User Support Coordinator

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.

Location

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.
• Minimum of 2 years experience in coordinating training, supporting end users and delivering technical training
• Preferred to have a university degree in management information system, computer science, health informatics, project management or any related disciplines.

You must be passionate about your work and have the mindset of not just ticking the box but strive to achieve impact. You are a quick learner and thrive in a fast-paced, startup environment. At the core, you must possess the following:

• Knowledge in data collection systems. You have a background in mobile data collection, working with case management systems and transactional data.
• Good analytical skills: You have experience digging into and making meaning from qualitative and quantitative data. You understand privacy and information management ethical concerns and are able to manage information management activities within ethical guidelines.
• Strong training skills. We work across multiple sectors with a variety of stakeholders. It is crucial to tailor training to audiences of varying technical literacy levels for a number of different use cases and workflows. You are comfortable conducting in-person training in resource-limited settings.
• Technical capabilities in troubleshooting and configuration. As we work on mobile data collection tools with biometrics you are expected to manage technical issues that may arise while end users use the platforms.
• Attention to detail and proactive implementation. Global development work is complex and unpredictable. To proactively anticipate risks, assess implicit requirements on top of contractual deliverables, and successfully meet ever-changing needs, you need to be able to translate a high-level idea into concrete, detailed action steps and documentation.
• Excellent stakeholder management and communication skills. You are empathetic and seek to understand different perspectives,bring clarity to ambiguous or ill-defined needs, can negotiate diplomatically, and influence across stakeholder groups to secure buy-in and alignment .
• Time management. You are organized, process-oriented, and attentive to following through on planned tasks and activities. You know how to allocate and shift resources to support team members as needed, ensuring project deliverables are met on time and on budget.
• Familiarity with community organizing: You've done grassroots organizing work yourself, or you've worked closely with on-the-ground movement builders to support and facilitate their work.
• Language & communication: Excellent verbal and written communication skills in English with experience in influencing advocacy. They are expected to be multilingual and can speak at least 1 local language in projects they are managing. If required, should be open to learning a new language.

Nice to have but not required:

• Experience configuring or implementing data collection platforms: such as DHIS2, CommCare, SurveryCTO, ODK and/or other technology platforms commonly used in global development. You are knowledgeable about, have designed, or implemented workflows common among frontline workers in development programs (e.g. health care, aid distribution, research, education).
• Understanding of technical concepts. You are able to understand at a high level the technical elements of desktop, mobile and cloud software services and applications with a specific emphasis on data concepts. You should also be able to create data flow diagrams and understand privacy impact assessments.

5 Reasons to Join Simprints

Life is short. We believe work should be inspirational, meaningful and fun. At Simprints, we’re taking on global development’s biggest challenges, powered by an amazing culture and incredible people. Work with us, and you will grow faster, learn more, and take on great responsibilities with the potential to make lasting change.

• Genuine Impact. Work directly with our partners and users to deliver technology that has the potential to impact millions of lives across the globe. At Simprints, you’ll be part of a team that is passionate about driving real change.
• An incredible, diverse team. Our work is at the intersection of technology and global development, and we’ve managed to build an amazing team drawn from all over the world. But don’t take our word for it—we’re an externally recognized Great Place to Work, part of the Flexa Top 100 Most Flexible Companies and a 2023 Best Workplace for Women.
• Mutual Flex. We champion a work culture where autonomy and trust are paramount, steering clear of mere face-time metrics. Whether it's managing life's essentials like healthcare appointments or adapting work hours to match your peak productivity times, we've got you covered. In return, we count on your reciprocal flexibility when mission-critical moments arise, like stepping up for a crucial client discussion on a Friday or tackling unexpected technical glitches beyond regular hours.
• Ultimate work-life balance. a. We offer a 4-day workweek, meaning everybody has the option to have Fridays off. b. We also offer unlimited paid annual leave which allows you to prioritize your well-being. As long as you're driving results and fostering teamwork, we encourage you to strike that perfect balance between your professional and personal life. Our commitment to this model's success is solidified through semi-annual productivity assessments with our board, ensuring that our high standards of performance are consistently met.
• Professional development. We promote continual learning and put our money where our mouth is with development plans and access to global experts through the GLG network. We also have a generous professional development budget for each colleague – “Eduprints”. Is there some training you’d like or maybe you could benefit from professional coaching? Simply provide a business case that shares your aspirations and the resources you need, and we'll do our best to support you. We care about both your development in Simprints and your holistic long-term career goals. Simprints Alumni have gone on to work for Google, USAID, Gavi the vaccine alliance, Save the Children, and other top players.

Simprints is an equal-opportunity employer. We pride ourselves in our firm commitment to improving diversity, equity, and inclusion in our workplace. We aim to attract, hire, grow, and retain the most qualified candidates regardless of race, gender, ability, religion, nationality, age, sexuality, and other differences. We encourage interested and suitable candidates who are part of underrepresented groups to apply for this position.

We are recruiting on a rolling basis for this role. With that in mind, we advise candidates to apply as soon as possible as we will be reviewing applicants on a first come, first served basis. This vacancy will be closed once a suitable candidate is identified.