Position Overview
Educate! is looking for a proactive and detail-oriented Tech Support Officer to serve as the first line of support for our growing suite of digital products, including our WhatsApp coaching bot, chat web applications, SMS, and USSD platforms. In this role, you will be the central point of contact for all user-reported issues, ensuring every concern is accurately triaged, coordinated with the right stakeholders, and driven through to resolution.
You will keep both youth participants and frontline staff informed throughout the process, helping maintain trust and confidence in our digital products. If you thrive in a fast-paced environment, enjoy problem-solving, and are passionate about delivering high-quality support that enables technology teams to focus on innovation, this role is for you.
What You'll Do
Cross Functional Collaboration
- Provide first-line support across digital channels: the WhatsApp coaching bot, chat webapps, SMS flows, and USSD entry points (once live).
- Respond to incidents and change requests in line with agreed SLAs. Keep users updated on resolution status throughout.
- Triage and resolve issues reported by youth (directly in-app once flagging ships, or via Business Advisors), or escalate to engineering with enough context for them to act without re-investigating.
- Assist youth and Business Advisors with usage guidance, feature explanations, and recovery from common issues (sign-in, lost chat history, missed nudges).
- Conduct follow-ups with youth and frontline teams after escalation to confirm the issue is resolved end-to-end, not just closed in the ticket.
- Maintain high levels of user satisfaction through clear communication and consistent service delivery.
- Ensure efficient resolution of youth and frontline team issues to minimise operational disruption.
- Adhere to operational guidelines to reduce losses from silent service failures, missed nudges, and undelivered messages.
- Work closely with the Product Owner (Tech) and engineering team to keep the support workflow current as the Product evolves.
- Provide assistance to Operations in maintaining vendor relationships and performance for tech vendors, including tracking of invoice accuracy and timely uploading.
- Conduct training and onboard new tech-team joiners to the support workflow, ticketing standards, and the incident response runbook.
- Any other roles as assigned to by the line manager.
Documentation and Triaging
- Document every interaction, issue, and resolution in Jira (the Tech board) using the agreed templates.
- Share logs, screenshots, and reproduction steps with engineers for technical troubleshooting.
- Conduct routine health checks across digital channels (WhatsApp message delivery, SMS routing, web app sign-in, USSD path) to identify and flag operational anomalies before users report them.
- Proactively flag recurring issues so the engineering team can address them at the root.
- Identify and act on potential risks within the support function (alert blind spots, single-points-of-failure, compliance drift, recurring fragility) and escalate appropriately.
- Author and maintain an up-to-date knowledge base of support processes, runbooks for the top recurring issues, and FAQs for Business Advisors and youth-facing teams.
Who You Are
Education
- Degree in any related business field.
Experience (Non-negotiable)
- Minimum of 1 or 2 years of experience in technical support.
- Demonstrated experience and some hands-on familiarity with ticketing systems (Jira, Linear, Zendesk, or similar).
- Experience supporting digital products that serve large user bases is an added advantage.
Key Skills
- Proficiency in support ticketing systems and basic data tooling.
- Strong time management and the ability to prioritise across competing urgent issues.
- Calm under pressure: Will be the first responder when something on production is on fire.
- Youth-first approach: Empathy and patience for the user, many of whom are first-time users of digital coaching.
- Excellent written and verbal communication: Will be writing ticket updates, BA replies, and youth-facing responses every day.
- Troubleshooting and problem-solving.
- Strong ticket discipline.
- Must have a strong sense of agility.
- Owns the operational work: Wants to do the discipline of triage and follow-up well.
- Fits our Five Culture Tenets.
