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Kenya-born Gladys Mbogo is a Customer Experience Specialist with experience in the information technology and services industry. Her foundations in marketing, customer service and fintech gave her the necessary skills and customer-centric mindset needed to work in marketing automation and tech support at ALX and The ROOM. To succeed in tech, Gladys believes the secret lies in developing key attributes such as perseverance, confidence, and a passion for life-long learning.
Can you share a bit about your background, and how it led you to your current position at ALX?
I started my journey with a degree in Marketing. Afterwards, I worked as a customer service agent – an experience that gave me a solid foundation in customer support and taught me valuable communication skills. My customer support skills grew at a fintech company, where I worked closely with software developers, causing my role to evolve into tech support.
I really enjoyed gaining a deeper understanding of technology and some of the tools required, but I unfortunately lost my role at the company at the start of the COVID-19 pandemic. Luckily, the opportunity to join ALX as a Tech Escalation Specialist came soon enough, allowing me to apply my previous experience and knowledge to improve the customer journey there. I am thankful for my former team leader, Joshua Metcalfe Parsons, who encouraged cross-functional collaboration and knowledge-sharing which led me to improve my knowledge about automation.
What motivated you to enter the tech field and pursue a career in this space?
I am passionate about new innovations and the problems that can be solved by tech. Also, I love solving puzzles!
What are some of your key responsibilities at ALX?
I provide customer support, which involves analysing customer issues, troubleshooting, and resolving complaints. I clean and organise data that is used for email campaigns, build forms, provide tech support and create access for some of the tools our team uses.
What do you love most about your work?
Firstly, I love helping people. One of the most rewarding aspects of tech support is being able to help people with their technical issues. I also love the constant learning and opportunity to develop new skills. Finally, I enjoy the teamwork involved and how it allows me to build relationships, since tech support often requires collaboration and communication with other team members.
Why do you believe it’s important for more women to get into tech and gain tech skills?
I believe women can bring a fresh approach and offer unique perspectives to address challenges, solve problems and design new products.
Who has played an important role in supporting your career journey?
My current manager at ALX as well as my former manager. They have both given me room to grow in different areas, and are always there to give me guidance. They also know when to step in when I’m stuck and push me because they see my potential; this has really improved my self-confidence.
What excites you about the future of technology and innovation in Africa?
There are many things that excite me about the future of technology. Firstly, the youth population. Young people tend to be tech-savvy and open to new ideas. Because they make up the majority of the population on the continent, there is a lot of potential for innovation and technological advancement. Secondly, technopreneurship. The growing culture of entrepreneurship in Africa has given rise to many tech-related startups and innovation hubs that hold promise for tackling the continent’s major challenges. Finally, I look forward to the digital transformation of industries and economies. It’s progressing at an exponential rate in Africa and creating new jobs and advancing economic growth.
What do you see as some of the biggest opportunities for women in tech today, and in the future?
The tech industry has been male-dominated for a long time, but the tide is turning. With remote work becoming more common, women have access to more opportunities to work in companies all over the world. Organisations are also now more concerned about diversity and inclusion, and this opens up women and underrepresented groups to more tech opportunities. Now, women with the right skills and expertise can secure high-paying tech jobs with greater ease.
What mindset do you believe is critical for women in tech to succeed in their journeys?
Perseverance. Women in tech may face various challenges such as gender bias or imposter syndrome. Having the perseverance to overcome these challenges and continue working towards their goals is essential. Secondly, continuous learning. The tech industry is constantly evolving, and staying up-to-date with the latest trends and technologies is crucial. Having a growth mindset and a willingness to learn is essential for success in this field. Finally, confidence. Women in tech need to have confidence in their abilities and their ideas. They should not be afraid to speak up and share their thoughts and opinions – even if they are the only women in the room.
What advice would you give to young women considering a career in tech?
Believe in yourself, seek out role models, find the way of working that best suits you, build your community of like-minded people who challenge you to grow, learn as much as you can, and – amidst all these – stay humble.
ALX develops well-rounded tech professionals who are equipped with both the technical proficiencies and soft skills that will enable them to thrive in the future of work. If, like Gladys, you want to work in an impactful tech role that allows you to help and collaborate with people, the ALX Salesforce Administrator programme might be for you. Learn more about it here.
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