Additional Questions

Customer Support Operations Associate

Job Summary

The Customer Support Operations Associate resolves mechanical, operational and technical issues with customers and company resources such as motorcycles, batteries and swap stations across the city. They are key to ensuring that the entire system runs smoothly by resolving customer issues quickly or ideally, even before they occur.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description/Requirements

The Company

Kofa is building a portable battery network to provide reliable energy access for our customers. The initial use case for these batteries is to power electric motorcycles, and ultimately, any relevant use case. To achieve this, we are building a network of charging stations where customers can swap their depleted batteries for fully charged ones. We are starting in Ghana, then scaling across Sub-Saharan Africa and beyond.


Responsibilities
  • Perform regular status checks on Kofa motorcycles, batteries and other equipment to assure performance readiness
  • Performance test and quality assure motorcycles provided. Provide both qualitative and quantitative feedback on motorcycle performance on a regular basis
  • Teach new users how to use the Kofa products
  • Perform on-the-spot troubleshooting to diagnose mechanical issues
  • Resolve basic mechanical, electronic and connectivity-related issues with the Kofa motorcycles
  • Interface with customer support, analytics and account reps to ensure an excellent customer experience
  • Inform and advocate for electric motorcycle use; represent the Kofa brand and generate interest in Kofa products before and after they are released to the public


Requirements

  • Must be available full-time
  • Must have minimum 2-3 years of work experience
  • Must love motorcycles
  • Must be fully licensed to operate motorcycles
  • Must have significant experience riding motorcycles, preferably as an okada or delivery rider, and be able to communicate effectively about motorcycle mechanics, specifications, riding and culture in Accra
  • Must have good written and verbal communication skills. Will be required to submit regular, structured reports
  • Must have good technical skills and experience in basic word processing and spreadsheets
  • Must have knowledge of local languages, including Twi and Ga
  • Must have good soft skills and interface well with customers

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