• Deliver high-quality technical support across email, Slack, and other platforms, resolving complex issues while ensuring a strong customer experience. • Investigate, reproduce, and troubleshoot software bugs and usability issues across the stack: from helping users implement workflows to identifying and escalating platform issues to Engineering. • Serve as a trusted technical partner in conversations with customers and developers. • Collaborate with Product and Engineering to escalate critical issues and translate customer feedback into actionable roadmap insights. • Create and maintain clear user-facing documentation and internal knowledge bases to enable customers and internal teams. • Design and build internal tools and automations to improve support efficiency and scalability.

• Solve technical problems and document and diagram their solutions • Collaborate with members of other departments to ensure technical solutions meet the business interests of the company • Provide real-time troubleshooting support of escalations from customers • Become an expert on Feathr’s product and features, including how they interact with the different parts of our backend systems • Compose thoughtful, personalized responses to customers for a variety of requests • Develop a set of troubleshooting playbooks as a resource to help resolve issues more effectively • Work on high-visibility, often challenging debugging scenarios

• 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***