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 our digital tools that enable transparent, traceable and sustainable supply chains across Africa.

Key responsibilities

• Deliver training, demos and refresher sessions to end‑users of First Mile digital tools.
• Provide first‑level (L0) customer support and resolve tickets according to agreed SLAs.
• Track and hand over L1, L2 and L3 tickets, ensuring timely escalation.
• Generate weekly and monthly reports from the ticketing system.
• Investigate user‑reported issues using relevant documentation.
• Organise and lead bi‑weekly calls with users in each country to follow up on progress.
• Communicate status updates and feedback to users regarding tool performance.

Required profile

• Degree in IT or a related field.
• Minimum three years of end‑user support experience.
• Strong communication and problem‑solving abilities.
• Familiarity with ITIL processes and Azure/DevOps environments.
• Experience in user training, documentation and tools such as ServiceNow.
• Additional language skills (e.g., French) are a plus.

Required skills

• ITIL
• Azure/DevOps
• Excel
• ServiceNow