Are you eager to work in a great team and share knowledge? Do you like problem analysis and solving? Do you have a solution oriented and proactive attitude? Jumia Porto Tech Center is for you!

What you will be doing:

• Provide support services to Jumia's platform users in all countries, reviewing and analyzing reported issues.
• Provide guidance to users to allow them to solve or bypass issues
• Propose alternative actions whenever possible, researching viable paths, liaising with remaining Jumia team members whenever needed
• Perform root-cause analyses to pinpoint issue's causes, reviewing and analyzing symptoms
• Create or follow up tickets on Jumia's HelpCenter, providing a unified point of access to all information pertaining to reported issues
• Monitor Jumia?s support chat rooms and interact with users whenever they request assistance
• Identify knowledge gaps at the user community and organize focused training sessions to mitigate them
• Identify documentation needs from the user community and produce or organize the production of related materials
• Identify and escalate priority issues per Client specifications
• Redirect problems to appropriate resources based on their criticality
• Follow up and make scheduled callbacks to customers where necessary

What we are looking for:

• Knowledge of relevant software computer applications and equipment
• Knowledge of customer service principles and practices
• Effective listening skills
• Willingness to cooperate with others and work to the greater good
• Multi-tasking capabilities
• Demonstrated proficiency in typing and grammar
• Higher education in either IT or equivalent
• Proficiency in English, both written and verbal, clearly and accurately

About Jumia

Jumia is a leading e-commerce platform in Africa. Our marketplace is supported by our proprietary logistics business, Jumia Logistics, and our digital payment and fintech platform, JumiaPay. Jumia Logistics enables the seamless delivery of millions of packages while JumiaPay facilitates online payments and the distribution of a broad range of digital and financial services.
We are fueled by the belief that technology has the potential to transform everyday life in Africa, for the better. We built Jumia to help consumers access millions of goods and services

conveniently and at the best prices while opening up a new way for sellers to reach consumers and grow their businesses. Jumia counts over 5,000 people across more than 10 countries, a diverse group of talent with different backgrounds, experiences and perspectives, driven by a common ambition to help build the digital future of Africa. Africa is one of the fastest growing economies in the world, offering excellent opportunities in a vibrant and booming environment. Its economic growth has enabled innovative businesses to flourish and this is where Jumia steps in. We are currently looking for talented people with a passion for emerging markets and Africa to join our team and embark on our exciting journey.

Jumia in Porto

At Jumia Porto Tech Center we boast over 16 different nationalities. We have around 350 employees from several business areas, from IT, to Finance, to HR. The IT team represents 75% of it, so as you can see we are a major tech company, and as a Tech company, we share an innovative spirit. At Jumia PTC you will work under the most updated technologies and work methodologies. We are great fans of Agile philosophy and we aim to keep things simple but smart. Also, for Jumia, technology relates with improvement for our world. We see technology as something we need to put purpose into. Our mission is to leverage technology to improve everyday life in Africa and we do it by delivering convenient and affordable online services to consumers, helping them fulfill basic everyday needs. And while we?re present in Africa, we get to take the African economy online, helping small and large businesses grow and reach new consumers. This is what drives our day to day decisions. :)

We are looking for great people to join our amazing teams and celebrate our achievements. At Jumia we work hard, but we do Tech With Purpose!

We offer you a career with

• A unique experience in an entrepreneurial, yet structured environment
• The opportunity to become part of a highly professional and dynamic team working around the world
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures

And even more for our Jumees

• Attractive bonus scheme
• Free access to Udemy for Business for an unlimited training experience
• A great work life balance: hybrid work week; additional vacation day in December
• Caring perks: individual private health insurance, dental insurance, discounted gym membership, parental bonus
• Fun at work: company events, quarterly team building, drinks and snacks.