About Company
Econet Wireless Zimbabwe is a leading telecommunications company in Zimbabwe, and a subsidiary of the larger Econet Group. We are at the forefront of innovation, driving digital transformation and connectivity across the nation. With a commitment to empowering communities through technology, Econet Wireless provides a comprehensive suite of services including mobile voice, data, broadband, and a growing portfolio of digital lifestyle products. Our vision extends to leveraging technology for social good, and healthcare innovation, including telehealth, is a key area of focus as we strive to enhance access to essential services for all Zimbabweans. Joining Econet means becoming part of a dynamic team dedicated to making a tangible difference in millions of lives daily through impactful and sustainable solutions.
Job Description
Are you passionate about technology and healthcare? Do you thrive in a role where you can make a direct impact on people’s lives? Econet Wireless Zimbabwe is seeking a dedicated and empathetic Telehealth Support Assistant to join our innovative team in Mashonaland West Province. In this critical role, you will be the frontline support for our cutting-edge telehealth services, ensuring seamless access and positive experiences for both patients and healthcare providers. You will play a pivotal role in guiding users through our virtual consultation platforms, troubleshooting technical issues, and providing administrative assistance. This position demands a blend of technical aptitude, exceptional communication skills, and a genuine commitment to customer service. If you are a problem-solver with a heart for helping others leverage technology for better health outcomes, we encourage you to apply and contribute to revolutionizing healthcare access in Zimbabwe.
Key Responsibilities
- Provide first-level technical and administrative support for all telehealth platforms and services.
- Assist patients and healthcare providers with platform navigation, scheduling virtual appointments, and understanding service features.
- Manage incoming inquiries via phone, email, and chat, addressing user concerns and providing prompt resolutions.
- Perform basic troubleshooting for common technical issues related to connectivity, audio/video, and application functionality.
- Accurately document all interactions, support tickets, and resolutions in the designated system.
- Escalate complex technical, clinical, or service-related issues to appropriate senior support or medical personnel.
- Maintain strict confidentiality and adhere to all data privacy regulations concerning patient information.
- Educate users on the benefits of telehealth and guide them through the process of setting up and utilizing virtual care.
- Contribute to the development of user guides, FAQs, and support documentation to enhance user self-service.
- Collaborate with internal teams to identify trends, suggest improvements, and enhance the overall telehealth user experience.
Required Skills
- Excellent verbal and written communication skills in English, with the ability to explain technical concepts clearly and patiently.
- Proficiency in using computer systems, web browsers, and standard office software (e.g., Microsoft Office Suite).
- Strong problem-solving abilities and a meticulous attention to detail.
- Demonstrated empathy and patience when interacting with diverse user groups, including those who may be technologically challenged.
- Ability to work effectively and efficiently in a fast-paced, customer-focused environment.
- Basic understanding of telecommunication technologies and internet connectivity.
- High school diploma or equivalent.
Preferred Qualifications
- A diploma or degree in Information Technology, Healthcare Administration, Customer Service, or a related field.
- Previous experience (1+ years) in a customer service, technical support, or healthcare administrative role.
- Familiarity with telehealth platforms, electronic health records (EHR) systems, or other medical software.
- Fluency in additional local languages such as Shona and Ndebele.
- Experience working in a call center or help desk environment.
Perks & Benefits
- Competitive salary package commensurate with experience and qualifications.
- Comprehensive health and wellness benefits for employees and their dependents.
- Opportunities for professional development, training, and career advancement within a leading technology company.
- A vibrant, supportive, and innovative work environment.
- Employee wellness programs and initiatives.
- Access to cutting-edge technology and tools.
- Contribution to a service that genuinely improves community health access.
How to Apply
Interested candidates are encouraged to apply by clicking on the application link below. Please ensure your CV and cover letter clearly highlight your relevant experience and why you are a great fit for this role at Econet Wireless Zimbabwe. Only shortlisted candidates will be contacted for interviews.