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Software Technical Support Specialist (Nairobi, Kenya)

About Solar Panda

Solar Panda is a Canadian high-growth, clean-tech company providing home solar systems and appliances to customers in Kenya without access to electricity. Our pay-as-you-go model allows families to afford reliable electricity and life-changing appliances that can drastically improve their lives. Over 1 billion people in the world lack access to electricity, and we believe that access to electricity should be a right for everyone, everywhere.

Solar Panda is the fastest growing company ever in this industry and in less than 5 years is bringing light to over 1,000,000 Kenyans and adding hundreds of new customers each day.  We have 44 shops throughout Kenya, 300 full-time employees and over 1000 commission-based field agents.  And we are just getting started with plans to add new products and expand to additional countries.

About The Role

We are currently seeking a dedicated and knowledgeable Software Technical Support Specialist to join our team. This role involves providing high-quality technical support to our end-users, troubleshooting various software issues, and acting as a liaison between end-users and our development team. The ideal candidate should be fluent in both English and Swahili, and capable of writing technical documentation in both languages.

Key Responsibilities:

• Provide technical support to end-users, addressing and resolving software issues efficiently.
• Troubleshoot technical problems involving software applications, systems, and services.
• Communicate effectively with users to understand their issues and guide them through problem-solving processes.
• Collaborate with the development team to report bugs, suggest improvements, and facilitate effective solutions.
• Develop and maintain comprehensive technical documentation in both English and Swahili, ensuring clarity and accessibility for users and team members.
• Conduct regular training sessions for users on new features and updates.
• Stay updated on the latest industry trends and technologies to enhance support quality.

Qualifications:

• At least 2 years of experience in software technical support, with a strong background in troubleshooting and user support.
• Fluency in both English and Swahili, with excellent communication skills and the ability to write technical documents in both languages.
• Solid understanding of software systems, IT infrastructure, and common technical issues.
• Experience working closely with software development teams.
• Strong problem-solving skills and a customer-focused attitude.
• Ability to manage multiple tasks and work in a fast-paced environment.
• Bachelor’s degree in Computer Science, Information Technology, or related field is preferred.

The company places a high priority on personal integrity, hard work, and respect for customers and co-workers.

If this position sounds like a good fit for you, please submit your cover letter and CV before 8th December 2023. Only shortlisted candidates will be contacted.  Kindly reference the job title in your application.

Solar Panda is an Equal Opportunity Employer and encourages applications from qualified individuals regardless of race, religion, national origin, or disability.

Solar Panda does not charge any fees on recruitment.

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