Tech Support Officer

About the role

Educate! is seeking a proactive and detail‑oriented Tech Support Officer to be the first line of assistance for its suite of digital products, including a WhatsApp coaching bot, web‑based chat applications, SMS, and USSD platforms. You will serve as the central point of contact for user‑reported issues, ensuring each concern is accurately triaged, coordinated with the right stakeholders, and driven to resolution while keeping youth participants and frontline staff informed.

Key responsibilities

• Provide first‑line technical support for WhatsApp bot, chat web apps, SMS, and USSD services.
• Log, triage, and prioritize user‑reported issues.
• Coordinate with product, engineering, and operations teams to resolve incidents.
• Communicate status updates and resolutions to youth participants and staff.
• Document recurring issues and contribute to knowledge‑base improvements.

Required profile

• Passion for solving technology challenges and improving user experience.
• Strong attention to detail and ability to manage multiple tickets.
• Excellent communication skills for interacting with youth and staff.
• Ability to work independently and collaborate with cross‑functional teams.

Required skills