Junior Technical Customer Support

3 days ago

Cape Town, Western Cape, South Africa BEEM Full time
Junior Technical Support & Data Associate

BEEM City of Cape Town, Western Cape, South Africa

Position: Junior Technical Support & Data Associate

Overview

We are looking for a Junior Technical Customer Support & Data Associate to be the first point of contact for customers integrating with our BEEM API and using our Portal. In addition to your primary role of assisting customers with basic technical queries, you will also support the CFO and CEO with routine data tasks, including simple data manipulation, reporting, and light visualization.

Key Responsibilities

Junior Technical Support (Primary Function)

  • Provide front-line assistance for basic API integration and usage questions (e.g., setting up credentials, testing endpoints, handling simple errors).
  • Guide customers through the Portal's features, ensuring they can navigate and utilize the system effectively.
  • Document all incoming issues in the ticketing system, troubleshoot as far as possible, and escalate complex cases to senior technical support.
  • Monitor support channels (email, chat, etc.) to maintain quick response times and high customer satisfaction.

Data Support for CFO & CEO (Secondary Function)

  • Assist in gathering and organizing data for regular financial and operational reports.
  • Perform basic data manipulation (e.g., cleaning, formatting, updating spreadsheets or other relevant tools).
  • Create simple visuals or dashboards (e.g., in Excel, Google Sheets, or a beginner-friendly BI tool) to help executives interpret data effectively.
  • Collaborate with the finance team to ensure accuracy in all reporting and data tasks.
  • Contribute to customer FAQs, how-to articles, and knowledge base documents to empower self-service support.
  • Update internal references on routine data processes to streamline CFO/CEO requests.
  • Gather feedback from customers and internal stakeholders, sharing insights to improve product features or support workflows.

Cross-Functional Collaboration

  • Work closely with the engineering team when escalating tickets that require deeper technical analysis.
  • Coordinate with finance/operations to understand and deliver on data-reporting needs for executive stakeholders.
  • Communicate progress, potential risks, or bottlenecks to relevant parties in a timely manner.

Required Qualifications & Skills

Education & Background

  • High school diploma or equivalent required; some post-secondary education (in IT, Computer Science, Information Systems, or Finance) is a plus.
  • Previous experience (internships, part-time work, or volunteer) in a customer-facing or data-handling role is helpful but not mandatory.

Technical Aptitude for Customer Support

  • Basic understanding of APIs (REST principles, authentication methods) is beneficial—or strong willingness to learn quickly.
  • Comfortable troubleshooting common user errors (e.g., login issues, credential setup) and explaining simple technical concepts to non-experts.
  • Familiarity with ticketing systems (Zendesk, Freshdesk, etc.) a plus.

Data Skills

  • Proficiency in spreadsheet applications (Excel or Google Sheets): able to perform sorting, filtering, basic formulas, and data formatting.
  • Interest in or basic experience with data visualization (e.g., charts, pivot tables, beginner-friendly BI tools).
  • Detail-oriented approach to ensure accuracy when managing financial or operational data.

Communication & Interpersonal Skills

  • Strong written and verbal communication to handle customer queries and summarize data findings for executives.
  • Patient, empathetic, and able to adapt explanations to different audiences (technical, non-technical, executive).

Organization & Time Management

  • Ability to juggle multiple support tickets alongside data tasks for leadership.
  • Proven track record (even from school or extracurricular projects) of meeting deadlines and staying organized.

Growth Mindset

  • Eager to learn new technologies and expand data/analysis skills.
  • Open to feedback and coaching from more experienced team members.

Nice-to-Have Skills

  • Basic scripting or automation knowledge (e.g., Excel macros, Google Apps Script).
  • Familiarity with simple data visualization tools (e.g., Power BI, Tableau, or Google Data Studio).
  • Experience in a SaaS or API-driven environment.

Personal Attributes

  • Team-Player: Collaborates well across different departments (Support, Finance, Engineering).
  • Problem-Solver: Resourceful in finding solutions or workarounds for simple technical glitches.
  • Professional & Reliable: Maintains confidentiality when handling executive-level data and builds trust through consistent follow-through.

What We Offer

  • Competitive entry-level salary tailored to the candidate's experience and skill set.
  • Mentorship from senior staff, providing ample opportunity for professional growth.
  • A supportive, team-oriented culture that values continuous learning and collaboration.
Seniority level
  • Entry level
Employment type
  • Contract
Job function
  • Information Technology
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