Municipal District, Greater Accra Region, Ghana · 全职
抢先申请
- 经验
- 3年以上
- 薪水
- —
- 职位空缺
- 1
- 发布
- 3周前
- 工作模式
- 在办公室
- 学历
- Degree in IT or related field
- 合格
- Individuals with a degree in IT or a related field and at least three years of experience in end-user support are encouraged to apply. Candidates with experience in user training, documentation, and familiarity with ITIL, Azure/DevOps, Excel, and ServiceNow will be preferred. Knowledge of additiona…
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职位描述
About ECOM Trading
Join ECOM Trading as a Junior Customer Support & Analyst in our First Mile team in Accra, Ghana. ECOM is a global organization dedicated to building transparent, traceable, and sustainable supply chains that empower farming communities worldwide. Our innovative First Mile initiative utilizes digital tools and smart data systems to enhance efficiency, compliance, and impact at the origin level. This role offers a unique opportunity to contribute to innovation, sustainability, and global collaboration.
About The Role
The Junior Customer Support & Analyst will be responsible for providing first-level support, training, and documentation to internal users across the Africa Region who utilize the First Mile digital tools. This role involves addressing user feedback and ensuring smooth operation of the digital tools.
Primary Duties And Responsibilities
- Deliver training sessions, demonstrations, and necessary retraining to end-users.
- Offer comprehensive support to customers actively using the digital tools.
- Manage and resolve L0 (Customer Support) tickets within agreed Service Level Agreements (SLAs), while also tracking L1, L2, and L3 tickets.
- Generate weekly and monthly reports based on data from the ticketing system.
- Investigate user-reported issues, supported by relevant documentation.
- Facilitate and lead bi-weekly follow-up calls with end-users from various countries.
- Provide users with updates and feedback regarding the status and performance of the digital tools.
Additional Information
The ideal candidate will possess a degree in IT or a related discipline, coupled with a minimum of three years of experience in end-user support. Essential skills include strong communication and problem-solving abilities, along with familiarity with ITIL, Azure/DevOps, and advanced Excel proficiency. Prior experience in user training, creating documentation, and utilizing tools such as ServiceNow is advantageous. Proficiency in additional languages, like French, would also be considered a plus.