Support Operations Associate at Kofa

Description

• We are looking for a Customer Support Operations associate will be responsible for resolving mechanical, operational and technical issues with customers and with company resources such as motorcycles, batteries and swap stations across the city.
• Support ops associates are key to ensuring that the entire system runs smoothly.
• They do this by ensuring that customer issues are resolved as quickly as possible and wherever possible, before they occur.

Responsibilities

• Respond to customer-related issues.
• Perform regular status checks on Kofa motorcycles, batteries, swap stations 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 and other assets
• 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

• Minimum 2-3 years of work experience
• Must love motorcycles
• Must be fully licensed to operate motorcycles
• 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
• Good written and verbal communication skills. Will be required to submit regular, structured reports
• Good technical skills and experience in basic word processing and spreadsheets
• Must have good soft skills and interface well with customers

Nice-to-Have

• Ability to speak local languages, including Twi and Ga
• Experience with electronics and servicing electrical equipment