Application Support Officer (Maternity Cover)

Would you enjoy learning how to make new software configurations? Do you have an eye for detail and a logical way of thinking? Read on to find out more about this role!

The Company

Tiko (previously known as Triggerise) believes in a world where all youth have the power to choose where, when, and how they meet their sexual reproductive health needs. Our digital platform delivers scalable and verifiable sexual reproductive health services for young people in 6 main markets in Sub-Saharan Africa - Kenya, Ethiopia, Uganda, Zambia, South Africa and Burkina Faso. We work together with local communities and use nudges like reminders, discounts, and reward points to encourage our users to access and use sexual and reproductive health services. We also support our users in becoming micro-entrepreneurs and adding value to their economies.

Tiko has offices in South Africa, Kenya, Ethiopia, the Netherlands and Portugal. Globally, our team consists of 160 enthusiastic, international colleagues. Whether you are working from our biggest office in Nairobi, the fast-growing office in South Africa, or from home, our people are young and our culture is global and dynamic. Our work environment is fast-paced, informal, and friendly. You can learn more about what being part of Tiko is like here.

We are open to remote work for this position and will happily accept applicants from anywhere in  South Africa.

The Job

As an Application Support Officer, you will configure applications in our software apps based on requirements from the organisation and end-users. You will be responsible for providing 2nd line of support to system issues escalated by the customer support team. You'll also be responsible for:

• Configure new and existing products within our platform.

• Identify and implement improvements in our existing software and apps.

• Participate in the review and testing phase of your team to ensure the quality of the work.

• Diagnose, troubleshoot and resolve system issues. You escalate issues that you cannot solve by working closely with the engineering teams.

• Create manuals, and how-to procedures and conduct new configuration demos to stakeholders.

• Monitor the usage and health of the platform using monitoring and observability tools.

• Support the team in refining business configuration requirements with stakeholders.

• Provide technical expertise and guidance to other support teams and collaborate in the development of their knowledge base.

• This position is a 6-month contract to provide maternity cover.

About You

You are a logical thinker who likes to support the organisation in making our system work in the best way possible. You have great problem-solving capabilities and a keen eye for details. You are interested in tech, data analysis and IT systems in general. You like to work in a diverse team with people from a lot of different backgrounds. You can stand up for your opinion and always strive for improvements.

Requirements

• Holding an IT/Computer Science Degree will be a plus

• 2+ years of working experience in Technical Support activities, such as configuring and maintaining software and mobile applications

• Confident and clear English communication skills - both written and verbal

• Basic knowledge of SQL

• Basic knowledge of flow diagrams

• Proficient with data analysis, excel and spreadsheets

• Experience working with Salesforce CRM preferably as a Salesforce Administrator

• Experience with monitoring and observability tools

• Basic knowledge of event-driven architecture (AWS)

Recruitment Process

Introductory call with recruiter | First Interview with Tech Team | Technical Challenge | Final interview with the Tech Team

The Rewards

At Tiko we believe in being open, also when it comes to salaries. The gross salary bracket for this position is R38,429 - R57,643 per month in South Africa, plus benefits. We will offer you a salary in this bracket depending on your level of experience and how it relates to your future colleagues. If you would like to know more about the salaries in our other locations, please contact us.

In addition to your monthly salary, we offer you:

• Secondary benefits

• A personal development budget

• Unlimited holidays, if you can make it work with your team you’re good to go

• Growth opportunities

• A product to help shape as we grow, to leave your mark on how we do things

• A vision that we trust that you will do your job without us having to invent unnecessary rules and regulations.

The Details

Interested? Click Apply for This Job! Want more information? Check out our website tikoafrica.org or contact our Global Recruiter. We only accept applications through the apply links, not by email.

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Tiko prioritizes integrity in our workplace and respects your privacy.

Tiko is committed to preventing any type of unwanted behaviour by its employees at work, including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct. This is why we will do reference and background screening checks on successful candidates before hiring. Tiko also participates in the Inter-Agency Misconduct Disclosure Scheme_. As part of this scheme, we will request information from your previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during your employment, or incidents under investigation when you left employment. By applying for this position, you confirm you have read and understood these recruitment procedures.
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We value your privacy and understand the importance of safeguarding your personal data. We invite you to review our privacy notice for the recruitment process to understand how we collect, use, and protect your personal data during the recruitment process. Click here to view the document. By applying for this position, you acknowledge that you have read and understood our privacy notice.

Keywords

Application SupportSoftware ConfigurationsTechnical SupportData AnalysisIT SystemsSalesforce CRMMonitoringObservabilityEvent Driven Architecture