Customer Support Representative

2 weeks ago

Johannesburg, South Africa Jobs4All Full time

TASKS
- Assist customers with product enquiries, troubleshooting technical issues, and resolving account-related concerns.
- Guide customers through product onboarding and provide training and support resources as needed.
- Collaborate with internal teams to escalate complex issues and follow up on resolutions.
- Document customer interactions, feedback, and resolutions in our support platform to track trends and improve service

quality.
- Conduct regular follow-ups with customers to ensure their needs are met and gather feedback for product improvement.
- Assist in creating and updating customer support documentation, FAQs, and knowledge base articles.
- Stay updated on product features, updates, and industry trends to provide informed support and guidance to customers.
- Performs daily ticket hygiene; reviews ticket updates and follows through with relevant stakeholders to help expedite ticket

resolution.
- Resolve customer issues and complaints diplomatically and effectively and per our service level agreements, policies, and

procedures.

Prompt Response SLA.
- Maintain a thorough understanding and knowledge of the platform and services.
- Meet or exceed performance goals and customer satisfaction targets.
- Follow incident management protocols, escalate incidents, and complex issues to the next support level and ensure

appropriate follow-ups are made with the Customer.
- Contribute to ongoing process improvements and initiatives aimed at enhancing the overall customer support experience.
- Understanding customer context and goals and providing product information to best serve those goals.
- Educating customers and optimizing their product setup for the quickest path to success.

SKILLS & COMPETENCIES
- Must be able to converse fluently in English and Afrikaans
- 2+ Years prior experience in a software company as a customer support representative is a must.
- Any additional qualifications towards customer support and customer management is an added benefit
- Excellent communication skills, both written and verbal, with a friendly and professional demeanour.
- Strong customer service orientation with a focus on delivering exceptional customer experiences.
- Technical aptitude and ability to learn and understand SaaS products and related technologies.
- Problem-solving skills and ability to troubleshoot and resolve customer issues effectively.
- Patience and empathy when dealing with customer enquiries and challenging situations.
- Time management and organizational skills to prioritize tasks and meet deadlines in a fast-paced environment.
- Team player mentality with the ability to collaborate with cross-functional teams and contribute to a positive work culture.
- Previous experience in customer support or a related role is a requirement, especially in the SaaS industry.
- Proficiency in using customer support tools, CRM systems, and office productivity software.
- Ability to de-escalate customer support requests and maintain a positive, goal-driven customer relationship.
- Advanced IT knowledge and capabilities and ability to learn new software tools on the job.
- Pleasant and straightforward phone and video manner.
- Organizational skills (you'll be working with many customers, and you'll need to have expertise in place to keep all their

needs organized )
- An understanding of general market needs and current use cases of businesses
- Strategically minded (you'll be helping customers come up with their overall strategy with our product)

Between 3 - 5 Years

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