![Onsight](https://media.trabajo.org/img/noimg.jpg)
Customer Support Specialist
2 weeks ago
The opportunity
Onsight is passionate about helping improve companies' top line performance with exceptional software products recognized for simplicity, functionality, and user experience.
The organisation's commitment to learning and growth is the foundation to building and delivering exceptional software products globally with world-leading technical skills.
If you value a team-orientated, collaborative work-from-home environment; where respect, ethics and integrity are important; and where you want your contribution to count; then Onsight has you in sight.
Tasks and Responsibilities
As a Support Specialist, you will be responsible for providing exceptional customer service to our SaaS business clients, resolving technical issues, and assisting with product inquiries.
You will work closely with the customer success team, as well as with the development and sales teams, to ensure our clients have a positive experience with our product.
- Troubleshoot technical issues and work with the development team to resolve complex issues
- Provide ongoing support to customers during their subscription lifecycle, including onboarding, training, and renewal
- Document customer interactions and maintain accurate records of customer issues and resolutions
- Collaborate with the customer success team to identify and escalate critical issues or areas of improvement
- Assist with product inquiries and feedback from customers, and share insights with the development team to improve the product
- Identify trends and patterns in customer issues and work with the development team to address recurring issues
- Proactive engagement with nonactive users
- Communicate new features and improvements to customers
Key Functional Requirements
- Grade 12, related diploma (NQF6) or degree (NQF7) is an advantage
- 23 years customer facing experience in technical service, or support role
- Previous business experience in enterprise resource planning or logistics is a plus
- Must be proficient in the use of a PC, Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) and CRM systems
- Some understanding of ITIL in principle particularly in the Service Operation space, covering Service Desk, Incident Management, Problem Management and Knowledge Management is a plus
- Understand, read, and write English
- Ability to successfully work in a fastpaced, multitasking, agile environment
- Working hours are from 16:00 01:00 daily
- Must have a suitable fibre accessible home office in Cape Town
Key Behavioural Competencies
- Building Relationships
- Business Acumen
- Flexibility
- Willing to receive and accept new ideas, approaches, and strategies
- Oral Communication
- Problem Solving
Job Type:
Permanent
Salary:
R10,000.00 per month
Application Question(s):
- Are you prepared to work from 16:00 01:00 daily
Education:
- High School (matric) (required)
Experience:
- Technical service, or support role: 1 year (required)
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