Customer Support Specialist

2 weeks ago


Cape Town, South Africa Onsight Software Full time

**The opportunity**

Onsight is passionate about helping improve companies' top line performance with exceptional software products recognised for simplicity, functionality, and user experience.

Our best customer service is enabled by employees that thrive in an informal, team-orientated, and collaborative work environment. Onsight people feel respected and that their contribution impacts business outcomes.

The organisation’s commitment to learning and growth is the foundation to building and delivering exceptional software products globally with world-leading technical skills.

If you value a team-orientated, collaborative work-from-home environment; where respect, ethics and integrity are important; and where you want your contribution to count; then Onsight has you in sight.

Our growth strategy and expansion requires the appointment of a _Customer Support Specialist_.

**Tasks and Responsibilities**

As a Customer Support Specialist, you will be responsible for providing exceptional customer service to our SaaS business clients, resolving technical issues, and assisting with product inquiries. You will work closely with the customer success team, as well as with the development and sales teams, to ensure our clients have a positive experience with our product.
- Troubleshoot technical issues and work with the development team to resolve complex issues
- Provide ongoing support to customers during their subscription lifecycle, including onboarding, training, and renewal
- Document customer interactions and maintain accurate records of customer issues and resolutions
- Collaborate with the customer success team to identify and escalate critical issues or areas of improvement
- Assist with product inquiries and feedback from customers, and share insights with the development team to improve the product
- Identify trends and patterns in customer issues and work with the development team to address recurring issues
- Pro-active engagement with non-active users
- Communicate new features and improvements to customers

**Key Functional Requirements**
- Grade 12 with 1-2 years customer facing experience in technical service, or support role
- Willing and able to work flexible hours
- Monday to Friday: 15:00 - 22:00 (with one hour break at 6 pm), Saturday: 15:00 - 17:00 and 20:00 - 22:00 (client response and emergency service only), Sunday: 15:00 -16:00 and 21:00 - 22:00 (client response and emergency service only)
- Must be proficient in the use of a PC, Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) and CRM systems
- Understand, read, and write English

**Key Behavioral Competencies**
- Building Relationships
- develops collaborative relationships to facilitate current or future goals
- Business Acumen
- Flexibility
- Willing to receive and accept new ideas, approaches, and strategies
- Oral Communication
- expresses himself/herself effectively through verbal communication
- Problem Solving
- identifies solutions given available information

**Job Type**: Permanent

**Salary**: R10,000.00 - R15,000.00 per month

**Education**:

- High School (matric) (required)

**Experience**:

- in technical service, or support role: 1 year (required)

Shift availability:

- Night Shift (required)

Application Deadline: 2023/03/24



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