Customer Support Officer

Tech · Porto, Portugal
Department Tech
Employment Type Full-Time
Minimum Experience Entry-level

Do you have experience in troubleshooting and solving urgent technical issues with great efficiency? Do you have a good eye for detail and know how to prioritise? Continue reading, this might be your next job!

The Company
We are a fast-growing non-profit social enterprise with offices in the Netherlands, Portugal, South Africa,  India, Kenya, and Ethiopia. Triggerise builds digital platforms that motivate users - primarily young women and adolescent girls - to make positive choices. We work together with local communities and use nudges like reminders, discounts and reward points to encourage our users to access and use health products and services. We also support our users in becoming entrepreneurs and adding value to their economies.


All of our Triggerise offices are comfortable, open spaces filled with enthusiastic, international colleagues. Whether you are working from our biggest office in Nairobi, the fast-growing office in Addis, or from home, our people are young and our culture is global and dynamic. Our work environment is fast-paced, informal, and friendly. 

Our current Configuration team is based in Porto, but this role can be done from any of our offices. You need to be in time zone UTC or UTC+1 though, as we need you to be able to service multiple countries across the world. 


The Job

As a Customer Support Officer, you will be acting as the bridge between the various actors in our ecosystem. Your main task is to provide timely support to the users of our tech platform when they have pressing issues. You also work closely with our field and tech support teams to understand risk areas and contribute to improving our system. 


Your responsibilities are:

  • Problem solving: responding to questions and problems from our users. Assess the problems, solve them or escalate them on to Application Support. 
  • Actor administration: making sure all our actors are properly enrolled on the system and that all documentation is in place and up to date. 
  • Platform improvements and aggregator management: testing and implementing local improvements on the platform, managing the local aggregators. You keep optimal relationships with them to ensure you can quickly identify, fix and communicate challenges to all operations and programme colleagues. 
  • Risk management: monitoring activity on the platform and signalling suspicious cases. Follow suspension procedures.


About You

The right person for the role will be naturally tech-savvy and have an affinity for tech platforms. You take a proactive approach to problem-solving and have a logical way of thinking. You are a clear and thorough communicator, as well as a team player. You are naturally keen to help people and have the ability to interact with various people of all levels, across cross-cultural settings.


Requirements

  • At least one year's experience in a relevant role and/or field
  • IT/Computer background
  • Ability to embrace technology and use a variety of tools and apps
  • Fluent in English
  • Fluent in French is a plus
  • Experience with Excel is a plus

 

The Rewards

In return for your hard work and dedication, we offer you:

  • A competitive salary and good secondary benefits 
  • A personal development budget
  • Unlimited holidays, if you can make it work with your team you’re good to go
  • Growth opportunities
  • A product to help shape as we grow, to leave your mark on how we do things
  • A vision that we trust that you will do your job without us having to invent unnecessary rules and regulations.

 

The Details

Interested? Click Apply for This Job! Want more information? Check out our website triggerise.org or contact our Global Recruiter. We only accept applications through the apply links, not by email.

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  • Location
    Porto, Portugal
  • Department
    Tech
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level