Product Support Analyst

3 months ago


Cape Town, South Africa Talkpush Full time

We're looking for passionate and driven individuals to challenge the status quo and deliver a phenomenal Product Support experience. You are a highly accountable self-starter with out-of-the-box thinking, excited about working in a fast-paced, constantly evolving startup environment in a key customer-facing role.

**The Role**

**Responsibilities**
- Offer world-class chat support according to agreed schedules:Attending to instructional queries.

Attending to reported bugs through a system of replication and ticket creation.
Monitoring, prioritizing and following up on tickets.
Assist users with front-end tasks (IR ticket category).
Categorizing each conversation type using the tools provided accurately.
- Identify client business needs through chat support conversations to relay this to the pertinent team through tickets or recommendations on team reports (weekly/monthly).
- Occasionally assist clients through live support/troubleshooting.
- Activate the Crisis Management Plan in the system during downtimes or errors affecting the client's business.
- Produce external documentation regarding the software’s features, enhancements, best practices, etc.
- Identify documentation gaps (edge cases, non-specified behaviors, missing content) and create actionable tickets for the team to complete.
- Update external documentation (text, image, video) according to the latest releases, changes in specs, UI design, etc.
- Translate external documentation.
- Process unconfirmed tickets.

**Qualifications**:

- Previous Support roles in SaaS / CRM / Software solutions preferred.
- Fluent in English (a third language is always welcomed).
- Superb writing skills.
- Ability to effectively manage issue prioritization.
- Ability to work remotely and collaborate with other team members in ensuring round-the-clock support coverage.
- Proven analytical and problem-solving capabilities.
- Maintains and improves the self-knowledge of Talkpush products.
- Always proactive and taking the initiative.
- Knowledge in Jira and Intercom preferred

**Salary**: Up to R21,000.00 per month

**Experience**:

- Customer Support: 1 year (preferred)


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