Product Support Specialist

2 weeks ago

Cape Town, Western Cape, South Africa FYXER Full time
Who we are

FYXER LTD is an all-encompassing business and executive assistant support service. It was set up by brothers Richard and Archie Hollingsworth in 2015 to offer executives and businesses a holistic service rather than a single employee and support staff, flexible and remote working.

FYXER enables business leaders to focus on what matters most. In a hybrid working world, our unique combination of great people and agile technology helps some of the fastest-growing companies reach their full potential and change the world of tomorrow.

However, FYXER is more than just a service provider. Beyond this, we become a client's critical business partner, coach to its executives (and management teams), and champion for its mission.

Why choose us

We believe that you should be able to live your life, without sacrificing your career.

  • We are location-independent and lifestyle-inclusive (parenting, snowboarding, side hustles)
  • We have casual agreements which allow for remote working arrangements
  • We have a wide range of clients which means you can get exposure to multiple industries, stakeholders, tech, processes and ways of working
  • We're exceptionally fast-paced and ever-changing. If you love the hustle, you'll fit right in
  • We put our clients first but we're also part of the FYXER community - a unique and special global group that wants to live a life out of the ordinary

Our client is looking for an exceptional member to join their team temporarily:

The company is a leading workplace wellbeing platform on a mission to create mentally healthy workplaces where employees can flourish.

The Role: Product Support Specialist

The company is seeking a Product Support Specialist excited to play an integral role in their growth and success. The role involves creating an efficient, professional, and outstanding customer experience by providing high-level support and implementing new processes with AI-driven support technology.

The role will be short-term whilst they seek a permanent member to join their team.

Requirements

The Opportunity

Key Responsibilities:

  • Provide exceptional support, ensuring high levels of satisfaction and swift resolution of inquiries.
  • Master various platforms to troubleshoot and triage issues proficiently.
  • Drive service improvement by building processes and leveraging the latest support technologies.
  • Collaborate cross-functionally with various teams to achieve results.
  • Take ownership of projects that contribute to the success and scalability of the support function.
  • Thrive in a fast-paced environment, translating technical concepts for non-technical end users.

Skills and Experience:

Must Haves:

  • Previous technical support experience with skills in troubleshooting and triaging issues.
  • An inquisitive mind, a thirst for knowledge, and the ability to think outside the box.
  • Passion for mental health, tech-for-good, and improving people's lives.
  • Comfortable working in an environment characterized by rapid growth, constant change, and uncertainty.

Great to Haves:

  • Previous startup experience, particularly during global expansion.
  • Experience within a software business or SaaS environment.
  • Experience in authoring knowledge base articles.
  • Strong project management skills and the ability to implement processes effectively.
  • Familiarity with customer support/ticketing platforms (e.g., Zendesk or Intercom).

Time zone requirements

  • Flexibility to work remotely in UK and/or EST time zones

Working hour requirements

  • We're looking for individuals who have immediate availability
  • Hours will be on a shift basis and a short-term full-time project
  • Willing to work occasional weekend shifts

Benefits

What we offer
  • £12 per hour

Diversity & Inclusion

FYXER recognises the benefits of a diverse workforce and strives to be an inclusive organisation. We are committed to treating everyone with dignity and respect regardless of race, culture, gender, disability, age, sexual orientation, religion or belief and we promote diversity of thought. We would appreciate your help to enable us to measure the diversity within our recruitment process. Completing this form is voluntary and the information provided will remain anonymous. Please submit your information here.

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