Product Support Assistant - Incourage

Location: Nairobi, Kenya
Job Type: Full-Time
Experience Level: Entry Level

About the Role:
The Product Support Assistant role offers a unique opportunity to gain hands-on experience in the insurance industry while developing essential skills in product support. This position involves working with the product team, customer service, and end users to enhance the app's functionality and ensure an excellent user experience.

Key Responsibilities:

• On-App Training: Conduct training sessions for Agency Leaders (ALs), Agents, and Branch Consultants to ensure they understand how to use the app effectively.

• Issue Resolution: Serve as the first line of support for app-related questions, troubleshooting, and resolving issues quickly.

• Onboarding Facilitation: Facilitate the onboarding process for insurance agencies and Agency Leaders onto the app.

• Business Relationships: Strategically maintain and enhance business relationships with branches.

• Feedback Collection: Gather feedback from users to identify potential app improvements and communicate with the development team.

• Documentation: Create and maintain training materials, guides, and FAQs to assist app users.

• Collaboration: Work closely with the product team and customer service teams to ensure a seamless user experience.

Requirements:

• A bachelor’s degree in business, finance, insurance, marketing, or a related field is preferred.

• Experience in product support, customer service, or training.

• Ability to troubleshoot technical issues and find quick solutions.

• Strong passion for enhancing customer experience.

• Enthusiasm for collaborating in improving the application.

• A solid understanding of the insurance industry, including different types of insurance products, coverage options, and basic principles of risk management.

• Previous experience in customer service, account management, or a related field is preferred. Experience in the insurance industry is necessary.

• Strong communication skills, both written and verbal.

• Ability to analyze and solve problems efficiently.

• A customer-centric mindset with a genuine commitment to providing excellent service.

• Strong organizational skills to manage client portfolios, track communications, and ensure that policy renewals and other deadlines are met.

• Familiarity with customer relationship management (CRM) software and other relevant tools used in the insurance industry.

• Familiarity with mobile apps and a strong understanding of onboarding processes.

• Ability to adapt to changes in the insurance landscape, including policy updates, industry trends, and regulatory changes.

Application Process:
Apply through our website: Product Support Assistant - Incourage Careers.

Note: Only shortlisted candidates will be contacted.

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