To catalyze the Kenyan tech community’s growth.


User Support Specialist1

  • Company: Echo Mobile
  • Deadline: Friday 1st August 2014
  • Location: Nairobi
Job Description


Echo Mobile is a web-based platform that leverages mobile technology to easily engage clients in two-way communication via SMS and mobile applications.  Organizations use the platform for a variety of communications such as marketing, training, customer support, and research.  As end users respond to the messages they receive the information is all collected in real time on the web-based platform, instantaneously aggregating the results. Developed in 2010, more than thirty organizations have used Echo to send over 2.9 million SMS to extend their reach and give voice to markets and communities across Kenya and Tanzania.



The User Support Specialist plays the important role of working with clients to ensure a good user experience on the Echo Mobile platform. This involves training new clients, trouble shooting with existing clients, and ensuring that all clients are maximizing the value received by using the Echo platform.


-Manage the pipeline of existing clients.  Help them with usability issues, collect feedback from them on platform bugs or suggestions for improvement, make recommendations to development team on changes to improve usability, and liaise with Administrative to ensure streamlined invoices and payment tracking.

-Provide training on technical and operational use of Echo Mobile, as well as daily support (in person, by email, and phone).

-Create instructional content through user documentation, simple videos, and a contextual Help system.

-Assist developers with new feature testing and, where possible, design and programming.

-Support the CEO in business development. Duties include; writing case studies, scheduling new client meetings, client demos, and conference presentations.

-Communicate new products to clients through email updates, news posts and blog entries.

-Occasional travel to support projects outside of Nairobi (Kenya and international)


The candidate should have the following qualifications:

-3+ years of work experience

-Previous experience in training and/or customer support.

-Strong interpersonal skills, excellent writing ability, and a special interest in understanding and improving technical usability.

-A fundamental understanding of marketing, mobile technology, and research, monitoring, and evaluation methodologies is very useful. Strong project management skills  that involve managing multiple clients and products simultaneously.

-An eye for user friendly products.

-Strong work ethic and the ability to learn multiple technology platforms quickly.

-Fluent in Kiswahili and English.

-Bachelors degree from an accredited institution

-At least 2 references that can attest to your  strong work ethic and motivation to succeed


-Prior experience working with a team of engineers/ developers

-Prior experience in sales or marketing

-Technical skills such as basic web design, understanding of the Agile development process, etc


This position will be based in Nairobi at our lovely, green offices in Lavington (on Olenguruone Road). We'll be offering an initial 6-month contract with a competitive salary (dependent on experience) with the option to renew based on performance.


How to apply

Interested candidates should send a short letter of interest and CV with [USABILITY] in the subject line to Please ensure that your CV includes at least 2 references that can attest to your qualifications. The deadline to apply is August 1, 2014.