Junior Customer Support & Analyst

About the role

Join ECOM Trading’s First Mile team in Accra as a Junior Customer Support & Analyst. You will be the first point of contact for users of the First Mile digital tools across the Africa region, providing training, troubleshooting, and documentation to ensure smooth operation of sustainable supply‑chain solutions.

Key responsibilities

• Deliver training sessions, demos, and retraining for end‑users of the First Mile platform.
• Provide first‑level (L0) customer support, resolve tickets within SLA, and track L1‑L3 tickets.
• Generate weekly and monthly reports from the ticketing system.
• Investigate user‑reported issues using relevant documentation.
• Organise and lead bi‑weekly calls with end‑users in each country for follow‑up.
• Communicate status updates and feedback to users regarding tool performance.

Required profile

• Degree in IT or a related field.
• Minimum three years of experience in end‑user support.
• Strong communication and problem‑solving abilities.
• Knowledge of ITIL, Azure/DevOps, and Excel.
• Experience in user training, documentation, and ServiceNow.
• Additional language skills such as French are a plus.

Required skills

• ITIL
• Azure/DevOps
• Microsoft Excel
• ServiceNow