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SMSI · Accra, Ghana

JR CUSTOMER SUPPORT AND ANALYST

Passionate about tech and helping users? Join ECOM as a Junior Customer Support & Analyst to support digital tools driving traceability across Africa and solve real user issues.

Ready to be part of a global organization shaping the future of sustainable supply chains? Join ECOM Trading as a Junior Customer Support & Analyst in our First Mile team in Accra.

At ECOM, we go beyond commodities—we build transparent, traceable, and sustainable supply chains that empower farming communities worldwide. Through our innovative First Mile initiative, we leverage digital tools and smart data systems to drive efficiency, compliance, and real impact at origin level. This is your opportunity to be at the forefront of innovation, sustainability, and global collaboration, where your work truly makes a difference.

The ideal candidate should hold a degree in IT or a related field, with at least three years’ experience in end-user support, strong communication and problem-solving skills, and knowledge of ITIL, Azure/DevOps, and Excel. Experience in user training, documentation, and tools like ServiceNow, as well as additional language skills such as French, will be an added advantage.

About the Role

The Junior Customer Support & Analyst provides first-level support, training and documentation based on feedback provided by origins to and from internal users that uses the First Mile digital tools across the Africa Region.

Primary duties and responsibilities:

  • Provide training, demos and retraining if necessary to end users

  • Provide support to customers who work with the tool.

  • L0 (Customer support) ticket resolution as per the SLAs agreed and tracking L1/2, and L3 tickets.

  • Weekly and monthly report based on ticketing system.

  • Investigate issues presented by users with the pertinent documentation

  • Join and manage calls with end users per country for biweekly follow up.

  • Give feedback to the users on the status of the tool

Department
SMSI
Locations
Accra, Ghana
SMSI · Accra, Ghana

JR CUSTOMER SUPPORT AND ANALYST

Passionate about tech and helping users? Join ECOM as a Junior Customer Support & Analyst to support digital tools driving traceability across Africa and solve real user issues.

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