Technical Support Engineer

at Fenix International
Location Kampala, Uganda
Date Posted March 27, 2020
Category Engineering
IT / Information Technology
Job Type Full-time
Currency UGX

Description

About Fenix

Fenix International is a next-generation energy and technology company. Our mission is to improve the quality of life of our customers through inclusive energy and financial services. Our flagship product, Fenix Power, is an expandable, pay-go solar home system financed through affordable installments from just $0.14 per day. We use real-time transaction data to create a next-generation credit score to finance power upgrades and other life-changing loans, unlocking modern financial services for our customers. To date, Fenix has sold over 600,000 Solar Home Systems in Uganda, Zambia, Cote d'Ivoire, Benin, Nigeria and Mozambique, bringing clean, reliable power for lights, phones, radios, TV and much more to over 3 million people.

In early 2018, Fenix joined forces with ENGIE, one of the world's largest energy companies and a leader in the move to renewable, decentralised and digital energy. This has allowed Fenix to make significant commercial investments to accelerate the path to our mission, via new markets and innovative products. Together, Fenix and ENGIE are making universal access to modern energy a reality.

Job Overview

This position will be part of the Global Support Team team that is based in Kampala, Uganda, led by a Global Support Manager and working closely with the Global QA and R&D Teams.

This is an incredible opportunity for a talented individual to join a high-performing team that is passionate about providing high quality energy to off-grid customers at the base of the financial pyramid. Key responsibilities will include developing and iterating existing and new internal support tools, working cross-functionally to develop new market support strategies and processes, and responding to new support challenges. Your efforts will make a meaningful impact by enabling Fenix to continuously innovate on how we support our customers.

Responsibilities, Deliverables and Activities

Top 5 Key Responsibilities 

  1. Develop, test, and iterate support tools and processes for use across Fenix markets
  2. Investigate and diagnose novel support issues and implement response plans
  3. Analyze data and conduct issue reviews to inform new tool development (support ticketing, call center systems, etc.)
  4. Assist the Quality Assurance team with ongoing investigations and new issue resolution
  5. Document and report support response plans, novel problems, and process improvements to facilitate continuous improvement across teams

Deliverables and Activities

  • Fenix Field Team Support: Ensure all Fenix field teams have the tools and training needed to provide exceptional service to our customers and quickly resolve any product or system problems they encounter. This involves communicating with stakeholders across multiple departments and balancing long term and short term priorities.
  • Hardware Refurbishment Support: Assist operations team with hardware refurbishment tests and processes to improve throughput, accuracy, and ease of use. Replicate established team best practices throughout new Fenix markets.
  • Research & Development Support: Work with the Engineering team to design and implement tests for hardware and software revisions. Assist with testing, troubleshooting, and rollout of new firmware versions for Fenix products. Iterate diagnostic tools to minimize time between discovering and fixing issues experienced in the field.
  • Leadership: Work with field agents, QA team, and operations team to establish and disseminate best practices. Assist in training teammates to increase team capacity and capability. Communicate efficiently with management and other departments

Required Skills & Experience

  • 3+ years of experience working with consumer electronics, software, or other technical support
  • Understanding of testing methods and goals for product and accessory testing
  • Ability to diagnose hardware and firmware problems, identify root causes, and provide efficient solutions
  • BS or greater in technical field
  • Excellent communication and documentation skills in English
  • Experience with data analytics, SQL, or other data-querying tools
  • Basic knowledge of Javascript programming

Desired Skills & Experience

  • Fluency in French
  • Experience in hardware root-cause analysis
  • Experience working cross-departmentally and with remote teams
  • Proficiency in programming (Javascript, R, Python, C)
  • Passion for efficient and low-cost design for products used in the developing world
  • Familiarity with AWS CLI
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