JOIN THE FIGHT AGAINST ENERGY POVERTY!

Overview:

At Bboxx, we are transforming lives globally through providing access to clean energy and services, to families and businesses across Africa. Have a look online at what we are doing, to connect families and communities with electricity and cooking services. You could be part of this amazing story!

Our African Head Offices are a lively, and friendly place to work, and you’ll be interacting with a great international team of professionals, who are passionate about ending energy poverty.

Title: Pulse Support Officer

Reports to: Pulse Support Lead

Location: Kigali, Rwanda

Role brief:

Bboxx Pulse software stack is a comprehensive management platform that enables the growth of next generation, global utility businesses (NGUs) in developing countries by managing scale as customers, products and employees are dispersed across remote locations. Unlike other pay-as-you-go platforms, Pulse is a fully integrated solution with IoT, ERP, and CRM systems covering the management of devices, customers, and back-office functions. Pulse also enables the collection and analysis of data with over one billion data points obtained every day from remotely connected devices in a dozen of our markets in Africa and Asia.

What you will be doing:

• Dealing with a range of customers around the world to help them resolve IT related issues.
• Developing processes, tools, and documentation to improve the customer experience.
• Troubleshooting issues and working with the development team in London to resolve these.
• Identifying emerging trends of technical issues and managing the mitigation of these
• Prioritise and categorise issues efficiently according to its severity level.
• Responding to all incoming issues within company SLAs always keeping them up-to-date
• Supporting BBOXX software platforms

What we are looking for:

• Understanding of software systems including Microsoft and Active Directory
• Technical communication skills and great customer service
• Basic software development skills for automating common support requests or processes
• Ability to work independently and be able to use own initiative in problem-solving
• Experience working with a helpdesk or ticketing system
• Fluent in French (both written and speaking)
• [Bonus] Experience working with global teams
• [Bonus] Experience working with ERP systems
• [Bonus] Experience working with Linux systems
• [Bonus] Experience working in hardware and networking support