Customer Support Analyst

2 weeks ago


Cape Town, Western Cape, South Africa QuicklySign Pty Ltd Full time

Below is a detailed description of the key accountabilities that you need to meet as well as their indicators of effectiveness.


Key Accountabilities

Indicators of Effectiveness (Metric)
All leads captured into CRM system

  • All leads from any other source are visible in CRM and actively maintained and categorised.
Pipedrive updated daily

  • All deals in Main pipeline have a "next activity" setup
  • All activities completed by due date
  • All completed activities have notes describing details of the activity undertaken
Conversion ratios well understood and top of mind

  • Weekly goal sheet updated with past 3 months' conversion ratios
  • Currently 49% of deals must converted to sale
Support Response Time

Customer Onboarding

  • Call newly signed up customers within 8 hours of signup
  • Arrange a demonstration within the first week of signup
  • Document feature requests and communicate effectively to product team
  • Low churn rate within first 3 months (3% or less)
Test Software- Respond to and test new features within 8 hours of receiving request.

OPTION:
Develop and maintain support documentation

  • Videos
  • Gifs
  • Support documentation
  • Outbound communications
  • No stale documentation on help sites
  • Customers utilise the support software and rate the support assets highly
  • New features support documentation added within two weeks of feature being developed
  • Maintaining outbound campaign templates e.g. in Intercom.
  • New features have outbound notifications within two weeks of deployment.
Training Sessions

  • Conduct training sessions for customers, both oneonone and in groups.
  • Metric: High customer satisfaction ratings after training

OPTION:
Customer Success

  • Contact 5 customers per week to ensure that they're getting the most out of QuicklySign
  • High NPS score.

Required skills

  • Knowledge:
  • General computer literacy
  • Tech Savvy

Skills:

  • Good communication, both verbal and written
  • Able to troubleshoot issues
  • Selfstarter
  • Work independently
  • Organised efficiently plans and prioritises

Benefits

  • Work remotely
  • Small team
  • Fast growing company
  • Great clients


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