Call Center, Help Desk Officers (15 Positions)

Location: Addis Ababa, Ethiopia

Organization: National Election Board of Ethiopia (NEBE)

Deadline: September 30, 2025

Job Description

ORGANIZATIONAL OVERVIEW

The National Election Board of Ethiopia (NEBE), re-established by proclamation No. 1133/2011, is the constitutionally mandated body to conduct elections, organize referendum and regulate political parties in Ethiopia. NEBE is working to boost its’ institutional strength with a special focus on the enhancement of human resource capacity. Accordingly, NEBE would like to invite applicants for the Call Center, Help Desk Officer position who meet the following requirements.

Required number: Fifteen

Reports to: Help Desk Supervisor / Call Center Manager

Duty station: Addis Ababa

Duration: Contract (six months)

Job Summary

A Call Center Help Desk Officer is responsible for providing first-level technical and administrative support to clients via phone, email, and live chat. Handle troubleshooting issues, escalate complex problems, and ensure timely resolution while maintaining excellent service standards.

Duties and responsibilities

Customer Support & Issue Resolution
- Respond to customer inquiries via phone, email, chat, or ticketing systems (e.g., Zen desk, Fresh desk).
- Troubleshoot and resolve technical issues (password resets, software errors, connectivity problems).
- Guide users through step-by-step solutions with clear communication.
Ticket Management & Escalation
- Log, track, and prioritize support tickets in help desk software (ServiceNow, Jira).
- Escalate unresolved issues to Level 2/3 support or IT teams with detailed documentation.
Process Adherence & Documentation
- Follow call center scripts, FAQs, and knowledge bases for consistent service.
- Maintain records of customer interactions and solutions for future reference.
Customer Satisfaction & Retention
- Deliver polite, patient, and professional support to enhance user experience.
- Collect customer feedback and report recurring issues to management.

About You

Education and Work Experience:

BSC degree in Computer Science, Computer Engineering, Software Engineering, Information Science, or any other related field.
1 year of experience in the same job position.

Know-How (Skills) (Technical competencies):

Basic understanding of IT troubleshooting (hardware/software, networks, OS like Windows/macOS).
Familiarity with remote desktop tools (TeamViewer, AnyDesk) and CRM systems.
Typing speed of 30+ WPM with accuracy.
Excellent verbal/written communication and active listening.
Patience and empathy when dealing with frustrated customers.
Ability to multitask (handle calls while logging tickets).
Knowledge of Tigray, Afar, Somali, and any Local Languages is an added advantage

Required Skills

Communication
Stress management

How to Apply

INTERESTED APPLICANTS ARE INVITED TO SEND NON-RETURNABLE:

Application letter that explains why you fit the post, an updated CV, and three work-related referees;
Application letter & resume should be saved by the full name of applicant.
Only short-listed candidates will be contacted for further screening.
Those who are interested can only apply through ethiojobs.net within 10 days of this announcement.
https://nebe-election.org/apply, within 10 days from this announcement.

Note: – Vacancies will be reviewed on a rolling basis, and qualified candidates might be contacted before the closing date for assessment. Please also note that we might close the vacancy before the deadline if we find qualified candidates.

Female candidates are encouraged to apply!

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