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3 JOB OPPORTUNITIES AT FENIX INTERNATIONAL- UGANDA




DETAILS 

POSITIONS 3:  GLOBAL CUSTOMER EXPERIENCE DATA ANALYST, TECHNICAL SUPPORT ASSOCIATE , SOFTWARE PRODUCT MANAGER 
EMPLOYER: FENIX INTERNATIONAL- UGANDA
LOCATION: KAMPALA,  UGANDA 


ABOUT FENIX INTERNATIONAL 

Fenix International is a next-generation energy and technology company. Our mission is to improve the quality of life of our customers through inclusive energy and financial services. Our flagship product, Fenix Power, is an expandable, pay-go solar home system financed through affordable installments from just $0.14 per day. We use real-time transaction data to create a next-generation credit score to finance power upgrades and other life-changing loans, unlocking modern financial services for our customers. To date, Fenix has sold over 600,000 Solar Home Systems in Uganda, Zambia, Cote d'Ivoire, Benin, Nigeria and Mozambique, bringing clean, reliable power for lights, phones, radios, TV and much more to over 3 million people.

ABOUT THE VACANCIES 

1. GLOBAL CUSTOMER EXPERIENCE DATA ANALYST

OVERALL:
This position will be part of the  Global Customer Experience team that is based in Kampala, Uganda, led by a Business Strategy Manager.

DUTIES:
▪︎ Support Fenix’s mission to empower our customers with inclusive life changing products by bringing data driven insights that shape our customer service strategy
▪︎ Use our unique data set as well as insights derived from the field to refine and iterate on our customer service strategy, to improve access to service, first call resolution and service levels
▪︎ Conduct rigorous and nimble analysis using Fenix data on customer payments, communications records, and other data sources to:
▪︎ Summarize call center and service center performance and create informative reports for audiences
▪︎ Identify areas for operational improvements
▪︎ Evaluate the results from tests, pilots, and experiments
▪︎ Help develop cutting edge metrics to evaluate customer service in the last mile
▪︎ Support with ad-hoc data requests and reporting of Fenix’s call center performance from CX Directors and call center managers
▪︎ Identify and communicate areas and processes for continual improvement within CX

POTENTIAL ACTIVITIES  AND PROJECTS:
▪︎ Data mining to understand the customer journey: when do customers call or visit the service center, how do they prefer to get service and for what issues
▪︎ Creating deep-dives analysis sprints on customer issues related to product returns, complaints and feedback
▪︎ Improving on our operational and strategic dashboards for data quality & integrity, insight and relevance for CX teams across our markets

ESSENTIAL QUALIFICATIONS
▪︎ Bachelor’s degree
▪︎ 1 or 2 years experience or education in statistics, financial analysis, etc, particularly in microfinance or behavioral economics
▪︎ Excitement about Fenix’s mission and a deep desire to make an impact on off-grid and financially underserved customers in sub-Saharan Africa
▪︎ Experience with data analytics and visualization tools (e.g. Tableau, SQL, STATA, D3, ggplot)
▪︎ Ability and drive to work independently
▪︎ Advanced skills with Excel, Word and Powerpoint
▪︎ Outstanding written and verbal communication skills (English).
▪︎ Commitment to live and work with Fenix in East Africa for at least 2 years 

DESIRED SKILLS & EXPERIENCE
▪︎ +2 years professional experience in data analysis, business strategy or related fields
▪︎ Tertiary qualification : Degree in Business Administration, Economics, or relevant field.
▪︎ Education and/or work experience in East Africa
▪︎ Experience working in the field of renewable energy or financial services
▪︎ Experience working with last mile customers
▪︎ Strong level of curiosity, proactive thinking and problem solving mindset

APPLICATION PROCEDURE



2. TECHNICAL SUPPORT ASSOCIATE

OVERALL:
This position will be part of the Global Support Team team that is based in Kampala, Uganda, led by a Global Support Manager and working closely with the Global QA and R&D Teams.

DUTIES:
▪︎ Monitor and respond through support ticketing system (ServiceDesk)
▪︎ Investigate, document, and resolve technical issues with products and tools throughout Fenix markets and teams
▪︎ Iterate and implement response and prevention plans for common support requests
▪︎ Escalate high-impact or novel concerns to appropriate teams
▪︎ Generate and share reports to track and improve support team performance

DELIVERABLES AND ACTIVITIES:
▪︎ Fenix Field Team Support: Triage and solve support requests from field team members, through ticketing system or other communications as necessary, to ensure problems are solved quickly and effectively. Document fixes or interventions for training team and eliminating further instances of any new problem.
▪︎ New Fenix Market Support: Assist new market operations with setup, training, and troubleshooting. Provide references and documentation to establish best practices among new team members.
▪︎ Analysis & Reporting: Regularly analyze global support ticketing, field team service records, and call center data to prioritize tool development, new training, or process improvements. Generate and share reports on such analyses and general support performance to management and other stakeholders.

