Customer Support Specialist

3 days ago

Cape Town, Western Cape, South Africa Ecentric Payment Systems Full time
Job Title: Customer Support Agent

About the Role

We are seeking a highly skilled and experienced Customer Support Agent to join our team at Ecentric Payment Systems. As a key member of our support team, you will be responsible for providing top-notch support to our clients, ensuring their seamless integration and adoption of our products.

Key Responsibilities

  • Provide expert integration and product support to clients, ensuring timely resolution of issues and queries.
  • Collaborate with cross-functional teams to identify and prioritize issues, and develop effective resolution strategies.
  • Manage and track support tickets, ensuring adherence to Service Level Agreements (SLAs).
  • Communicate status and resolution updates to clients and stakeholders, ensuring transparency and accountability.
  • Identify and recommend product and process improvements based on trends and patterns in issues.
  • Drive client onboarding and adoption, ensuring successful integration and utilization of our products.
  • Diagnose, troubleshoot, and resolve integration questions, issues, and other requests.
  • Build and maintain strong relationships with key clients, driving product adoption and satisfaction.
  • Proactively monitor and resolve client integration and processing issues.
  • Develop and maintain internal and external training materials, including product FAQs and knowledge base articles.

Requirements

  • Proven experience in database technologies, including SQL queries.
  • Knowledge and experience in Microsoft.Net software development technologies.
  • Knowledge and experience in Networking and communications technologies.
  • Quality orientation, initiating action, customer focus, continuous learning, attention to detail, excellent verbal and written communication skills, excellent client interaction and client service skills, and excellent problem-solving skills.

What We Offer

  • Pension Fund
  • Funeral Benefit
  • Critical illness Cover
  • Death Cover
  • Disability Cover

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