Fresher Data Jobs – Product Support Engineer – Fenix International

Organisation: Fenix International
Duty Station: Kampala, Uganda
About US:
Fenix International is a for-profit corporation and the
creator of affordable, Pay-To-Own renewable energy products that empower those
living off-grid. Over 34m people in Uganda are off-grid, which equates to 6.2m
households who have no access to power and instead depend on kerosene for light
and local businesses for phone charging. To address this, Fenix International
has developed ReadyPay, a new Pay-To-Own Solar Power System. Coming in a range
of kits, ReadyPay Power Systems are designed to provide clean light, phone
charging, entertainment and more for those living off-grid.
Job Summary:  The Product Support Engineer
will join the Fenix team and offer support in improving our internal support
tools and processes throughout our markets. The ideal candidate will have 2+
years of experience as a product manager or engineering team member, and
knowledge of data analysis and software support tools. This role will be
responsible for testing and iterating current and new support tools, working
cross-functionally to develop new market support strategies and trainings, and
responding to new support challenges. The support engineer will work closely
with the quality assurance (QA) team, product integrity team, software team,
and field teams to ensure all Fenix agents have the resources to solve any
issues. The role will also work closely with new market teams to train new
employees and prepare them for commercial sales. The position may include
10-40% travel depending on where needs lie.
Key Duties and Responsibilities: 
·         Develop,
test, and iterate support tools and processes across Fenix markets
  • Investigate
    and diagnose novel support issues and implement response plans
  • Support
    new markets by training new team members and assisting with issues that
    arise
  • Analyze
    data and conduct investigations to inform new support tool development
    (ticketing, call center systems, etc.)
  • Work
    cross functionally with the QA, product, and software teams to improve
    processes and prepare for new product and market launches
  • Assist
    the Quality Assurance team with ongoing investigations and new issue
    escalation
  • Audit
    and refine processes for all field teams to improve their work output and
    better provide an exceptional customer experience
  • Document
    and report support issues to facilitate continuous improvement



Qualifications, Skills and Experience: 
  • The
    applicant for the Fenix International Product Support Engineer job must
    hold a BS or greater in technical field
  • Two
    years of experience working with consumer electronics, software, or other
    technical support
  • Experience
    with data analytics and hardware troubleshooting
  • Understanding
    of testing methods and goals for product and accessory testing
  • Ability
    to analyze problems, identify root causes and provide efficient solutions
  • Excellent
    communication and documentation skills in English
Desired Skills
  • Experience
    with SQL or other data-querying tools
  • Fluency
    in French
  • Experience
    in hardware root-cause analysis
  • Basic
    knowledge of programming (Javascript, Python)
  • Passion
    for low-cost design for products used in the developing world
How to Apply:
All candidates who wish to join Fenix in the aforementioned
capacity should apply online at the link below.
For more of the latest jobs, please visit http://www.theugandanjobline.com or
find us on our facebook page https://www.facebook.com/UgandanJobline




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