Technical Support Officer

Technical Support Officer

Role Purpose
To provide day-to-day technical support for our platform, ensuring that schools, parents, drivers, attendants, and KABU staff can use the system effectively and that technical issues are identified and resolved quickly.

Key Responsibilities

• Provide technical support to schools, parents, drivers, attendants, and KABU staff using the platform.
• Assist with account creation, login issues, password resets, user access, and profile management.
• Support the onboarding and setup of schools, routes, buses, drivers, students, and authorized administrators.
• Monitor and troubleshoot issues relating to GPS tracking, trip status, notifications, attendance, and route information.
• Support drivers and attendants with the SafeBus mobile application and provide basic app orientation.
• Escalate software bugs, system errors, connectivity problems, and other technical issues to the appropriate technical/development team.
• Maintain a record of reported technical issues, resolutions, and recurring problems.
• Assist with system testing, updates, and new feature deployment.
• Support the KABU Super Admin with user permissions and platform administration.
• Ensure technical issues affecting school transportation operations are handled promptly.
• Prepare simple technical guides and FAQs for users where necessary.
• Work closely with Operations, Customer Success, and Management to ensure smooth service delivery.

Key Performance Areas (KPIs)

• Fast response and resolution of technical issues.
• Successful school and user onboarding.
• Platform availability and operational reliability.
• Accurate user and system administration.
• Reduction of recurring technical issues.
• User satisfaction with technical support.

Reporting To: Technical Lead / Executive Director
Department: Technology & Operations
Employment Type: Full-time / Contract, depending on KABU's staffing structure.

Work Location: Hybrid remote in Lekki