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(61) Customer Support Representative. Founders

3 months ago

Johannesburg, South Africa Jobs 4 All Full time

**Customer Support Representative**.

**Founders Hill, Modderfontein, Johannesburg**

Department: Operations

Package: Market Related

Reports to: Chief Operations Officer (COO)

Application Close: 26/04/2024

**Customer Support Representative**

Our client are dedicated to providing exceptional customer support and ensuring a seamless experience for their clients using our cloud-based Smart Inspection Platform. They are currently seeking a motivated and customer-focused individual to join our team as a Customer Support Representative. This role is crucial in maintaining high levels of customer satisfaction and resolving issues efficiently.

The key purpose of this role is to provide exceptional remote support to the Customer base and their workforce and to resolve their queries, concerns, and issues by providing clear, accurate and relevant information, in accordance with our service level agreements.

**TASKS**
- Assist customers with product inquiries, 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.
- 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 inquiries 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)