Product Associate at Fenix International

Location: VI, Lagos
Department: Product Development
Type: Full Time
Min. Experience: Entry Level

Description of the Job

• Fenix International is looking for a dynamic, motivated and disciplined person with a passion for entrepreneurship, renewable energies and financial inclusion to join the team in Nigeria.
• Reporting to the Product Portfolio Manager of ENGIE Fenix Nigeria, the Product Associate will mainly ensure the documentation and resolution of product related technical problems, the training of field agents and field research within of a dynamic start-up that evolves at the borders of renewable energy and payment technologies mobile.

Main Responsibilities

• Assist Service Centers and Customer Service Units in problem solving (high-level technical Support) in conjunction with the Solar Home Systems engineering team based in Kampala (Uganda).
• Conduct training on Products and 1st level Technical problem solving for operational agents (SEAs, QRAs and CSUs).
• Ensure regular updates of training materials, operating procedures, training guides and technical documents related to the Solar Home Systems.
• Assist the Product Portfolio Manager in carrying out field studies on the product ranges and user behavior.
• Assist the Product Portfolio Manager in the monitoring of key indicators during the launches of the new products.
• Prepare detailed Product related reports as required by the Product Portfolio Manager.

Details
Technical:

• Must understand product ideation and development processes.
• Must be able to qualify and quantify the technical failures on our products by utilizing information from various sources (Service Center, Sales teams, Call center)
• Actively listen and document customer recommendations on product evolution.
• Prepare periodic product related reports for key stakeholders.
• Provide technical support to CX team on 2nd level technical issues, liaising with the Ugandan technical product team

Training:

• Training of sales teams to ensure adequate knowledge of first level support across the regions.
• Regularly update/document FAQs and other knowledge materials based on newly identified product issues including post product launch challenges.

Requirements
Skills and experience required:

• Good MS Office skills (Word, Excel, PowerPoint)
• Good analytical, incident resolution and product management skills
• Demonstrated experience in Sub-Saharan Africa, ideally in Nigeria
• Strong commitment to serving the needs and improving the quality of life of rural households in Nigeria
• Ability to collaborate with multidisciplinary and diverse teams
• Proficiency in English (written and spoken).

Desired skills and experience:

• Experience with Tableau, SQL or other visualization or data management tools
• Experience in writing technical support and user guide on products
• Knowledge of mobile payment methods (USSD, Pay As You Go ...)
• Excellent command of English.