Customer Support Intern

Position Overview

This position offers a great opportunity for career growth within the Ethiopian Securities Exchange.

Key Responsibilities

Customer Communication

• Receive and respond to phone calls from investors, potential issuers, market participants, and the public regarding ESX services
• Provide clear and accurate information about ESX services and general operations
• Explain investor registration and participation in the capital market
• Assist callers in accessing ESX digital platforms, including the Neway ESX App
• Guide callers step-by-step in navigating digital services, such as ESX Academy and Neway ESX App

Issue Identification and Resolution

• Identify and document user-reported issues, complaints, or technical difficulties related to ESX services and platforms
• Report unresolved issues or technical problems to the appropriate ESX teams (technical, operations, or communications)

Technical Support

• Assist callers in troubleshooting common problems including login difficulties, password resets, and navigation challenges on ESX platforms
• Help users understand basic features and services offered by ESX

Documentation and Reporting

• Maintain documented records of user inquiries, issues, and resolutions
• Provide periodic summaries (daily or weekly) highlighting common user questions, recurring issues, and areas requiring further clarification or improvement

User Experience Feedback

• Provide feedback to the ESX team regarding recurring user challenges or usability concerns