[Hiring] IT Customer Support Officer @Tiko

Role Description

Could you imagine being the vital technical link that keeps a high-impact digital platform running seamlessly across hundreds of frontline health facilities, community mobilisers, and field staff every single day?

At Tiko, we do not just build technology—we power a fast-moving digital platform that empowers girls and young women across Sub-Saharan Africa to make positive choices for their health, well-being, and futures. As our Customer Support Officer (CSO) , you are the backbone of our operational technology. You will serve as the primary, empathetic point of contact for local partners and internal field staff, ensuring that mobile app glitches, connectivity barriers, and account requests are resolved before they delay frontline care.

This is a dynamic, high-visibility role bridging technical troubleshooting, incident management, user access governance, and data analytics. Leveraging your dual fluency in English and French , you will onboard and offboard partners, maintain user documentation, monitor aggregator uptime, and translate support metrics into actionable system optimizations—ensuring our technology reliably serves the people using it on the ground.

Key Responsibilities

• User Support & Bilingual Stakeholder Management
  • Empathetic Operations Support: Serve as the primary point of contact for our field teams who manage our healthcare partners, handling inquiries and resolving user friction in both English and French.
  • Onboarding & Access Governance: Coordinate secure user onboarding, offboarding, and access management through CRM systems like Salesforce, to keep platform records clean, compliant, and up to date.
  • Knowledge Base & Self-Service: Design, maintain, and publish user guides, FAQs, and onboarding materials to empower field partners and streamline recurring query deflection.
• Technical Troubleshooting & Incident Operations
  • Logical Diagnostics: Perform practical troubleshooting across mobile applications, local network connectivity, and our Tiko platform to eliminate technical barriers for end users.
  • Structured Helpdesk Management: Prioritise and resolve incoming requests using ticketing tools like Freshdesk, driving clear SLA adherence and incident tracking.
  • Second-Line Escalation: Triage complex platform bugs, package concise reproduction steps for software engineering teams, and follow up until complete resolution.
• Data Analytics & System Optimization
  • Aggregator & Uptime Management: Oversee local network aggregators to swiftly identify, fix, and communicate system delays or connectivity outages to field and programme staff.
  • Data & Spreadsheet Operations: Leverage Google Suite and MS Excel (using advanced spreadsheet techniques) to analyze platform usage metrics, track support performance, and optimize workflows.
  • Cross-Functional Alignment: Collaborate closely with internal operational departments to feed field insights and user feedback back into ongoing platform enhancements.

Qualifications

• Native or fluent command of both English and French (written and verbal, mandatory).
• Solid background in computer systems, IT support, or technical customer support, with hands-on experience troubleshooting mobile applications.
• Proven experience using Helpdesk Ticketing Systems (e.g., Freshdesk, Zendesk) and CRM platforms (e.g., Salesforce).
• Advanced proficiency with Google Suite and MS Excel (advanced spreadsheet formulas, data analysis, and metric tracking).
• Practical experience in structured incident management, stakeholder communication, and standard operating procedures for technical support.

Benefits

• The gross salary range per month for this position is ₦981,771 - ₦1,227,214. Your final salary will be determined based on your experience and alignment with your future colleagues.
• Benefits and allowances tailored to your location.
• Flexible work arrangements, including remote or hybrid options.
• A personal development budget to invest in your professional growth.
• Unlimited holiday days to use as you see fit - just coordinate with your team and take the time you need to recharge.
• The opportunity to shape a growing, impactful product and leave your mark on how we work.
• A culture built on trust - we believe you’ll do your best without the need for unnecessary rules or micromanagement.