Technical Support Associate
Medic Mobile
Dakar, Dakar Region, Senegal
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Background Medic Mobile designs, delivers and supports world-class software for health workers who provide care in the hardest-to-reach communities.

Our software is free, open-source, and deployed at scale in the last mile of healthcare. Evidence-based workflows come together in the software to support health workers and families, helping to ensure safe deliveries, track outbreaks, treat illnesses at the doorstep, communicate about emergencies, and more.

We envision a more just world in which health workers are supported as they provide care for their neighbors, universal health coverage is a reality, and health is secured as a human right.

The Community Health Toolkit now supports more health workers than ever before, with a total of 26,208 health workers using the tools by end of Q2 of 2019.

Medic Mobile and its partners equipped 1,139 new health workers in Q2 of 2019 alone and delivered updated tools to 524 existing health workers.

In this current phase of growth, we are scaling through large partnerships with Ministries of Health and Model Building Partners, while also leveraging the Open-Source Community Health Toolkit to spur renewed engagement with implementers and technical partners within the community health space.

We aim to support health workers serving 100 million people between 2017 and 2021.Our global team supports more than 60 partners across 23 countries, with offices in San Francisco, Nairobi, and Kathmandu.

Medic Mobile brings a wide range of experience and creative solutions to complex problems, building and delivering technology that works for people who have been marginalized.

We are searching for a Technical Support Associate to contribute to our team, mission, and impact. Position Details This is a unique opportunity to support users within the mHealth space and be involved in the growth of the Community Health Toolkit.

This role will primarily focus on providing high quality support to Medic Mobile’s end users and partners while helping improve the Community Health Toolkit through documentation and open source code contributions.

The Technical Support Associate coordinates closely with members of our software engineering team. This role will report to the Technical Support Manager.

The Technical Support Associate will be based in Dakar, Senegal. Key Responsibilities :

  • Provide technical support to resolve user issues on Medic Mobile products. Take ownership of issues reported and manage problems through to resolution.
  • Provide technical assistance and remote troubleshooting support as part of the support matrix.
  • Research, diagnose, troubleshoot and identify solutions to resolve partner / user issues and ensure proper recording and closure of all issues reported.
  • Build and transfer knowledge to project managers and the partner technical teams.
  • Develop and request new support tools to drive efficiency in resolving support cases.
  • Provide prompt and accurate feedback on reported issues to project managers, engineering teams and partners. Escalate or provide reports to engineers, product managers, project managers and partnership development team to improve the product's vision / service delivery to make projects successful.
  • Support product development : Work with Medic Mobile’s designers to describe mHealth pain points, needs and opportunities and to ensure these needs are addressed in Medic Mobile’s tools.
  • Work with the engineering team to contribute to Medic Mobile’s open source codebase.

  • Updating self-help documents so users / employees / partners can try to fix problems themselves.
  • Key Requirements :

  • Be based in and have legal rights to work in Dakar, Senegal.
  • At least 2+ years working experience in a technology field (software development, technical support, information systems etc)
  • Be fluent in written and spoken French AND English.
  • Be a technology power user, excited to learn even more.
  • Have knowledge of relational databases, Postgres and MySQL.
  • Have experience / knowledge of using command-line tools on Linux (preferred) or another UNIX-like operating system.
  • Be comfortable and proficient in HTML, Javascript, Node.js, and JSON.
  • Be committed to frequent and timely communication, both in person and online (via email, Internet Relay Chat, and other online chat applications).
  • Have interest in working with and learning from a globally distributed team of mHealth technology experts.
  • Have good communication and interpersonal skills with the ability to pass on information clearly to users and to grasp difficulties perceived by users.
  • Strong customer service orientation that establishes a good working relationship with partners, with the attitude of wanting to assist people and pass-on their knowledge and experience to others.
  • Ability to work under high pressure, meet deadlines, monitor and follow-up on pending matters under minimum supervision.
  • Valid Passport to travel internationally.
  • Additional Skills :

  • Demonstrated ability to work independently and with a distributed team.
  • Organisational skills with high attention to detail with the ability to prioritize effectively.
  • Experience working with support tools such as Zendesk.
  • To Apply : Fill in below application form to apply. Responses on the application form, resume and cover letter should be written in English.

    Applications will be reviewed on a rolling basis.

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