• 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

• Provide bilingual German & English Email, Chat, and Voice Support - Answer inbound inquiries coming through Motive’s support hotline, live chat feature, or support email address during European business hours • Customer Service Analysis - Collect customer support requests and bugs, and relay findings to the product and engineering teams to address these issues • System Evaluation - Evaluate our existing tools and work with engineering to develop tools to enable this function to scale