Create the future with us
L1 support and training specialist
Apply by sending your CV and cover letter to [email protected] with subject "L1 Training and Support"
Background: The RedRose support team offers real-time, multi-lingual direct technical assistance and advice to humanitarian program teams working on a variety of assistance programs. Team members assist program teams with troubleshooting and analyzing problems and resolving a variety of day-to-day challenges, as well as providing critical remote and in-person support for project startup activities. We are looking for patient, digitally savvy support team members who care about the client experience and have empathy for those working in challenging humanitarian contexts to be ambassadors of RedRose and partners to our clients.
Responsibilities: Interact and handle current clients’ requests, questions, and comments on a variety of support channels (Skype, E-mail, Zoom) Research reported issues to find cause, provide appropriate solutions, and work closely with internal teammates across the organization to escalate and drive issues to closure Participate in new project and feature requests from clients by defining, building, or coordinating as appropriate Prepare for and provide high-quality training (on-site or virtual) to program teams on how to run humanitarian programs through the ONEsolution along with continuity of care post-training to ensure successful project launch. Share knowledge and learning with teammates and across the organization on clients, programs, issues, etc Participate in content creation and management for the platform, client guidance, and knowledge base documentation. Support growth of the platform by keeping up-to-date on enhancements, providing quality testing for new product features and supporting clients to implement them where relevant Identify and report trends to management to enhance support services and/or product enhancement suggestions Participate in a variety of program start-up logistical activities and other duties as assigned Remain familiar with customization needs of clients and help them better utilize Red Rose capacities to support their programs
Job Requirements: Strong written and verbal communication skills in English and French; applicants who can speak and write in additional languages are at an advantage Tech savvy and very comfortable learning new systems and technologies Strong analytical mindset with the ability to synthesize information Experience in software engineering and/or sales engineering preferred Ability to communicate simply and effectively Brings a positive attitude towards teamwork and is tolerant of and adaptable to different cultures and environments Experience working in incident response or customer support escalation teams Interest in training and user education Ability to work on a flexible, shift schedule Technical skills, including troubleshooting, basic coding, and familiarity with Android and ODK based applications is a strong advantage
Travel: · Requires travel to developing countries and occasionally remote locations
Location: · Istanbul, Turkey