• Will research, diagnose, and resolve issues raised by the customers in collaboration with our Product, DevOps and engineering teams. • Apply expertise with mobile applications and SaaS based delivery models to troubleshoot and debug issues reported by customers; • Validate customer-specific fixes and releases in collaboration with quality assurance team and develop technical documentation for specific customer needs; • Gather and analyze customer feedback per standard escalation procedures for unresolved product issues and bugs and create JIRAs for engineering team; • Work closely with customer success, development and product teams in different time zones to address customer issues; • Mentor new team members who join in as Customer Support Engineers; • Lead calls with Partners who OEM our Product to ensure that they are getting the right help to address the customer issues; • Provide training to new team members or Partners on relevant Product areas; • Work with cross-functional teams to provide usage visibility to leadership as well as partners; • Triage customer issues escalated by Level 1, Level 2 Support, and escalate them to Engineering with more details as needed.

• Provide efficient and effective support to Webafrica Vuma Reach Customers around billing and technical queries via WhatsApp Live Chat • Provide support to Webafrica Vuma Reach Customers • Troubleshoot internet connectivity problems on all Devices (Desktops, Laptops, Mobile Devices etc.) • Escalation of Faults beyond 1st Line Support • Router Configuration • Customer Account Management • Updating customer records • Account activations/cancellations • Account payment management • Advising customers on account balances • Account reconciliations • Credit and debit note management • Meeting Daily Live Chat and Call Targets ***FIBRE CAPABILITY AT HOME IS A REQUIREMENT FOR THE ROLE***

• Actively improve the customer experience; • Work with clients and their employees to identify problems and advise on the solution; • Recreate, troubleshoot and independently investigate reported issues; • Collaborate with development teams, identify errors and report bugs via internal helpdesk; • Master the support channels: Ventrata Chat, Slack and Helpdesk; • Help with client onboarding and uploading data to our systems; • Supporting internal teams with tasks beyond the job description.

• Communicate with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn • Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues • Perform data analysis to assess the impact and prevalence of issues using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo • Determine how to resolve support issues by identifying changes needed in data, hardware, or processes, and applying them with minimal user disruption • Determine root causes of errors/bugs using available data and tools, and report them to the Technical Leads • Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and overall customer experience • In-depth knowledge of Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console • Build trusting relationships with customers through open and interactive communication over the phone, chat, and emails • Provide constructive feedback and write Knowledge-base articles to share knowledge and support other team members