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
