Support Specialist

1 week ago

Stellenbosch, South Africa LifeQ Full time

LifeQ is seeking a competent and curious Support Specialist to help us sustain and grow our customer-first Support function for our growing local and international user base. We believe that quality support is a key differentiating factor in our business

We’re a team of humans serving humans; from supporting device enablement with international corporations to individuals on their own personal health journey. We are looking for an intelligent, and initiative-taking team-player with a real passion for quality customer support and education to join our Support team.

**What it's like to work here**
- LifeQ provides a fast-paced and dynamic work environment with industry-leading technology and exposure to influential international corporations.
- New LifeQers all highlight how helpful colleagues are when trying to solve problems, understand how the company fits together or upskilling on a new tool.
- LifeQ goes beyond the basic perks you'd expect. We focus on employee happiness and work-life balance.
- We go running together, meet up to work in coffee shops and enjoy team events like braais and hikes.
- Team members enjoy a comfortable office environment with benefits such as a gym, nearby restaurants, a fully equipped kitchen - often used for a scrambled egg breakfast or baking, and amazing coffee and craft beer
- We enjoy a creative hybrid remote and office-based work policy so that you can work where you’re most effective.
- You’ll even get to help us test some devices and benefit from using our own solutions.
- If you’re looking for a career to call home - especially in this remote world? Take a peek at our culture.

**What you’ll do**

You’ll be a key part of the team responsible for providing support for our products and solutions to our global clients (B2B), end-users (B2C), and internal users evaluating our products/solutions or participating in research or commercial trials.

Client Support
- Provide prompt, seamless query and help resolution for internal and external customers.
- Take ownership of escalated queries to ensure closed-loop feedback for the client - The LifeQ Effect.
- Be the voice of the customer, partner, and client within LifeQ.
- Carefully adhere to the necessary protocols to ensure user data privacy is maintained according to the General Data Protection Regulation (GDPR) standard, while providing exceptional customer support.
- Investigate and analyse data, draw conclusions, and provide solutions to the customer.

Internal Support
- Enable R&D by pulling de-identified data and parsing the data into the correct format.
- Daily problem-solving and technical troubleshooting.
- Frequent proactive support outreach, and ongoing active engagement with team members to improve and streamline our support systems.
- Gather & compile valuable feedback from our testing team to improve our products
- Assist with wearable device logistics and onboarding new team members with their own wearables.
- Build a solid knowledge base along with drafting protocols/solutions as the team expands its tools and knowledge.

Collaboration
- Take a keen and active interest in all products and projects to keep your product knowledge up to date throughout the life cycle of the projects.
- Help keep the library of issues, problems, enhancements, scope creep and changes up to date while being a voice of LifeQ to the requester.
- Enable customers to help themselves by making use of available tools and helping the team build tools for new common queries.
- Participate in the onboarding, training, and enablement of client support teams and end-users.
- You’ll have a say in how we improve our team processes to enable us to better serve our internal and external customers.

**You’ll be a great fit for this role if you**:

- Have a human-centric, can-do approach as you will be dealing with people.
- Are highly detail-oriented with a strong problem-solving ability.
- Self-driven, in all aspects of learning about LifeQ.
- Have excellent interpersonal skills especially patience, empathy, and active listening.
- Have excellent communications skills and Business-level English.
- Are energized by solving problems.
- Are self-directed; ability to motivate self, prioritize and take action when required.
- Have a desire to grow and upskill, including the innovation and creation of a 24x7 global support desk (yes - details still to be invented)
- Are tech-savvy and have the overall ability to understand and retain new information quickly as we work with a variety of tools.
- Have experience running queries using a command-line interface (if not, we’ll teach you).
- Have a University degree and/or 1 - 3 years working experience in a Technical Support or Customer Success type role.

Other advantageous skills:

- Experience working in a startup environment, things are constantly changing, we need a can-do attitude.
- A background in Physiological Sciences is beneficial as LifeQ’s products and solutions are built

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