Support Operations Associate at Kofa

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 have extensive experience riding 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