Junior Customer Support & Analyst

Role overview

ECOM Trading is looking for a Junior Customer Support & Analyst to join its First Mile team in Accra, supporting digital tools used across the Africa region. The role sits within a global business focused on building transparent, traceable, and sustainable supply chains that create value for farming communities. It offers a chance to contribute to innovation, data-driven operations, and sustainability at origin level.

What the role involves

This position is focused on frontline support, user enablement, and documentation for internal and external users working with First Mile tools. You will help resolve issues, coordinate escalations, share tool updates, and ensure users receive the guidance they need to work effectively.

Key duties

• Deliver user training sessions, demonstrations, and refresher training when required.
• Assist customers and users who rely on the tool for their day-to-day work.
• Handle L0 support tickets in line with agreed service levels while monitoring L1/L2 and L3 cases.
• Prepare weekly and monthly reports from the ticketing platform.
• Review user-reported issues and cross-check them against the relevant documentation.
• Participate in and coordinate biweekly follow-up calls with end users in each country.
• Share updates with users regarding the current status of the tool.

Profile and experience

The employer is seeking a candidate with a degree in IT or a closely related discipline and at least 3 years of experience in end-user support. Strong communication and problem-solving ability are essential, along with familiarity with ITIL, Azure/DevOps, and Excel. Experience with user training, documentation, and ServiceNow is considered an advantage. Knowledge of French or other additional languages will also be beneficial.

Additional information

This is a full-time, onsite role based in Accra, Greater Accra Region, Ghana.