Open Positions at Tiko

The Job

• As the Customer Support Officer (CSO), you will be providing first-line technical support to our field partners responsible to manage our Tiko Systems (Health Facilities, Retailers, Community Mobilisers). You will  prioritize, analyze and resolve requests related to the platform, App and network connectivity issues. You will be involved in the onboarding and offboarding of actors in the platform and you will also manage risk by checking on the activities of users on the platform and taking appropriate action.

Your role will involve:

• Problem-solving: You respond to questions and problems from our partners, coming through a variety of channels. You assess the problems and solve them if you can or pass them on to the second-line of technical support. You then follow up with users to ensure full resolution of issues and customer satisfaction.
• Actor administration: You make sure all our Tiko System actors are properly onboarded onto the platform and that all documentation is in place and up to date.
• Platform improvements and aggregator management: You test and implement local improvements on the platform and you make sure we have an optimal relationship with the local network aggregators. You are responsible for managing the aggregator to ensure any system delays or challenges are quickly identified, fixed, and communicated to all operations and program staff.
• Risk management: You monitor activity on the platform and signal suspicious cases. In case an actor needs to be suspended, you follow our suspension procedures and make sure the actor is suspended and the suspension is well documented. 
• Development: We expect you to actively participate in meetings and projects and you collaborate with your team members. We also expect you to continue to develop yourself and keep abreast of new developments.
• Other projects: You run, get involved with and help out colleagues on other projects as needed.

About You

• The right person for the role will be an empathetic communicator, skilled in resolving issues and managing customer frustrations effectively. You are capable of logical and practical troubleshooting, with a keen eye for detail to ensure thorough resolution of tasks. You demonstrate strong organizational skills, excelling in managing multiple tasks simultaneously while maintaining efficiency and effectiveness.
• At least 4 years of experience working within an IT Support team.
• Proficiency in utilizing a range of technological tools and mobile applications, with a solid background in IT/computer systems.
• You are skilled in creating and maintaining knowledge base articles and user guides to facilitate customer understanding and self-service.
• Competency in utilizing productivity tools such as Google Suite, MS Office Suite with advanced Spreadsheet skills.
• Experienced in utilizing Helpdesk Ticketing Systems like Freshdesk to manage customer inquiries efficiently.
• Knowledge of CRM platforms such as Salesforce is advantageous.
• You have experience in Incident Management and effectively communicating incidents to stakeholders, ensuring customer satisfaction.
• Possession of IT Service Management (ITSM) or other relevant customer service certifications is a plus.
• You exhibit excellent verbal and written communication skills.
• You are currently currently based in South Africa (mandatory).

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The Job

• As the Accountant, you will mainly be responsible for the operational execution of financial functions from journal entries to statutory audits, and in supporting relevant stakeholders with budgeting, reporting and compliance.

Responsibilities:

• Executing the procurement-to-pay process, recording accounts payable and receivables, reconciling bank payments, and processing employee expenses/ advances.
• Supporting payroll verification and payment of salaries to the respective banks.
• Executing all other journal entries.
• Ensuring compliance with the accounting laws and Tiko's policies.
• Preparing and reconciling VAT returns.
• Preparing monthly reconciliations and month-end working papers

About You

• You have strong knowledge of local accounting standards and statutory requirements. You are great with numbers and have an eye for detail. You are a team player who works well with people from different cultural backgrounds.

Requirements

• Good knowledge of (local) accounting standards and statutory requirements 
• Excellent knowledge of financial ERP systems
• You are good with numbers and keen to details