Customer Support Analyst

6 months ago

Sandton, South Africa MagicOrange Full time

**MagicOrange So**ut**h Africa**

**About MagicOrange**

MagicOrange is a globally recognized leader in the IT Financial Management Software market, as acknowledged by Gartner. With customers and a strong presence on four continents, we are a Software as a Service (SaaS) provider in a high growth phase. Our mission is to empower individuals and organizations, making them more valuable through our innovative software solutions. We are looking for a dedicated Service Manager to join our team and contribute to our mission by ensuring our clients receive exceptional technical support utilizing HubSpot, our preferred support desk software.

**Location - Durban, KZN or Sandton, Gauteng**

**Reports to - Head of Customer Success**

**Job Summary**:
The Customer Support Analyst will play a crucial role in ensuring the success of our customers by providing prompt and efficient technical assistance and assist with delivery of the MagicOrange solution. This individual will be responsible for addressing customer inquiries, troubleshooting technical issues, and collaborating with cross functional teams to deliver high-quality solutions. Your work will directly contribute to maintaining strong client relationships and the seamless operation of our SaaS solutions, which empower organisations to optimise their financial management. This role presents growth opportunities as we scale up our Customer Support Function.

**Key Responsibilities**:

- **Support Desk Management**: Act as the primary point of contact for customer inquiries and technical support issues. Respond, investigate, trouble shoot and resolve issues in a timely manner. Becoming an Expert in HubSpot to optimise the use of the platform for customer support functions.
- **Reporting and Analytics**: Utilize data and analytics to track key support metrics, generate reports, and provide insights for continuous improvement.
- **Customer Satisfaction**: Implement strategies to enhance customer satisfaction, including monitoring and improving response times, resolution rates, and overall customer experience.
- **Process Improvement**: Continuously evaluate and refine support processes to increase efficiency and effectiveness. Identify areas for improvement and implement solutions.
- **Training and Development**: Contribute to and deliver training programs to ensure the support team is up-to-date with the latest product knowledge and customer service best practices.
- **Collaboration**: Work closely with other departments, such as Sales and Product Development, to ensure seamless communication and collaboration that contributes to an overall positive customer experience.
- **Delivery**: Collaborate with the delivery team to assist with the implementation and deployment of the MagicOrange solution. Work with the MagicOrange tool set to load customer data, configure their cost model, create allocation strategies and build out end user reporting.
- **Product Improvement**: Proactively identify trends in customer issues and provide feedback to improve our products and services.
- **Knowldge** Base**: Creating and maintaining knowledge base articles and support documentation to assist customers with self-service options.

**Education Background**
- Matric,
- A relevant Bachelor’s degree in Finance, Information Systems, Computer Science, Engineering, or equivalent work experience.

**Previous Experience**
- 2- 3 years proven experience in a customer support management role.
- Experience with Microsoft Excel (X/VLOOKUP, Pivot tables, Indexes, Power Query)

**Skills and Requirements**
- Customer-focused mindset with a passion for delivering exceptional service and exceeding customer expectations.
- Ability to manipulate and transform large data sets in a timely and accurate fashion.
- Ability to work to a deadline and prioritise and manage workload independently.
- Takes the initiative and drives their own deliverables while contributing to a fast-paced deliverable focused team environment.
- Capability to quickly understand data, processes and procedures and identify the value-add capabilities contained within the data.
- Capability to learn new systems and technologies Excellent communication and interpersonal skills.
- Experience of visualization tools such as Microsoft Power BI.
- Familiarity with CRM systems and customer support tools.

**What we offer**
- Strong entrepreneurial spirit. The ability to make an impact and see the rewards of your efforts.
- Ongoing training on the latest technologies to aid automation for accountants.
- Be part of a high growth industry and product.
- A challenging career in an innovative company.
- Opportunity to influence, working in an open climate, close to decision makers at large blue-chip enterprise with the possibility to make a difference.
- A competitive remuneration package, with flexible pension options.

**MagicOrange** is an equal opportunity employer, committed to promoting diversity and inclusion in the workplace. We valu

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