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User Support Coordinator - Ethiopia



Customer Service
Addis Ababa, Ethiopia
Posted on Wednesday, April 24, 2024

Simprints is a nonprofit tech company that aims to radically increase transparency and effectiveness in global development. We build ethical, inclusive digital ID powered by biometrics to ensure that every vaccine, every dollar, and every public good reaches the people who need them most. Simprints partners with organizations like Gavi to boost immunisation rates in developing countries, Ministries of Health like Ghana on pandemic response, and NGOs like BRAC to deliver maternal healthcare. Studies have shown Simprints increases impact through real-time, precision data, for example, increasing maternal health visits by 38% in Bangladesh or accurate HIV tracing by 62% in Malawi. Today, we’ve worked in over 17 countries, helping deliver health, aid, and finance to >2.5M people.

About the Role

To support a project to achieve its goal of intensifying the clearance of the Trachomatous Trichiasis (TT) backlog in Ethiopia, Simprints seeks a dedicated and proactive User Support Coordinator to join our team in Addis Ababa, Ethiopia. In this role, you will work closely with the implementation partner and Simprints and will be responsible for providing comprehensive user support for Simprints' biometric solutions implemented in local projects. This will involve travelling to remote clinics to support and train health workers who are the front-line users of Simprints technology, whilst also providing project support on all reporting, troubleshooting, analytics requirements.


The consultant will be required to travel within the districts in the Oromia, Amhara, SNNPR , Sidama Region.

Specific Tasks

  • User Support: Serve as the primary point of contact for users (Integrated Eye Care Workers( of Simprints' biometric solution. Provide hands-on support, troubleshooting, and training to ensure optimal utilization of the technology.
  • Project Performance: Monitor usage and performance, identify and coach low-performing users, and in collaboration with our partner, carry out targeted field support visits to sites with low-performance
  • Technical Assistance: Collaborate closely with Simprints' team to resolve user issues promptly and effectively. Escalate technical challenges to Simprint’s Project Manager as needed and follow up to ensure timely resolution.
  • Documentation and Reporting: Maintain accurate records of user feedback, support requests, and resolutions. Generate regular reports on user support activities, including trends, challenges, and recommendations for improvement.
  • Data Management: Support our partner in managing their data platform - SurveyCTO. Act as a liaison with Simprints' internal team to address any data-related issues or concerns effectively.
  • Community Engagement: Foster positive relationships with project stakeholders, including Orbis International staff, local supervisors, and MoH focal point. Gather feedback from end-users to inform product development and enhancement efforts.

Duration of the Assignment

  • This assignment is for an initial period of 20 months i.e., up to March 2026


Your salary expectations will be discussed with the Talent Partner on your initial call.