About Reloadly
Reloadly powers the future of cross-border digital mobile payments to emerging markets. Enabling the transfer of airtime and digital goods to be embedded into web, desktop, and mobile software apps with our Cloud APIs and developer tools.
As is often the case with game-changing companies, Reloadly was born out of frustration. The co-founders Michel Francis and Emmanuel Piard created the platform after actually having dealt with many traditional airtime companies for more than 10 years and seeing an opportunity to improve cumbersome mobile airtime transfer experience not just for businesses, but also for web developers and customers.
Founded in 2018, Reloadly is backed by investors including Telefonica (Wayra), The Venture City, Nero Ventures, Lanzame Capital and DraperB1, Faraday, SeedX.
About the Job
Reloadly is a tech startup, on a mission to modernize and simplify the overcomplicated space of mobile airtime through our world-class APIs and technology.
We are currently seeking a Technical Support Engineer based in Kenia/Nigeria with experience supporting a global company.
A career with Reloadly provides invaluable experience in an exciting and rapidly expanding market and an opportunity to be part of a global company with customers worldwide and a workforce that includes of different nationalities.
This role will report to the Head of Customer Success.
The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues.
You will support the customer with demos, onboarding and by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environments will also make you an ideal candidate.
Perform demos, training and onboarding calls with clients
Manage and address electronic tickets efficiently via intercom and Jira
Communicate with the customer in an engaging and timely manner, troubleshoot and solve their issues with 5 star support. Provide timely updates and resolution according to our SLA
Resolve product or service issues by investigating the root cause of the problem
Keep our customers happy and engaged with our product
Monitor and troubleshoot system alerts, escalate critical issues, and follow up with various parties through service restoration.
Dig deep in logs, proactively monitor and take action before affecting live traffic
Identify recurring errors and proactively collaborate with Product and Engineering team to improve our product and customer requests.
Participate in on duty rotation during weekends and public holidays when required.
Minimum diploma degree in Information Technology, Computer Science or equivalent
2+ years' of technical support experience
Customer service oriented
Strong written, verbal, troubleshooting and analytical skills
Excellent interpersonal skills
You must be a people person and continuously aim to keep customers happy
Ability to work effectively under pressure, prioritize tasks and follow processes
Demonstrate motivation to learn new skills and technologies
Good understanding of web services, API, Postman and IP based protocols.
Proficient in MS Office applications (Word, Excel). Advanced proficiency in Excel is an advantage
Languages: English. Additional languages will be an advantage
