Customer Support Agent

SEEKING**:Customer **Support Agent**

FOR: Full-Time Position

REMUNERATION: Competitive Salary

ABOUT US:
Trade Shield is a fast-growing tech start-up that harnesses the power of AI to provide our clients with powerful insights into the credit they extend to businesses. Trade credit drives business in global markets and Trade Shield aims to be the leading decision engine for trade credit globally.

OUR EMPLOYER VISION:
We are a young, diverse and dynamic team of characters that thrive in a fast-moving, competitive environment full of opportunity and the latest tech. Our growth path challenges all employees to look beyond their job descriptions and to improve relentlessly - and we support our staff in doing just that.

OUR VALUES:
Extreme Ownership - Relentless Learning - Excellence

LOCATION:
25 Owl Street, Braamfontein Werf, Johannesburg

REPORTING TO:
You will be reporting to the Trade Shield Operations Team Leader

ROLE MISSION STATEMENT:
As a customer support agent, you will be the first point of contact for Inoxico customers seeking assistance regarding Inoxico’s products and services. The key objectives of this role is to resolve customer queries efficiently and effectively, with professionalism, document pain points for sharing with internal teams, foster good relationships and maintain the credibility of the Inoxico brand. You will be part of a dynamic operations team that is at the centre of Inoxico’s disruptive strategy, having access to world-class software development capabilities and a dynamic leadership team at Inoxico to support you in achieving these goals.

RESPONSIBILITIES
- Support Desk Management (80%)
- Investigate and resolve support requests from both internal and external stakeholders
- Diagnose and troubleshoot technical issues
- Ensure that queries are resolved in a timely and professional manner
- Maintain high-quality relationships with all internal and external stakeholders
- Proactively identify software issues and liaise with relevant stakeholders to rectify
- Conduct root cause analyses of all queries to understand the drivers of issues
- Track system issues through to resolution within agreed SLAs.
- Provide prompt and accurate feedback to internal and external stakeholders regarding the status of their unresolved queries
- Follow up with clients to ensure their systems are fully functional after troubleshooting
- Ensure all issues are properly logged
- Prioritise and manage all open issues effectively
- Accurately escalate relevant issues to the appropriate internal teams (customer success, software developers etc.) and follow up to ensure tickets are resolved timeously
- Prepare relevant reports for presentation to business stakeholders
- Execution of other ad-hoc tasks where required
- Customer Retention (10%)
- Ensure retention of existing customers
- Liaise with Customer Success regarding necessary updates to customer accounts as and when required
- Identify customer-related risks that need to be addressed to ensure retention
- Identify additional training needs through customer engagement
- Identify customer-related opportunities that can increase revenue
- Analyse usage stats and feedback to relevant internal stakeholder/s
- Maintain a high customer satisfaction score
- Continuous Improvement (10%)
- Build and maintain knowledge of Inoxico’s systems, data, and processes
- Document steps required to resolve technical queries and share with relevant team members
- Ensure that all new products and features developed are understood
- Analyse trends from data accessible in Inoxico's ticketing system and provide recommendations for improvement to Inoxico’s products and services

GROWTH VISION:
The role will enable you to gain a deep understanding of Inoxico’s products and services and how they fit into the value proposition to our customers. This exposure is key for anyone wishing to play a role in operations management or sales.

MANAGEMENT EXPERIENCE

Coal Face/ Team Leader/ Middle Mgmt/ Senior Mgmt/ C-Suite

REQUIRED COMPETENCIES AND QUALIFICATIONS (*critical):

- 3+ years experience in a similar role and environment*
- Exceptional written and verbal communication*
- Demonstrated ability to problem-solve and conduct root cause analysis*
- 3-year university degree preferred