ESSENTIAL QUALIFICATIONS:
▪︎ 2+ years of experience working with electronics support, software support, or other technical support
▪︎ Experience with data analytics and troubleshooting
▪︎ Understanding of integrated software systems
▪︎ Ability to analyze problems, identify causes and provide efficient solutions
▪︎ Excellent communication and documentation skills in English or French

DESIRED SKILLS & EXPERIENCE:
▪︎ BS or greater (technical field preferred)
▪︎ Experience with SQL or other data-querying tools
▪︎ Fluency in French
▪︎ Experience in software debugging
▪︎ Familiarity with basic programming (Javascript, Python)
▪︎ Passion for low-cost design for products used in the developing world

APPLICATION PROCEDURE



3. SOFTWARE PRODUCT MANAGER 

OVERALL :
This position will be part of the Engineering team, within Fumba that is based in Kampala, Uganda, led by a The Head of Software and Hardware Engineering.

The role will report to the Software Development Manager and will work cross-functionally with our customer service, operations, sales, marketing, and software engineering teams to gather client needs, help define product development strategy, and implement software engineering deliverables.

Fenix International is seeking a highly motivated and entrepreneurial Software Product Manager to drive innovation, design, and development of our proprietary web application and backend database systems. The role will report to the Software Development Manager and will work cross-functionally with our customer service, operations, sales, marketing, and software engineering teams to gather client needs, help define product development strategy, and implement software engineering deliverables.
Responsibilities, Deliverables and Activities

DUTIES:
▪︎ Work with key business stakeholders to identify key opportunities for software to positively impact our customers and the business.
▪︎ Determine core KPIs and develop monitoring frameworks to frame the goals and to monitor the success of new software products.
▪︎ Communicate the product vision and the voice of the customer to your software engineering team, promote engagement and excitement for the product.
▪︎ Create user stories and detailed specs and work closely with your software engineering team to iterate to an implementable solution. You should be willing to get their hands dirty with testing, monitoring, querying, or whatever it takes to ensure the product is built, and built right.
▪︎ Be the voice of the engineering team for the business stakeholders; communicate any issues and changes to the scope or schedule of your product.
▪︎ Ensure comprehension and competence of the team with new tools; take feedback critically and iterate for an exceptional user experience.
▪︎ Prioritise ruthlessly, don’t be afraid of saying no, champion progress over perfection.
▪︎ Manage the documentation of the SDLC by creating Software requirements specifications documents, Software design documents, User stories documents, Test reports, Release notes, user guides etc.
▪︎ Train and support users of the system as modules are developed/rolled out.

KEY  DELIVERABLES AND ACTIVITIES:
▪︎ Product Functionality: Ensure that there is end to end product software support by prioritizing tasks and collaborating with teams to ensure that the product is fully functional
▪︎ Solution driven approach to problems: A solution driven mindset is essential for this role and nothing should be viewed as being “impossible”. A successful Software product manager will be able to demonstrate the solutions that they have implemented with minimal time and resources at their disposal.
▪︎ Cross Functional Team engagement: The Software product manager will demonstrate an ability to engage with other team members and clearly communicate their needs and timelines for providing support. The Software Product Manager is also expected to provide insight to the different teams and department heads on key functions such as how to iterate the product and come up with innovative solutions that can enhance the customer experience.

ESSENTIAL QUALIFICATIONS:
▪︎ 4+ years of experience developing and launching software products
▪︎ Leadership and project management experience (Agile software development practices strongly preferred)
▪︎ Two year minimum commitment to live and work in East Africa
▪︎ Experience administration of web applications / strong technical acumen
▪︎ Strong communication skills to translate needs between technical and non-technical teams
▪︎ Experience using issue tracking software, e.g. JIRA
▪︎ Willingness to be flexible and do whatever task is needed to get the right product shipped
▪︎ Ability to maintain big-picture vision while being detail-oriented
▪︎ Outstanding written and verbal communications skills (English, French a plus!)
▪︎ High competency in Microsoft Office products
▪︎ Willingness to relocate (if necessary) to Kampala, Uganda

DESIRED SKILLS:
▪︎ An understanding of Human Centered Design and working UX / UI experience
▪︎ Education and/or work experience in East Africa
▪︎ MySQL database familiarity
▪︎ Programming background, preferably background inJava / SQL /  Django / Python

COMPENSATION DETAILS:
▪︎ Competitive salary and benefits package, including:
▪︎ Health insurance & evacuation cover
▪︎ Awesome off-sites rafting, climbing, kayaking
▪︎ The opportunity to travel throughout East Africa and visit our customers in the field

APPLICATION PROCEDURE


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