Client Support Specialist (Traveling)

RED ROSE TEKNOLOJİ A.Ş

Overview:

RedRose is a humanitarian service provider with an end-to-end, fully integrated data management platformtransforming the way organizations deliver humanitarian assistance globally including Cash & Vouchers and In-Kind.  RedRose has developed its ‘ONEsolution’ platform, available in multiple languages (English, French, Spanish, Turkish and Arabic), to help the humanitarian and international development community improve operational efficiency and ensure programs remain relevant and fit for purpose, whilst at the same time providing value for money.  RedRoseoperates in over 30 countries worldwidesupporting the delivery of assistanceto over 60 million beneficiaries. The RedRose client list represents a range of key actors in the international development and humanitarian arena, including but not limited to: ACF, CRS, DCA, Global Fund, ICRC, IFRC, IOM, IRC, NRC, Oxfam, TBC, UNDP, UNOPS, UKAid, USAid.

 

Position Background:

The RedRose support team offers real-time, multi-lingual direct technical assistance and advice to humanitarian program teams working on a variety of assistance programs. Team members assist program teams with troubleshooting and analyzing problems and resolving a variety of day-to-day challenges, as well as providing critical remote and in-person support for project startup activities. We are looking for patient, digitally savvy support team members who care about the client experience and have empathy for those working in challenging humanitarian contexts to be ambassadors of RedRose and partners to our clients.

 

General Responsibilities:

·        Interact and handle current clients’ requests, questions, and comments on a variety of support channels (Skype, E-mail, Zoom)

·        Research reported issues to find cause, provide appropriate solutions, and work closely with internal teammates across the organization to escalate and drive issues to closure

·        Participate in new project and feature requests from clients by defining, building, or coordinating as appropriate

·        Prepare for and provide high-quality training (on-site or virtual) to program teams on how to run humanitarian programs through the ONEsolution along with continuity of care post-training to ensure successful project launch. 

·        Share knowledge and learning with teammates and across the organization on clients, programs, issues, etc

·        Participate in content creation and management for the platform, client guidance, and knowledge base documentation.

·        Support growth of the platform by keeping up-to-date on enhancements, providing quality testing for new product features and supporting clients to implement them where relevant

·        Identify and report trends to management to enhance support services and/or product enhancement suggestions

·        Participate in a variety of program start-up logistical activities and other duties as assigned

 

Job Requirements:

·        Strong written and verbal communication skills in English as well as Arabic or French or Spanish; applicants who can speak and write in additional languages are at an advantage

·        Tech savvy and very comfortable learning new systems and technologies

·        Strong analytical mindset with the ability to synthesize information

·        Ability to communicate simply and effectively

·        Brings a positive attitude towards teamwork and is tolerant of and adaptable to different cultures and environments

·        Experience working in incident response or customer support escalation teams

·        Interest in training and user education

·        Ability to work on a flexible, shift schedule

·        Technical skills, including troubleshooting, basic coding, and familiarity with Android and ODK based applications is a strong advantage

 

Travel:

·         Requires travel to developing countries and occasionally remote locations

 

Location:

·         Our office is located at the Istanbul Free Zone near Ataturk Airport (Old Airport)